1. Permissions and Access

Who Has Access

Users with the Telephony System permission can view and edit the settings.

💡 Tip:

The permission is required even if you’re not an agent or a supervisor.

Open the Settings

1. Click the gear icon.
2. Select your organization.
3. Expand the Telephony System list.

2. Create a Answer Group

Create a answer group

3. Settings in a Answer Group

The following settings cannot be managed by agents or supervisors without the Telephony System permission.

With the correct permission, you can make any changes regardless of role.

4. Information for AI Agents

Here you can add background information about the response group to help AI agents understand purpose, customer type, or typical questions.

The information is used by the AI Support Agent to provide more accurate and contextual answers to customers.

Works only if AI agents are enabled for your organization.

5. Current Status

Shows the response group’s status, e.g., Temporarily Closed or Open.

6. Name

Change the group’s name by typing a new name and clicking Save.

7. Opening Hours

Read more about schedules in the guide Schedule Settings

8. Numbers and Billing

Number

The response group’s number

Billing ID

Choose where costs for forwarding to external numbers should be billed.

Display Number for Agents on Mobile

Choose what should be shown:

• The calling number + numeric ID
• The response group’s number
• Custom number

9. Agents and Supervisors

Agent Groups

Manage agent groups for the response group.

See the guide on agent groups

Supervisors

Add or remove supervisors

10. AI Support Agent

Enable and configure your AI Support Agent for the response group.

When active, the AI agent can handle incoming cases automatically and respond based on information in your knowledge base. Read more here

How to Do It

1. Expand the AI Support Agent menu.
2. Switch from Off to On.
3. Specify which information the AI agent should have access to.
4. Click Save.

Tip:

The AI agent can be combined with Contact Center channels for faster responses and reduced manual case handling.

11. Call Handling

Queue Position Message and Call Overflow

See the guide here

After-Call Work Times

When a call has been answered, declined, or missed, the agent gets time for after-call work.

• Answered call: off by default; enable and set time in seconds.
• Declined call: 15 seconds.
• Missed call: 15 seconds.

Voicemail

Change message:

1. Expand Voicemail.
2. Select text-to-speech or audio file.
3. Record or write a new message.
4. Click Save.

Transcription:

Enable to show text in the call history.

Notifications:

Enable to notify agents when new messages arrive.

Priority Level

Control the order in which calls from different response groups are answered.

• No priority — first-in, first-out
• Medium — some priority
• Highest — always first

Call Waiting

Keeps agents available even during ongoing calls.

Direct Transfers and VIP Calls

Returns failed transfers back to the queue as VIP calls.

You can also change the VIP message.

12. Outbound Calls

Sender ID – SMS

Set whether SMS can be sent from the group’s number.

Caller ID – Outbound Calls

1. Expand Caller ID.
2. Allow all agents and/or supervisors, or select specific users.
3. Click Save.

13. Input Collector

With the Input Collector, you can automatically gather information from callers before the call is forwarded, such as a customer number or order ID.

This reduces manual handling and provides more structured data directly in the call flow.

You’ll find the feature under:

Telephony System → Response Groups → Input Collector

Read more about Input Collector here

14. Callback

Manage return calls here.

You can enable voicemail as the final step in the callback flow so the caller can leave a message.

See the Callback guide

15. View and Service Level

View

• Flowchart: enable for an overview.
• Wait time warning: set when queue time should be highlighted in red.

Service Level

Measures the share of calls answered within your threshold.

Default: wait time 90 seconds, early hang-up 10 seconds.

How to set it:

1. Enter thresholds for wait time and early hang-up (abandonment).
2. Enable a target to display it in analytics.

Example:

8 out of 10 calls within 90 seconds = 80% service level.

16. Conversation Intelligence

With Conversation Intelligence (CI), you get automatic transcriptions and summaries of calls.

This makes it easier to follow up on customer dialogues, analyze quality, and identify trends.

Enable Conversation Intelligence

1. Expand the Conversation Intelligence (CI) menu.
2. Click Add response group to CI.
3. Confirm to activate.

When active, transcriptions and summaries appear in the call history.

17. Cases

Here the response group can be connected to the Contact Center to enable case management.

When active, the response group can generate cases automatically.

How to Do It

1. Expand the Cases menu.
2. Click Connect this response group to Contact Center.
3. Confirm the connection.

When connected, incoming cases appear in the Contact Center feed.

18. Permissions

Restrict agents’ ability to log in or out of the response group by enabling or disabling the setting.

19. Delete Response Group

1. Expand the group.
2. Click Delete at the bottom.
3. Confirm.

⚠️ Note:

Deleted response groups and associated recordings cannot be restored.

FAQ

Do I have to be an agent or supervisor to change settings?

No, it’s sufficient to have the Telephony System permission.

Why can’t I change the number?

Numbers can only be changed when the response group is closed and the queue is empty.

Where are voicemail transcriptions shown?

They appear in the call history when transcription is enabled.

How does priority work across multiple groups?

Higher priority means calls from that group take precedence when an agent becomes available.