Overview
In this setup, your Unitel Voice number will forward incoming calls directly to the appropriate team or ring-group of employee extensions.
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 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
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
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.
You have three options:
Option 1: Use our system's recording tool
Option 2: Upload an audio fileTip: 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.
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 3: 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 4: 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