Choose who callers are put through to
Decide who rings when a caller asks your AI agent for a person during business hours.
Where to find it
Settings › Phone lines › Settings › Who to put through when a caller asks for a person (or step 5 of the Setup wizard, Who to put through, and call rules)
Open this screen
Steps
- Open Settings › Phone lines and press Settings on the line.
- Under Who to put through when a caller asks for a person, tick the Members and Saved numbers to ring.
- Optionally enter an Outside number, such as a mobile.
- Set Ring for (seconds): how long they ring before the caller can leave a message.
- Press Save.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Members | Members of your organisation to ring. Everyone chosen rings at once. | None |
| Saved numbers | Numbers saved for this line to ring. | None |
| Outside number | One more phone number to ring, outside your organisation. | Empty |
| Ring for (seconds) | How long they ring before giving up: 10 to 600 seconds. | 20 |
Troubleshooting
"That number cannot be used for a transfer (emergency, premium-rate or special-service numbers are never rung)."
Enter an ordinary landline or mobile number.
"Transfers can only ring numbers in Japan. International forwarding is off for your organisation."
Use a number in Japan, or ask CallDesk about international forwarding.
"Choose members of this organisation only."
Only your own organisation's members can be chosen. Reload the page and pick again.
Tips
- Outside business hours, or with nobody chosen, your AI agent says nobody can come to the phone right now and keeps helping.
- With transfer targets set (folded under Advanced: transfer targets by time of day), the AI uses those instead of this list. The line under this card always says which one is used.
Good to know
- Only owners, administrators and managers can change it.
Related how-tos
- Phone lines See every phone line, whether your AI agent answers it, and open a line to set its number, AI agent, language, hours and who callers are put through to.
- Set transfer targets for a line List the people and numbers the AI puts callers through to, with their own hours, and whether the person hears who is calling first.
- Set a line's business hours Set when a caller who asks for a person can be put through; outside these hours your AI agent says nobody can come to the phone and keeps helping.
- Setup wizard Set up phone answering in seven steps, one at a time: a phone line and its business hours, your agent's voice, your AI prompt, the knowledge base your agent answers from, who to put through and the rules for calls, a test, then switching your AI agent on.