The setup flow
01Choose and verify a number
02Route calls and set hours
03Configure voicemail and messages
04Test and publish
Configuration checklist
1. Choose the number
Define market, number type and required capabilities. Complete eligibility checks and record the emergency-service instructions.
2. Configure routing
Add verified destinations, choose ring order or simultaneous routing, and define what happens when nobody answers.
3. Set business hours
Use the account’s actual timezone. Create open, closed and holiday behavior, with an intentional after-hours destination.
4. Prepare voicemail
Record a clear greeting, assign notification recipients and test message retrieval and retention expectations.
5. Enable SMS where supported
Confirm the number can send and receive the required message type. Complete any registration and consent workflow before outreach.
6. Organize the Unified Inbox
Assign owners, define response expectations and verify that supported calls, messages and voicemail appear in the intended workspace.
Acceptance test
- Call from an outside line during open and closed hours.
- Verify answer, forwarding, missed-call and voicemail paths.
- Send and receive a permitted test message where supported.
- Confirm caller identity behavior without assuming every destination displays it.
- Check emergency address records and user instructions.
- Test on desktop and Android where those interfaces are in scope.
Troubleshooting order
- Confirm the exact number and capability status.
- Check account, routing destination and working-hour state.
- Test one simple path before reintroducing branches.
- Capture time, origin, destination and observed outcome—without sharing credentials.
- Use the existing contact route when escalation is required.