Setup 1: Menu Greeting - Forwarding to Multiple Departments (Ring Groups)

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.

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

Employee extensions represent the 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. Enter Login Information

Change/Update the Login (Note: This is the login for your mobile app. We recommend changing it to something easy to remember. This must be different from your Master Admin Username created during sign-up.)
Enter a Password

4. Configure Services

Under Services, you can control how the extension handles calls.

Options include:

Recommended setup:

Turn Mobile App ON.
Turn Forwarding OFF.

There are two ways to receive calls on your cell phone (Mobile App or Forwarding). You can use voicemail with either option. Both will make your cell phone ring, but they work differently:

Option 1: Mobile App (Recommended)

Calls come through the Unitel Voice app using internet (WiFi or cellular data).

You’ll see it’s a business call
You can use features like:
- Hold
- Transfer
- Call recording
Keeps your business and personal calls separate

Best for: Most users who want full control and visibility

Option 2: Call Forwarding

Calls are simply forwarded to your cell phone number (or desk phone, landline, etc.) like a regular call.

Your phone rings like any normal call
You won’t know if it’s a business or personal call
No access to Unitel Voice features (hold, transfer, etc.)

Best for:

Users who prefer not to use an app
Situations where internet access may be unreliable
Other Landlines

Important Recommendation

Use either the Mobile App OR Call Forwarding — NOT both at the same time.

Using both can cause confusion or unexpected call behavior
In most cases, the Mobile App is the better choice

Simple Way to Think About It

Mobile App = Business phone system in your pocket
Forwarding = Just sends the call to your phone

5. Configure Mobile App Access

Once the Mobile App is enabled, the following settings will appear (you may need to scroll down to see these settings):

Outbound Caller ID
Ring Time (Change from 30 to 15 Seconds for optimal performance.)
App Login Credentials
QR Code for App Setup

There are two ways to connect your extension to the Unitel Voice mobile app:

Option 1: QR Code (Easiest – Recommended)

Download the Unitel Voice app from the Apple App Store or Google Play Store
Open the app and tap the QR code icon
Scan the QR code shown in your extension settings

Your app will automatically sync with your extension.

Option 2: Manual Login

Open the Unitel Voice app
Enter the username and passcode for your extension

Important:

Do not use your Master Admin Login
The app uses your extension login, not your Master Admin Login

6. Customize Voicemail

Go to the Voicemail settings section, and click Custom
Record a voicemail greeting using your computer’s microphone or upload a recorded file.
Under Voicemail to email notification, leave the setting as Copy.
Enter the email address where voicemail messages should be forwarded.

Tip: For better audio editing control, you may record greetings using:

Voice Memos (iPhone)
Voice Recorder (Android)

Upload the finished file to the voicemail settings.

7. Set Permissions

Scroll down to the Permissions section
Enable the Admin toggle to gain complete access to the phone system from this extension.
Enable the Billing toggle to access billing from this extension.

8. Save the Extension

Go to the Other options section
Adjust the timezone if necessary.
Click Save.

9. Create and Invite other users

Now that you've created an employee extension for yourself, we can create one for every member of your team.

Add another Employee Extension by clicking the + Icon on the Employee Extension list.
Edit the name and email in Personal Details
Set their Permissions Settings. They can be an admin with billing access, or you can give them access to other extensions if needed. If you leave them as is, they will only have access to their extension settings and information.
Click Save.
Now, to send an invite email to this newly created user, select the edit icon next to their employee extension, and select the Invite Extension button under Login Information. This will send an invite email to the user.

Now, 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

By default, Department Extension 0 forwards to the contact number you entered during sign-up.

Because many callers press 0 for assistance, this can significantly impact where your calls are routed.

We strongly recommend that you reassign Extension 0 to your newly created department 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 (can take up to 2 business days)

Visit: https://studio.unitelvoice.com

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.