Bootcamp 2 – Manage Your Inbound Calls

Configure voicemail, call forwarding, hunt groups, and other inbound call settings.

The second in a series of four bootcamps to help you fully leverage your SIPcity Cloud PBX. With SIPcity you can manage your VoIP calling and features from within one simple software application. To get the most out of SIPcity, we’ve created four bootcamps:

  1. Personalise and Customise
  2. Manage your Inbound calls
  3. Manage your Outbound calls
  4. Understand Advanced Features

In this bootcamp we’re looking at how SIPcity helps you manage your inbound calling with its Cloud PBX features.

Overview

  1. Direct your call
  2. Understand Auto Attendant
  3. Call Flow Priority
  4. Setting up Voicemail to Email
  5. Adding Media files

Direct Your Inbound Call

With an inbound call, the simplest thing you can do is pick up the phone and take the call. However, there are useful features that can help direct your call.

Explore the Inbound Feature Guide

  1. Log in to SIPcity account and click into the Cloud PBX menu

  2. Select Inbound Calls from the menu on the left. You will see a range of options in the dropdown menu

  3. Click one of your numbers and you will now be updating the settings just for that number. When you first click the number, you will see the Messages for that number, which is the top menu item. Click Inbound Calls again to see the available options

Key Points

Multiple functions can be applied: You can apply one or many functions to an individual number. However, some functions may stop another from working if not set up correctly. This relates to Call Flow Priority, which we will cover in this bootcamp.

Save options: Every time you make a change, click Save to enable the changes. Some changes happen instantly, while others may take a few minutes to replicate throughout the system, particularly when tied into other numbers.

Call Flow Priority

Call Flow Priority is one of the most important areas to understand. It is a simple hierarchical structure used to control the way calls are managed by your Cloud PBX.

How Call Flow Priority Works

  • Every inbound call “hits” the Cloud PBX

  • The Cloud PBX has a set order of steps that the call must pass through, checking whether any single feature has been enabled by you

  • Before a call is actually connected, the Cloud PBX may be asked to perform tasks set by you (e.g. Call Rejection). This means that a call hits the Cloud PBX but is not connected because you have instructed it to be rejected

  • Post-dialling: After a call is handled by a first feature, under certain circumstances it can automatically transfer to a second function. For example, an Auto Attendant that is not answered within a specified number of seconds can post-dial to a voicemail box, or call forward to another number altogether

Call Flow Priority Rules

  1. Auto-Attendant
  2. Agent Queuing
  3. Do Not Disturb
  4. Call Screening
  5. Call Forward Always
  6. Simultaneous Ring
  7. Hunt Groups

Setting up Voicemail to Email

You may be unavailable when an important voicemail arrives. By having voicemail sent directly to your email inbox, you can pick it up on any device. Alternatively, you can have all voicemails sent to another person or central team email so your company never misses important messages.

  • Select Cloud PBX and the number you want to add voicemail settings to

  • Follow the instructions to set up your voicemail settings and recordings

  • In the section “Send a copy of my voicemail messages to the following email address,” add the email address where you want the voice message sent

  • You can also turn off the option for the Cloud PBX to store your voicemail in your account and have these sent only to your email

You can send your caller to another phone number’s voicemail directly. This is useful if you want to use a central voicemail box for all messages.

Adding Media Files

You can upload your own recording messages to your account and have these played to your callers when specific features are implemented (e.g. your voicemail recording).

You can add your media files when you set up each feature or manage all your media files from one place:

  • In the Cloud PBX, select your number

  • Click Media in the left menu

  • The media files you upload will work with only the number you have currently selected, not across your entire account

You can upload media files for these features:

  • Auto Attendant
  • Voicemail unavailable
  • Voicemail busy
  • Music on hold
  • Caller tunes