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.
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
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. 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: 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 (can take up to 2 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