Telephony - Configure Incoming Call Routing | Admin Guide - Zoho One

Configure incoming call routing

After you buy a number, you will have to configure incoming call routing for it before it can start receiving calls.

The steps to configure incoming call routing vary between the two User Interface versions supported in Zoho One. Select the UI version you use from tabs below and proceed with the steps that follow. 
Spaces UI
Unified UI
Spaces UI
To configure incoming call routing for a number 
  1. Sign in to Zoho One, then click  in the top-right corner.
  2. Click Marketplace in the left menu.
  3. Click Access below the Telephony section, then go to the Incoming Call Routing tab.
  4. Click  next to the required phone number.
  5. If you want to route all incoming calls on this number to a specific user, choose Associate user, then select the required user.
  6. If you want to set up an Interactive Voice Response (IVR) to route incoming calls, configure IVR menu.
  7. Set up the Ring Type:
    1. Simultaneous ringing: All your users will receive the incoming call simultaneously, until one of them answers it. 
    2. Sequential ringing: The users will receive the incoming call one after the other.
    3. Rings per user: If Sequential Ringing is chosen, this value determines how many rings each user will get before the call is transferred to the next user. 
    4. Repeat sequence once: If Sequential Ringing is chosen, enabling this will transfer the call back to the first user and repeat the sequence if no one else answers it.
  8. Choose whether the call should be sent to voicemail or be declined when all users are busy or unavailable. 



  9. Under Voice Configuration, choose the messages to be played when the incoming call begins, when the IVR menu begins, when the user is busy, and when the user is unavailable. In the first level of IVR, these messages can be entered as text, uploaded as audio files (MP3 or WAV files), or linked as audio URLs. From the second level onwards, the messages can only be entered as text.
  10. Enable Call Queue to keep callers on hold until a user is available to answer them, instead of immediately informing callers that the users are busy.
    1. Maximum Caller in the Queue: Choose the maximum number of callers that can be kept on hold at a time. When the queue length hits this number, additional callers will be directly informed that all users are busy.
    2. Maximum Waiting Time in the Queue (Minutes): Choose the maximum acceptable time to keep a caller in the queue. If a caller is on hold for more than this amount, they will be informed that all users are busy.
    3. Music While Waiting: Choose the music to be played when the callers are on hold. This can be either the default music, or custom music uploaded as an audio file or linked as an audio URL.
    4. Announcement While Waiting: Choose the message to be announced periodically while the wait music is playing. This can be either the default message ("Your call is important to us. Please stay on the line and your call will be answered shortly."), or a custom message entered as text, uploaded as an audio file, or linked as an audio URL.
  11. Enable Call Recording to record all incoming calls to this number.
    12. NotesEnsure that the use of the Call Recording option does not violate your company's policy or the law of the countries whose laws your company is obligated to follow.
  12. Click Save.
Unified UI
To configure incoming call routing for a number
  1. Sign in to Zoho One, then click Directory in the left navigation menu.
  2. Click Marketplace in the left menu.
  3. Click Access below the Telephony section, then go to the Incoming Call Routing tab.
  4. Click  next to the required phone number.
  5. If you want to route all incoming calls on this number to a specific user, choose Associate user, then select the required user.
  6. If you want to set up an Interactive Voice Response (IVR) to route incoming calls, configure IVR menu.
  7. Set up the Ring Type:
    1. Simultaneous ringing: All your users will receive the incoming call simultaneously, until one of them answers it. 
    2. Sequential ringing: The users will receive the incoming call one after the other.
    3. Rings per user: If Sequential Ringing is chosen, this value determines how many rings each user will get before the call is transferred to the next user. 
    4. Repeat sequence once: If Sequential Ringing is chosen, enabling this will transfer the call back to the first user and repeat the sequence if no one else answers it.
  8. Choose whether the call should be sent to voicemail or be declined when all users are busy or unavailable.
     


  9. Under Voice Configuration, choose the messages to be played when the incoming call begins, when the IVR menu begins, when the user is busy, and when the user is unavailable. In the first level of IVR, these messages can be entered as text, uploaded as audio files (MP3 or WAV files), or linked as audio URLs. From the second level onwards, the messages can only be entered as text.
  10. Enable Call Queue to keep callers on hold until a user is available to answer them, instead of immediately informing callers that the users are busy.
    1. Maximum Caller in the Queue: Choose the maximum number of callers that can be kept on hold at a time. When the queue length hits this number, additional callers will be directly informed that all users are busy.
    2. Maximum Waiting Time in the Queue (Minutes): Choose the maximum acceptable time to keep a caller in the queue. If a caller is on hold for more than this amount, they will be informed that all users are busy.
    3. Music While Waiting: Choose the music to be played when the callers are on hold. This can be either the default music, or custom music uploaded as an audio file or linked as an audio URL.
    4. Announcement While Waiting: Choose the message to be announced periodically while the wait music is playing. This can be either the default message ("Your call is important to us. Please stay on the line and your call will be answered shortly."), or a custom message entered as text, uploaded as an audio file, or linked as an audio URL.
  11. Enable Call Recording to record all incoming calls to this number.
    12. NotesEnsure that the use of the Call Recording option does not violate your company's policy or the law of the countries whose laws your company is obligated to follow.
  12. Click Save.