The phone system gathers everything related to calls within the organization. Here you can create and manage answer groups, IVR menus, default call rules, voices, audio files, caller IDs, and much more.

Who has access to Phone System

All users with the Phone System permission can view and edit the settings.

How to find the phone system
Click the gear icon → your organization → Phone System.

Answer groups

With the Unlimited switchboard package, you can create an unlimited number of answer groups.
In Light, two are included, but more can be purchased if needed.

Purchase additional answer groups

1. Open Answer groups

2. Select quantity

3. Click Purchase

4. Confirm with Yes

The cost will be added to your next invoice.

Create a new answer group

1. Click Create new

2. Name the group, for example, Customer Care

3. Select number and billing ID

4. Select caller ID for outgoing calls

5. Add agents and supervisors

6. Click Create

Only Pro users can be supervisors in an answer group.

Read more about answer group settings
Connect answer group to Contact Center

IVR Menus

With Unlimited, you can create as many IVR menus as you want.
In Light, two are included and more can be purchased.

Purchase additional IVR menus

1. Open IVR Menus

2. Select quantity

3. Click Purchase

4. Confirm with Yes

Create a new IVR

1. Click Create new

2. Name the IVR, for example, Main Menu Company X

3. Select number and billing ID

4. Create voice messages via text-to-speech (TTS) or upload audio files

5. Set up key choices (1, 2, 3, etc.) and define where calls should be routed

6. Set opening hours and any advanced settings

7. Click Create

Edit an existing IVR

1. Open the IVR

2. Make changes

3. Click Save

More about IVR

Call Management

Here you can set default rules that apply to new users and those who have not made their own changes.

Voicemail

1. Select text-to-speech (TTS) or audio file

2. Click Save

Users can switch to a personal voicemail if needed.

Voicemail transcription

• Enable or disable transcription for the entire organization

• Choose whether users can change the setting themselves

Unanswered calls

Decide what should happen when no one answers, such as forwarding or voicemail.

Call waiting and busy

Activate Call waiting and specify what happens when the line is busy.

Handling declined calls

Select how declined calls should be handled:

• Send to voicemail

• Play a message

• Busy tone

• Forward to another number

Unassigned numbers

Define what happens with calls made to numbers not assigned to any user.

Caller ID

Choose whether the default should be a mobile or fixed number. If no mobile number exists, a fixed number will be used automatically.

Personal IVR

Choose what happens when a call reaches the personal IVR.
The setting can apply only to new users or to all existing ones.

Voices

In the Voices menu, you manage the organization’s standard voices for text-to-speech (TTS) and the voices used by AI agents.

Open the menu

Click the gear icon → Organization Settings → Phone System → Voices.
There are two tabs: Voices and Pronunciation.

Voices

In the Voices tab, choose which voice should be the system default.

• Default voice: used for TTS functions when no specific voice is selected.

• Default AI voice: used by AI agents in conversations (modern voices only).

You can adjust volume, speed, and choose which voices should be available to other users.
Preview the voices to find the right tone for your company.

Tip: Use different voices for TTS and AI agents to make conversations clearer.

Pronunciation

Under the Pronunciation tab, you can create custom pronunciation rules for words and numbers.
This is useful for adjusting how product names, company names, or years are pronounced.
Example: change 2025 to “twenty twenty-five”.

Audio Files

Here you will find the organization’s audio library for voice messages, IVRs, and voicemails.

Create a new audio file

1. Click Create new

2. Name the file and add a language tag

3. Record or upload an audio file

4. Click Create

Edit audio file

1. Open the file

2. Make changes

3. Click Save

Delete audio file

1. Open the file

2. Click Delete and confirm

An audio file can only be deleted if it is not used anywhere.

Caller ID

A caller ID allows users to make outgoing calls using a shared number that is shown to the recipient.

Add caller ID

1. Click Add number

2. Select number

3. Choose if it can also be used for SMS

4. Assign users or teams

5. Click Save

Edit caller ID

If the number is linked to an answer group, you can:

1. Grant access to agents and supervisors

2. Click Save

Delete caller ID

1. Open the number

2. Click Delete and confirm

Deleting a caller ID removes the right to use it – not the number itself.
If the number is linked to an answer group, it cannot be deleted.

Call Recording

Read more about call recording

Call Log

Read more about the call log