Overview
This guide walks you through setting up your phone system so your Unitel Voice number forwards to a main greeting with menu options for multiple departments.
Your Unitel Voice service comes preconfigured with the following default setup:
Your Employee Extension is automatically configured to ring the Unitel Voice mobile app.
Department Extension 0 is automatically configured to forward to your Employee Extension.
The setup involves three main steps:
First, create an employee extension for each team member
Second, create a department extension for each department
Third, record and upload your main greeting
Step 1: Create Employee Extensions
Extension 700 was already created at signup for the account holder. You will need to add additional Employee extensions to represent each of the other users of your phone system. Each team member should have their own employee extension.
1. Navigate to Extensions
Log in to your phone system.
Go to Extensions.
Select the Add Icon on the Employee Extension list.
2. Enter Personal Details
Enter the employee’s Name.
Enter their Email Address.
3. Set Permissions
Scroll down to the Permissions section
For each employee, determine if they should have administrative and billing privileges.
4. Save the Extension
Go to the Other options section
Adjust the timezone if necessary.
Click Save.
5. Invite
Now that the extension has been created for your teammate, send an invite email to this newly created user by clicking the Invite Extension button under Login Information. This will send an invite email to the user.
*Once invited, the user can change their username and password at any time.
Repeat this process for every member of your team.
Step 2: Create Department Extensions
Department extensions allow calls to ring a group of employee extensions for a specific department or team.
Examples of departments:
Sales
Customer Support
Billing
1. Review Department Extension 0
Many callers press 0 for assistance, which can significantly impact where your calls are routed.
We strongly recommend that you reassign Extension 0 to your newly created employee extensions.
Click the Edit (pencil) Icon next to Extension 0
Scroll down to Forwarding Settings
Delete the default forwarding number from the list 🗑️
Select Add Forwarding Number.
Enter a name.
Select the employee extension from the dropdown menu.
Click ADD.
Repeat this process until you have all the employees you need added to extension 0.
Click Save.
2. Add another Department Extension
Go to Departments.
Select Add.
Enter the extension number you are trying to create in the Department number field.
Enter the Department name.
Example:
Extension 1 – Sales
3. Add the Employee Extensions to the Department
Under Forwarding Settings, select Add Forwarding Number.
Enter the name of the first person in this Department
Select the employee extension from the dropdown menu.
Click ADD.
4: Adjust Extension Forwarding Settings
Select the Edit Icon in the employee extension. There are several additional settings you can and should adjust:
Ring Time - We recommend adjusting to 15 seconds
Display Number & Name Prefix (Optional): This will show a caller ID label when calling your own team. We recommend entering the 3-digit extension number in the Display number prefix and entering the Name in the Display name prefix. External devices may not display these settings, and they may vary depending on the user's carrier.
Active Hours (Optional): Set the days and times that the extension should receive calls. We recommend leaving it set to Always unless you have specific time-of-day requirements. Click here for more details.
Announcement Type: Leave as Unannounced (only for specific setups)
Click OK
Repeat this process until all employees in the department are added.
5. Set Call Routing Behavior
You can control how calls are distributed among department members:
Sequential (In Order)
Random (Shuffled)
You can also reorder the forwarding list.
6. Configure Department Voicemail
Department extensions can also have their own voicemail.
Select Custom to record or upload a department voicemail greeting.
Select Copy to activate voicemail notifications. Then enter the email address you wish to receive voicemail messages.
Note: In the next step, we'll show you an option to use our Voice Talent Studio to get a professional recording for your main greeting and even department greetings...
7. Save Extension
Optional:
Ignore the Dial-by-Name directory settings for now.
Ignore the Permissions settings for now.
Adjust the timezone if needed.
Click Save.
Repeat these steps for each additional department you want to add (e.g., Ext 2 Customer Support).
Step 3: Configure the Main Greeting
Your Main Greeting is the first impression callers have of your business.
By default, a generic message is used—so be sure to record and upload a custom greeting to create a more professional experience.
1. Navigate to Greeting Settings
Go to Settings.
Select Greetings.
2. Add a Custom Main Greeting
You have three options:
Option 1: Use our system's recording tool
Option 2: Upload an audio file
Tip: For better audio editing control, you may record greetings using:
Voice Memos (iPhone)
Voice Recorder (Android)
Option 3: Use Voice Talent Studio (AI voice talent in 1 business day, or Human voice talent in 3-5 business days)
There you can order professional recordings for:
Main greeting
Department voicemail greetings
After-hours greetings
Pro Tip: We recommend using our built-in recording tool or uploading an audio file to get a greeting up and running right away. Then, visit our Voice Talent Studio to order a professionally recorded greeting—we’ll have it ready and uploaded for you within just a few days.
3. Configure Greeting Behavior
Below the greeting settings, you can choose what happens if a caller does not select an option:
Options include:
Repeat greeting
Transfer to extension
Since we are offering a menu of options, we'll pick Repeat Main Greeting.
4. Set Business Hours (Optional)
You can configure business hours for your system:
During business hours: Main greeting plays.
Outside business hours: After-hours greeting plays.
Note: We recommend keeping Active hours set to Always.
Most businesses do not need to use a separate after-hours greeting.
During non-business hours, callers generally expect to reach voicemail.
If you do want a different message after hours, you can set up an after-hours greeting by changing the Active hours field.
Click here for more details.
5. Save Your Settings
✅ Setup Complete
Your phone system will now:
Play a main greeting
Provide callers with department menu options
Route calls to the correct employee extensions