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United States26 articles
Setting up your number
Phone menu, call queue, destinations and opening hours. Everything you can change in the routing of your number, and what you need to ask us to do.
- Most searched
- Activate a Phone Menu A phone menu lets callers choose a department or person by pressing a number. Tell us your options and we set it up for you.
- Activate a Call Queue When all lines are busy, callers are placed in a queue automatically. Every 10 seconds we check if someone is available and connect the call.
- Transferring Calls with Yealink Transfer calls warm or cold with your Yealink desk phone. Step-by-step instructions for both methods.
- Destinations and opening hours
- Handle Calls Differently Based on Day and Time Route calls based on your opening hours. Forward to your team during the day, play a closed message and offer voicemail outside hours.
- Set Up the Holiday Calendar Use the holiday calendar to route calls differently on bank holidays. Play a closed message, forward to voicemail, or route to a different endpoint.
- What Happens If I Cannot Answer a Call? Configure what happens when no one picks up. Use overflow, queue, or voicemail to make sure every caller is handled.
- Can You Forward Calls Abroad? Forward incoming calls to any phone number worldwide. Have a UK number and answer calls from anywhere — no problem with CallFactory.
- Change the Settings for Your Phone Number Manage all your phone number settings from the dashboard. Enable or disable features like whisper tone, phone menu, queue, and more.
- What the caller hears
- Activate a Whisper Tone A whisper tone helps you recognise which calls come through your phone number. Enable it in your dashboard.
- Activate a Whisper Tone A whisper tone plays a short sound before the call connects so you know which number the caller dialled. Useful for multiple businesses or numbers.
- How Do I Know If a Call Comes Through My Phone Number? Use a whisper tone to hear a short tone before each call so you know it is coming through your business number and not your personal line.
- Activate a Welcome Message A welcome message greets callers when they phone your number. Record it yourself or use our text-to-speech assistant.
- Choosing a Voice for Your Welcome Message Record a welcome message on your mobile phone for a personal touch, or use the text-to-speech assistant for a professional result.
- Activate a Closed Message Play a message to callers outside working hours. Let them know when you are available and how to leave a message.
- Phone menu and queue
- How Does a Phone Menu Work? A phone menu lets callers choose a department or person by pressing a number. Learn how it works and how to set one up.
- Tips for Designing Your Phone Menu Keep your phone menu simple and effective. Use clear language, limit options, and avoid deep nesting so callers reach the right person quickly.
- Callers Get a Busy Tone — Can I Add a Queue? Stop losing callers to busy tones. Add a queue so callers wait until someone is available instead of hearing an engaged signal.
- How Long Can Callers Wait on Hold? Callers wait in the queue until someone is available. By default up to 5 callers can wait at a time — this can be increased on request.
- Voicemail
- Activate Voicemail When you cannot answer, callers leave a voicemail. You receive each recording by email so you can follow up at any time.
- Spreading calls across team members and branches
- Answering Calls with Multiple Team Members Route calls across your team using a virtual call centre, phone menu, or availability toggles. Manage who takes calls and in what order.
- Activate a Virtual Call Centre A virtual call centre lets your team handle calls on one number. Works with 1 to 100 people — sequential, round-robin, or ring all at once.
- Activate Area Code Routing Automatically connect callers to the nearest branch based on their area code. One phone number, multiple destinations.
- Activate Postcode Routing With postcode routing, callers enter their postcode and are connected to the nearest branch — even when multiple branches share the same area code.
- Statistics and busy times
- Call Statistics See average talk time, call volumes, top endpoints, busiest hours, and caller origins — all in real time from your dashboard.
- Busiest Call Times of the Week See exactly when your busiest hours are so you know when to have extra staff available. View peak times, daily trends, and missed calls in your dashboard.
- Other settings
- Block Mobile Callers Make your number accessible from landlines only. Mobile callers hear a message explaining that the number cannot be reached from a mobile phone.
Other categories
Looking for something else?
- Getting started 4 articles — an international number, starting to measure
- The app 13 articles — logging in, users, status, address book
- Forms and documents 1 article — the list for postcode and area code routing
- For developers 1 article — the employee availability API
- FAQs 21 short answers, grouped by topic
Still stuck?
Give us a call. We're the operator ourselves, so the person you speak to can change the setting for you straight away.
