Getting Started

Once your call flow is set up, the next step is making sure it’s used in the right place. Assigning a call flow ensures incoming calls are routed exactly how you intend. This guide will show you how to link your call flows quickly and easily.

Now that you have created call routes and Time Diary’s, you will need to assign these to your numbers. Go to ‘My Numbers’ in the left hand column, select ‘My Numbers’ from the dropdown and click the pencil (edit) icon for the number you want to assign to. In the Call Route dropdown menu, you can select between call routes, Time Diary’s or Users. If you have created a Time Diary, you will need to make sure that you select this from the dropdown menu to ensure that your operation hours are being followed. Once you have set where you want the number to go, click Save Changes in the top right.

Things change, and your system should keep up. If you need to update a user ID, don’t worry, it’s a straightforward process. In this guide, we’ll show you how to make changes with confidence.

To change user ID and other user details you will select ‘Users’ from the left-hand column, then select ‘Users’ from the drop down. This will show a list of extensions on the system. Each extension has a pencil (edit) button on the far right of their ID, click the edit button for the ID you want to amend. This will open the user details that you can change when desired. On the initial tab you can set the User Nickname, their Caller ID, their Hold Music and if their calls are recorded (depending on how you have call recording set up).

Being on top of your calls helps your business run smoothly. Checking your call history lets you review incoming, outgoing, and missed calls, giving you a clear picture of your communications. This guide explains how to access and interpret your call history in just a few simple steps.

To check your Call History go to ‘Calls’ from the left-hand column and then select ‘Call History’ from the drop down. This will show a list of calls on the system. You can set the date, time periods and users near the top of the page if you are looking for a specific call.

If you have call recording enabled this where you can find your call recordings. Any recorded call will have a play and download button to the right of it. Please note that call recordings are stored for 30 days before they are automatically deleted.

A voicemail box is a simple way to stay on top of incoming calls, even when you’re away. By setting one up, you can ensure every caller has a way to reach you. This guide will help you create your voicemail box quickly and manage it with confidence.

To create a voicemail box select ‘Config’ from the left hand column and then press ‘Mailboxes’ from the dropdown. This is where you can find all of your mailboxes.

To create a new mailbox you must select the ‘Add Mailbox’ button. You can now give the mailbox a nickname, add the extension, choose the audio file you want to play under the greeting option. If you want to receive email notifications for your voicemails, enter this under Mailbox Notifications. You can add multiple emails here. You may wish to enable more settings by going through the switches under additional settings. Once you are ready click Save Changes in the top right corner.

Contact lists are a simple way to stay organised and save time. By grouping contacts together, you can manage them more effectively and use them across your system. This guide will help you create contact lists with confidence.

You can add a list of external contacts to your phone system by going to ‘Config’ in the left hand column, then selecting ‘Phone Books’ and click Create Phone Book in the top right. Enter a nickname for the Phone Book then press the green arrows to auto generate a username and password for it, and press Save Changes. Once you have done this it will take you to the previous page, click the pencil (edit) icon on the Phone Book you have just created.

Click Add Contact and fill in the details on this page. Click Add Phone Number to then select a label and enter the phone number for this contact. Once you have done this press Save Changes in the top right corner. If the contact doesn’t add straight away, refresh the page and go back on the Phone Book and you will see it there. If you want to bulk upload contacts you can add a couple manually, then click export contacts to have a template for the system. You can then put all your contacts in this template and re-upload this with the Import Contacts button.

Once you are done adding contacts, press Save Changes in the top right.

Keeping your business hours clear ensures callers know when you’re available. Setting up operational hours lets your system handle calls appropriately, so customers always get the right message. This guide will show you how to set your hours quickly and easily.

If you want your phones to only ring in certain hours, you will need to set up a Time Diary. Select ‘Inbound Settings’ from the left hand column and select ‘Time Diaries’ from the dropdown. Once in the time diaries page click ‘Create a Time Diary’ in the top right. Give this a name then scroll down.

Under the Weekdays tab you will first select which days you want your phones to be open for. For each day you select you will see that you can choose the operation times using the dropdown menus for each day. You can then select the call route you want calls to go to when open. At the bottom of the days you will see the Set Out Of Hours call route dropdown menu. Here you will select where calls go outside of the hours set above. You may want to create a separate route that goes straight to a voicemail for this.

Once you have set these up, press Save Changes in the top right.

Make every moment count, even when your callers are on hold. Uploading audio files for marketing on hold lets you share messages, promotions, or helpful information while customers wait. This guide will show you how to upload and manage your audio files with ease.

To upload audio files to the system, first select ‘Audio’ from the left hand column, then select ‘Audio Files’ from the dropdown.  Once in the Audio files page you can click ‘Add Audio’ on the righthand side. From here you have three options of getting an audio file on you system – Upload, Record or Text to Speech. After uploading a file, press Save Changes on the right. Once you have added an audio file through any of these methods, it will now be available to use anywhere on your phone system.

Stay on top of your call activity at a glance. Wallboards give you real-time visibility of what’s happening, helping your team stay informed and responsive. This guide will show you how to set up your wallboards.

You can use wallboard to view live call stats of your extensions. To set one up go to ‘Calls’ on the left-hand column and select ‘Wallboards’ from the dropdown. Start by selected ‘Add a Wallboard’. Here you can choose whether it displays inbound or outbound stats, the time period it shows this for, which users are visible etc. You can also select your preferred layout. Please note that to display inbound stats, you will need to set up a Queue instead of a standard Hunt Group.

Once you have set up your wallboard click Save Changes in the top right.

Call reports are a powerful way to stay informed and improve how your business handles calls. By setting them up, you can monitor activity, measure performance, and make smarter decisions. This guide will help you get started with confidence.

You can set up scheduled reports on your system to send you statistics for your calls. Go to ‘Calls’ and select ‘Inbound Statistics’ from the dropdown. Select the Schedule Reports tab. Here you can name your report, choose which users or hunt groups it reports on, and add an email address for this to be sent to and at what time. Once you have entered these details, click Save Changes in the top right.

The same process can be completed by clicking on the outbound statistics drop down instead of inbound statistics. This will allow you to see the same details for outbound calls.

Call recording helps you stay organized, improve customer service, and keep accurate records. Whether for review or compliance, this guide will help you set up call recording correctly and confidently.

To enable call recording on your system, select ‘Calls’ from the left-hand column and select ‘Call History’ from the dropdown. At the top of this page you will see a heading that says Global Call Recording. Setting this to Enabled or Disabled will turn call recording on or off for all calls on the system. If you set this to Custom then you can set call recording per User or Call route.

Call restrictions help you protect your business and keep communications under control. Whether you want to block certain numbers or limit call types, setting the right rules makes all the difference. This guide will help you apply call restrictions with confidence.

You may want to block some numbers calling inbound, or block certain type of numbers for outbound calls (e.g. international). To do this go to the left-hand column and select ‘Calls’ then press ‘Restrictions’. Here there are two tabs, one for Outbound and one for Inbound. Select a tab and you can then add restrictions using the parameters on the page. Once you have added these, press Save Changes.

Everyone deserves a break, and your business can too. By setting holiday closures, you can make sure callers know when you’re closed and handle calls accordingly. In this guide, we’ll walk you through creating holiday closures step by step.

You can set your system up to be closed for things like holidays, training etc and automatically come back open after these times. To do this first go to ‘Inbound Settings’ on the left hand column and then click on ‘Time Diaries’ from the dropdown menu. You can now either create a time diary or edit one already created.

To create a new holiday, select the ‘Create a Time Diary’ button on the right-hand side. Give the Diary a Nickname, for example ‘Bank Holidays’ and assign to the numbers necessary. Click the Custom Days tab. From here, click ‘Add Custom Days’. In the two calendars select the days you wish to be closed for. If you are closing for only one day, select the same day in both. Then on the right, select the times this custom closure will be active for. If you are closed for the whole day, we would recommend leaving this as the default 00:00 – 24:00. If you are doing a half day, you could set this as 13:00 – 24:00. Next select where you want calls to go to during this time under the Call Route dropdown menu. If you need to, you can create a new call route to assign to this. Once you have filled this all in, click Add to Diary to see your Custom closure date.

When you are done adding Custom Days, click Save Changes in the top right.

Hunt groups are a simple way to make sure calls reach the right person without delay. By distributing calls across a group of users, you can improve response times and keep things running smoothly. This guide will help you set up your own hunt group with ease.

A hunt group is a group of users that you can set to all ring at once. To create one go to ‘Users’ in the left hand column and then select ‘Hunt Groups’ from the drop down. If this is your first hunt group it will automatically take you to create one, if not click Create Group. Give the hunt group a name, then click the users you want to add at the bottom. Any users you select will move up. If you want to remove any users, just hover over them again and click to remove. Once you have set the members of your hunt group click Save Changes in the top right.

Being on hold doesn’t have to be boring. With the right audio files and playlists, you can keep callers informed and engaged. In this guide, we’ll walk you through how create music on hold playlists so it plays exactly how you want.

To create a music on hold playlist first select ‘Audio’ from the left-hand column and then select ‘Playlists’ from the drop down. To add a new playlist, you must select the ‘Add Playlist’ button from the right-hand side.

Once in the ‘Add Playlist’ tab you can give the playlist a nickname, select the playback order and then from the ‘Add Audio Files to Playlist’ drop down, select the files you want and press the plus button to add. Select as many audio files as you would like for your playlist. Once you have added your audio files, click Save Changes on the right. Your MOH playlist will now be available to set throughout the system.

Your business isn’t static and neither is your team, being able to easily add and remove users is essential. In this guide, we’ll show you how to manage users with confidence and keep everything up to date.

To create your users, select ‘Users’ from the left-hand column, then select ‘Users’ from the drop down. This will show a list of extensions on the system. Each extension has a pencil (edit) button on the far right of their number, click the edit button for the extension you want to amend. This will open the user details that you can change when desired.

The App Registration tab is where you need to go to get users set up on the Callswitch app. You can add either their mobile number or email address in the boxes here and click Add / Invite. That user will then receive a text or email to get them set up.

• If you enter a mobile number, when the user goes to login they will enter their number and it will text them a code to get logged on.
• If an email is assigned then they will receive an email prompting them to create a password, and will need their email address and password to login.
• If you are using a desk phone you can go to the Provisioning tab to set the side buttons on the phone. In value you would put the extension number / phone number. In Label you enter the display name for this button. Press Save Changes at the bottom of the page after editing this.

Once you have made all your changes to a user, click Save Changes in the top right.

Your call flow is the roadmap for how incoming calls are handled. Creating a clear call flow ensures calls reach the right people quickly and efficiently. This guide will show you how to set up a call flow that works for your business.

Once you have set up your Users, Hunt Groups, Voicemails etc you can put together your call flow. Navigate to ‘Inbound Settings’ on the left-hand column and select ‘Routing’ from the drop down. Click ‘Add Call Route’ on the right and give the route a name at the top. Then scroll down a bit to create your call route.

On the left you will see the different modules in green, and on the right is a flowchart for the call route. You will just need to drag and drop a module from the left over to the right, then select options on the dropdown menus. An example of setting up a basic call route is below:

Drag and drop the Send to Users / Forward Call module to the right. Now on this module, click the bar under ‘Send Call To’ to see a dropdown menu of all Users and Hunt Groups on the system. Click on the Hunt Group you want the call to go to and if you would like to you can amend the time the phone rings for. Next you will decide where the call goes if it is not answered within this time. Drag and drop the Send to Voicemail module underneath this. In this box, select which Voicemail you want the call to go to if unanswered. Once you have done this, click Save Changes on the right.