Overview
In this setup, your Unitel Voice number will forward incoming calls to your welcome greeting. After the greeting plays, callers will be routed to your phone number.
The setup involves three main steps:
Create an employee extension forwarding to your phone number
Add your employee extension to Department Extension 0
Record and upload your main greeting
Step 1: Create Your Employee Extension
Employee extensions represent the users of your phone system. Let's create yours.
1: Navigate to Extensions
Log in to your phone system.
Select Extensions.
Click Add Employee Extension.
2: Enter Personal Details
Enter your Name.
Enter your Email Address.
3: Configure Services
Under Services, you can manage how calls are handled. Set your service to:
Mobile App - OFF
Forwarding - ON
Voicemail - ON*
*Note: If you prefer to use your own phone’s voicemail, you may turn Voicemail OFF.
4: Add a Forwarding Phone Number
Scroll to Forwarding Settings.
Select Add Forwarding Number.
Enter a Name.
Select Custom from the dropdown menu.
Enter your phone number and click ADD.
3: 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 if you are using the Unitel Voice voicemail. If you are NOT using the Unitel Voice voicemail, we recommend adjusting to 60 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
6. 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.
7. Save the Extension
Go to the Other options section
Adjust the timezone if necessary.
Click Save.
Step 2: Add Your Employee Extension to Department Extension 0
By default, your phone system forwards callers to Department Extension 0 after the main greeting.
1. Add Your Employee Extensions to the Department 0
Delete the default forwarding number from the list 🗑️
Under Forwarding Settings, select Add Forwarding Number.
Enter your Name.
Select your employee extension from the dropdown menu.
Click ADD.
2. Configure Voicemail
Select Custom to record or upload a 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.
3. 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.
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.
Your 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 systems 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
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 the app, 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 your employee extension
Your employee extension will forward calls to your phone number