Overview
In this setup, your Unitel Voice number will play your menu greeting, offering callers a menu of departments to choose from. Each of these options will forward to your phone number.
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:
Updating extension 700 from ringing your Unitel Voice app to forwarding to a phone number
Create Department Extensions
Record and upload your main greeting
Step 1: Update Your Employee Extension
Your Employee Extension is automatically configured to ring the Unitel Voice mobile app. We need to disable the Unitel Voice app, and forward calls to your desired phone number.
1: Navigate to Extensions
Log in to your phone system.
Select Extensions.
Click EDIT next to your Employee Extension.
2: 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.
3: 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.
4: 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
5. Save the Extension
Go to the Other options section
Adjust the timezone if necessary.
Click Save.
Step 2: Create Department Extensions
Examples of departments:
Sales
Customer Support
Billing
1. Create a Department Extension
Go to Extensions.
Under "Departments" section, click the + icon to Add a new Department Extension.
Enter the extension number you are trying to create in the Department number field.
Enter the Department name.
Example:
Extension 1 – Sales
2. Add Your Employee Extension to the Department
Under Forwarding Settings, select Add Forwarding Number.
Enter your name
Select your employee extension from the dropdown menu.
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
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
4. Configure Department Voicemail
Department extensions can also have their own 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 main greeting and even department greetings...
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 additional department you want to add (e.g., Customer Support).
Step 3: Configure the Main Greeting
The main greeting is the first thing your callers will hear. By default, the system plays a generic main greeting. We want to record and upload a custom one for your business.
Your Greeting could sound something like this:
"Thank you for calling ABC Company. For the Sales Department, press 1. For our Customer Care Team, press 2. For all other inquires, please press zero or remain on the line to reach the next available representative."
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
Below the greeting settings, you can choose what happens if a caller does not select an option:
Options include:
Repeat greeting
Transfer to extension
Since we are offering a menu of options, we'll pick Repeat Main Greeting.
4. Optional Set Business Hours
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
Provide callers with department menu options
Route calls to your employee extension
Your employee extension will forward callers to your Phone Number