PHONE SYSTEM CONFIGURATION
Phone system is the CRM's built-in telephony that handles inbound/outbound calling, routing, and SIP deskphone integration.
It centralizes call activity with contacts, users, automations, and recording/transcription when enabled.
Here's a quick overview:
🎙️ How It Works
Routing priority – Calls are evaluated in order: IVR/workflow → Voice AI (if set to answer) → owner/assigned-user routing → team/device routing → external forwarding → backup (voicemail or Voice AI).
Simultaneous ringing – After the routing path is chosen, eligible devices/team members can ring at the same time; first answer connects
.
Connection behavior – Whisper prompts, press-to-connect, and other connect settings apply when a human picks up.
Call timeout – Calls auto-disconnect after a maximum of 2 hours.
✨ Key Features
IVR / Workflow – Play menus, collect input, and route callers to people or departments.
Voice AI – Can answer calls directly or act as a backup voicemail alternative.
Owner-based routing – Phone or contact owners may receive priority routing.
Ring All / Simultaneous Ring – Distribute incoming calls to multiple team members.
Physical SIP deskphone support – Provision open-SIP deskphones and assign them to users.
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