Routing
Queues - Phantom
The Queues screen is used for configuring queues and how they handle incoming calls to your office. For example, you can specify how many queues you want and for what (taxi office, admin, accounts etc.), each with its own unique number, and you can ...
DDIs - Phantom
The DDIs screen is used for controlling inbound routes. This is useful for determining where specific phone numbers go on the phone system. To access this screen: Click on DDIs from the Routing menu. Create DDI To create a new DDI: Click on Create ...
System Caller Based Routing - Phantom
The System Caller Based Routing screen is used for capturing all identified calls before they are routed. For example, if the numbers are not recognised, then they will be routed as normal. To access this screen: Click on System Caller Based Routing ...
Trunk Routing - Phantom
The Trunks screen is used for configuring your telephone lines that are connected to your system. Note: If this is set up incorrectly, it will prevent delivery of incoming calls to your system and agents unable to dial out. To access this screen: ...
Auto Attendants - Phantom
The Auto Attendants screen allows you to configure how incoming calls are handled, and what greetings and prompts should be played to a customer. This is useful for ensuring the customer knows exactly what action they want to take, who they need to ...
Ring Groups - Phantom
The Ring Groups screen allows you to set up ring groups for specific extensions. For example, you may have an accounts department that takes calls and you only have specific people that work in this ring group. To access this screen: Click on Ring ...
Dialling Rules - Phantom
The Dialling Rules screen is used to determine which numbers the system can dial out to. To access this screen: Click on Dialling Rules from the Routing menu. Add a rule To add a new dialling rule: Click on Add Rule in the top-right. Configure your ...
Dialling Groups - Phantom
The Dialling Groups screen allows you to create dialling groups that can be applied to extensions or agents. To access this screen: Click on Dialling Groups from the Routing menu. Add a dialling group To add a new dialling group: Click on Add Rule in ...
Time Based Routing - Phantom
The Time Based Routing screen is used for setting up your time-based routing for DDI’s. To access this screen: Click on Time Based Routing from the Routing menu. Add a time route To create a new time route: Click on Add Time Route in the top-right. ...
IVR/ABOP - Phantom
The ABOP/IVR screen allows you to create and configure your IVR menu, as well as, control the confirmation messages for IVR sequences. To access this screen: Click on ABOP/IVR from the Routing menu. Add an ABOP/IVR To add a new ABOP/IVR: Click on Add ...
Caller Based Routing - Phantom
The Caller Based Routing screen lets you control what happens when specific numbers call you. This is useful when you want to prioritise specific customer numbers, or if you wish to block nuisance calls. To access this screen: Click on Caller Based ...
Announcements - Phantom
The Announcements screen allows you to add new announcements to your system. To access this screen: Click on Announcements from the Routing menu. Add an announcement To add a new announcement: Click on Add Announcement in the top-right. Configure ...
Channel Control - Phantom
The Channel Control screen allows you to configure channel settings for Call Customer, Missed Called Back, Ringback, and Call Driver. To access this screen: Click on Channel Control from the Routing menu. Configure channel controls To configure the ...
Shortcodes - Phantom
The Shortcodes screen allows you to create shortcodes that can be dialled on your user handsets and will be linked to a set name and phone number. To access this screen: Click on Shortcodes from the Routing menu. Add a shortcode To add a new ...
Virtual Operator - Phantom
The Virtual Operator screen allows you to configure multiple virtual operators for managing inbound calls using advanced automation. The VO is able to understand what a customer says in real-time such as addresses, names, or times, and then processes ...