Overview
In this setup, your Unitel Voice number will forward incoming calls to your main greeting. After the greeting plays, callers will be routed to the appropriate employee extension or to a group of employee extensions based on your needs.
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:
Create an employee extension for each team member
Add the employee extensions to Department Extension 0
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: Add Employee Extensions to Department Extension 0
By default, your phone system forwards callers to Department Extension 0 after the main greeting. We'll use this department extension to create a ring group of our employee extensions.
1. Add Employee Extensions to the Department 0
Delete the default forwarding number from the list 🗑️
Under Forwarding Settings, select Add Forwarding Number.
Enter a Name.
Select the employee extension from the dropdown menu.
Click ADD.
2: 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.
3. 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.
4. Configure 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 welcome greeting and department voicemail.
5. Save the 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 department (e.g., Extension 2 for Customer Support).
Step 3: Configure the Main Greeting
Your Main Greeting is the first impression callers have of your business. By default, the system plays a generic main greeting. We want to record and upload a custom greeting to create a more professional experience.
Our Greeting could sound something like this:
"Thank you for calling ABC Company. Please press zero or remain on the line to reach the next available representative."
Pro Tip: Include instructions like “Press 0 or stay on the line for the next available representative.” This allows callers to press 0 for immediate routing. Otherwise, the system waits briefly for input, which can cause a short delay before the call is routed automatically.
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
You'll find a drop-down menu below the greeting settings where you can choose what happens if a caller does not select an option:
Options include:
Repeat greeting
Transfer to extension
Since we're forwarding to a single ring group, we'll pick Transfer to extension and Select Extension 0.
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
Route calls to a group of employee extensions