Call routing: queues, forwarding, opening hours

Every call to your number follows three rules you set: what happens when someone calls, what happens when nobody answers, and what happens when you're closed. You set all three per number under Settings.

Short on time? Let your AI assistant do it. Connect it to us and just tell it what you want, like "close our line at 3 pm on Fridays" or "send unanswered calls to voicemail after 30 seconds". See the MCP guide. Prefer to do it yourself? Here's how.

New to us? Start with the Quick-start guide. It covers the basics and how to write a good welcome message.

Choose what happens when someone calls

You pick one call flow for your business hours. Here are your options:

Option	What the caller gets
Play welcome greeting, then transfer to…	Hears your welcome, then rings the colleagues or department you pick
Transfer to…	Rings the colleagues or department right away
Go to phone menu	Hears your welcome and presses 1 to 9. Each key goes to colleagues, a department, voicemail or a message
Go to voicemail	Hears your greeting and can leave a message
Play message and end call	Hears your message, then the call ends

To set it up:

1. Go to Settings and pick your number under Numbers.
2. Open When you're open.
3. Under When someone calls, pick an option and add your text and who should take the calls.
4. Save. The very next call follows your new setup.

Tip: each message can be up to 150 words or 1,500 characters, which is about one minute of speech.

Colleagues or a department

You can send calls to colleagues you pick or to a department, but not both.

When you pick colleagues, all of them who are free ring at the same time. If several people call at once, they're answered in the order they called.

A department has one shared queue. Callers are answered in the order they called, and any free colleague in the department can take the next call. If several of your numbers send calls to the same department, they share that queue. You create and edit departments under Departments.

You can't set a main colleague who always gets the call first. But there's a simple way around it: send calls to that colleague, and under If no one answers send them on to the others after 15 or 30 seconds. More on that in the next section.

While callers wait

By default, callers hear a ringtone while they wait for someone to answer. Prefer music? Open While callers wait on your number and pick Music instead of Ringtone. You can't upload your own music.

When nobody answers

If no one answers decides what happens if no one picks up in time. You choose how long it rings and where the call goes next.

1. Go to Settings, pick your number and open If no one answers.
2. Under Ring for, pick how long it rings: 15 or 30 seconds, 1 minute, 5, 10, 20, 30 or 45 minutes, or 1 hour. Pick Off to let calls ring until the caller hangs up.
3. Under When time runs out, pick what happens next: transfer to other colleagues or a department, voicemail, a phone menu, or a message before hanging up.
4. Save.

This rule only kicks in when a call is sent to colleagues or a department and nobody picks up. That includes transfers from a phone menu key or outside business hours. It doesn't run when the call goes to voicemail or a message.

For voicemail greetings, see Voicemail setup.

Outside business hours

Set your opening hours for each day, and choose what callers get when you're closed.

1. Go to Settings and pick your number.
2. Open Business hours, turn each day on or off and set the opening and closing time. Your hours follow the Timezone set on the same page. Save.
3. Open When you're closed and, under When someone calls, pick voicemail, a message before hanging up, a transfer, or a phone menu.
4. Save.

Several languages on one number

You don't need a separate number for each language. A phone menu does the job:

1. Open When you're open on your number and pick Go to phone menu.
2. Write a welcome in both languages, for example "For English, press 1. For Danish, press 2."
3. Point each key to the right colleagues, department, voicemail or message.
4. Open Voice on your number and pick the one you like. All our voices speak both Danish and English, and you can listen to each one reading your welcome message before you choose. The voice you pick reads every greeting on that number.

The menu has one level, so each key takes callers straight to where they need to go.

Forwarding to an external number

Right now, calls can go to your colleagues and departments in the app. You can't forward calls to a phone number outside your account.

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