Overview
In this setup, your Unitel Voice number will forward incoming calls directly to the appropriate team or ring-group of employee extensions.
The setup involves four main steps:
Create employee extensions for each team member
Add employee extensions to Department Extension 0
Forward your phone number to Department Extension 0
Change your On-Hold Music to Ringtone
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: 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
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: 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 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.
Step 2: Forward Phone Number to Department Extension 0
By default, your phone system forwards callers to the main greeting. You will need to adjust it to forward directly to Department Extension 0.
1. Navigate to Phone Numbers
Go to Settings and then select Phone Numbers.
2. Edit Phone Number Settings
Select Transfer to extension, it will automatically save.
Confirm it is set to Ext 0.
Step 3: Change On-Hold Music to Ringtone
Our callers will not hear a main greeting. We want them to hear a ringtone as the call forwards to your ring group.
1. Navigate to Music On Hold
Go to Settings.
Select Music on hold.
Select Ringtone. The settings will automatically save.
✅ Setup Complete
Your phone system will now:
Forward callers directly to a department extension (Ring Group)
Based on your settings, the department extension will route calls to the correct employee extensions