Tutorial: Phone Tree, Auto-Attendant (IVR) with Extensions
Auto-attendant is designed as an easy self-service setup.
You can route your main iPlum number to different users in your organization by creating a phone tree with virtual receptionist and extensions like "Press 1 for ..., press 2 for ..." etc.
Note: If you need special technical consulting for your advance setup, you can request a 30 minute live Zoom conference call with our in-house specialists using this special link for $25. They will walk you step by step.
Common Setup Examples:
I. Multiple users mobile phone system - Simple
II. Multiple users mobile phone system - Complex
(Supports multiple profiles based on hours/day of the week.)
III. Two user mobile phone system (owner & assistant)
IV. Single user mobile phone system
Additional Phone Tree Features:
a) Does my phone tree handle multiple incoming calls at same time?
b) Can I setup multiple extensions routing calls to same iPlum number?
c) Can I setup an extension routing calls to an external non-iPlum number?
d) How to setup an extension to call multiple numbers sequentially or simultaneously?
e) How to setup extensions going directly to different voicemails?
f) How to setup information announcements like directory, hours of operation, directions?
g) How to setup directory of users?
h) Can I use my main iPlum number in one of the extensions?
i) How to configure multiple receptionists for an extension?
j) How to setup tree with multiple levels of Auto-Attendants (IVR)?
k) First ring an iPlum number, if unanswered, send the call to an Auto-Attendant (IVR) with extensions?
l) Using auto-attendant (IVR), first ring an external number, if unanswered send the call to iPlum voicemail?
m) Using auto-attendant (IVR), first ring an iPlum number, if unanswered send the call to an external answering service?
n) How to setup business hours for my auto-attendant (IVR)?
o) How to setup business hours when iPlum calls are routing to an external number?
p) Can I transfer my existing number to iPlum and setup auto-attendant?
q) Which Caller-ID will show for incoming iPlum calls?
r) How to display main iPlum number as caller-id for my users?
s) How to transfer calls between extensions?
t) Can I record my iPlum calls?
u) What are Advanced Auto-Attendant (IVR) Settings?
v) Put call on hold with music?
Sample phone tree requirements for the business
A medical office has multiple practitioners. Each practitioner needs to call & send secure text to their clients using a real phone number on their mobile . The practice needs a phone tree with auto-attendant and extensions.
- Ability to make/receive business calls and texts as separate 2nd line on their mobile phone.
- Create extensions for receptionist, accounting and support departments.
- Create an extension to announce directory with names and extensions.
- Create an extension to announce directions and business hours.
Step by step process
A. Create the primary iPlum number and additional users.
For each user who will use iPlum you will create a login-id with an iPlum subscription on it.
- Get primary iPlum number
Go to https://my.iplum.com
Click "Get iPlum Number" for the primary account and follow the prompts to purchase an iPlum number subscription. This will be your primary number. You can also port an existing number into iPlum ( read steps). - Create login-ids for employees
Note: Even if you want one number for all employees, you will still need to get a subscription with iPlum number for each user. In subsequent steps you can change the outgoing caller-id for each user to show the primary number.
Click: Dashboard || Users || "Add New User (Phone/Fax)" to create login-id with employee's mobile phone number or their email address.
They will receive an invitation link via phone text or email. They will click the link and setup a new password for their account. This employee is now connected to the primary account and as an administrator you will see them accepted in "Users" section in your iPlum portal.
Click: Dashboard || Users || Click iPlum Login ID of the User || Get iPlum Number.
Follow the prompts to purchase an iPlum number with subscription for this user. - Change user's outgoing caller-id
(Do this if you want users to show primary number when they dial out)
By default the user caller-id is their own iPlum name and number. You can change it to show primary number's caller-id so that all outgoing calls from users show primary iPlum number and name.
Click: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions || Caller-ID (Outgoing) || Edit || Select "Primary iPlum number" and save. - (Optional) Setup business hours for this user
Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Do Not Disturb, Non Business hours || Edit.
Toggle switch for calls and /or texts. Select hours. Make sure you enter the non-business hours like 5 PM to 8 AM. The system will automatically convert them to business hours. Save it. - Setup voice network mode for best call reliability
Note: Voice network mode maintains iPlum Caller-ID for all iPlum calls.
Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use My Voice Network || Enter the physical mobile phone number where this iPlum app will be used and save.
Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use My Voice Network || Enter the physical mobile phone number where this iPlum app will be used and save.
B. Setup Phone Tree
1. Initialize Phone Tree
Click "Dashboard || Phone Tree & Extensions" and click "Setup Phone Tree" (Only required first time).
2. Profile
The system generates one default profile. Most businesses are fine with the default profile.
Profiles allow you to create multiple set of extensions for different hours or days of the week.
Profiles are NOT your business hours. Business hours are configured in "Do Not Disturb" module in Settings.
3. Auto-Attendant Greeting
Sample greeting text:
Thank you for reaching our healthcare practice. For any medical emergencies please dial 911 or go to your nearest hospital. If you know your practitioner's extension, please dial it now. Otherwise during our normal business hours between 8 AM to 5 PM Monday to Friday, please press 1 for making a new patient appointment, 2 for directory of physicians, 3 for directions, 4 for billing and accounting. To leave a voicemail press 0. If you are calling us after hours, please press 5 and you will be transferred to our answering service. Press 9 to repeat these options.
4. Extensions
Maximum length of extension digits: If you want single digit extensions like 1,2,3 ..9, you will set this value to 1. If you want extensions like 11, 12, 13..., you will set this value to 2. If you want a mix of extensions like 1,2,3, 10, 11, 91..., you will set this value to maximum digits which will be 2. You can set upto 4 digit extensions.
- Employee extensions
Click "Add Extension". Enter: 11; select type as "Ring Single iPlum Number" ; select iPlum number from dropdown for employee-1. You can keep the voicemail to user's iPlum number or go to primary number based on your requirements for this user. Save it.
Click "Add Extension". Enter: 12; select type as "Ring Single iPlum Number" ; select iPlum number from dropdown for employee-2 You can keep the voicemail to user's iPlum number or go to primary number based on your requirements for this user. Save it.
Create extensions for other employees and save it.
- Primary Voicemail
Click "Add Extension". Enter: 0; select type as "Do not Ring. Send to Primary Voicemail". Save it.
- Receptionist
Click "Add Extension". Enter: 1; select type as "Ring Single iPlum number"; select iPlum number from dropdown for receptionist. You can keep the voicemail to user's iPlum number or go to primary number based on your requirements for this user.
- Landline vs. Mobile: Above extension setup assumes your receptionist will use a mobile phone with iPlum configured as 2nd line. If you would rather use a landline for the receptionist, you can separately setup a landline in your office with your local provider and select that number for this extension as type "Single External Number" when you add this extension.
- Multiple receptionists: If you have more than one receptionist, check this section for its configuration.
- Directory
Note: Create one extension & set Action as "Announcement". Then record the directory of all users with their extensions as text to speech or your own voice. You can use a custom audio file as well. Please add an additional line in beginning of your directory announcement which tells the callers to press * "star" to skip rest of directory & then press that extension they want to reach.
Click "Add Extension". Enter: 2; select type as "Play Announcement".
Sample text:
When you hear your party's extension please press star to skip rest of the directory and dial that extension. For Mary Jane, please dial 11. For Casey Dill, dial 12. For Jennifer Crawford, dial 13.....
You can choose to end the call after playing the information or take the caller back to the main greeting.
- Directions, Locations
Note: During announcement play if the user presses star *, it will skip rest of the announcement and take the caller back to the main auto-attendant greeting.
Click "Add Extension". Enter: 3; select type as "Play Announcement"
Sample text:
At any time you can press star to end this announcement and go back to main menu. We are located at ABC street, Suite 101, City, State. We are open Monday to Friday 8 AM to 5 PM. We are closed Saturday and Sunday.
Type your directions and address information for Text to Speech or record audio in your own voice. You can also record a custom mp3 sound file with these instructions. You can choose to end the call after playing the information or take the caller back to the main greeting.
- Billing & Accounting
Click "Add Extension". Enter: 4; select type as "Ring Multiple iPlum/External Numbers - Simultaneous" for Billing. Add multiple numbers (iPlum, external numbers or mix) Choose the option for main voicemail to use when the extension is not answered. You can also read this section for setting hunt group with multiple numbers.
- Repeat Greetings
Click "Add Extension". Enter: 9; select type as "Repeat Greeting". Save it.
- Answering service for after-hours
Click "Add Extension". Enter: 5; select type as "Ring Single External Number" and type the answering service phone number.
Configure extensions to dial multiple numbers Sequentially or Simultaneously?
You can enter multiple phone numbers for any extension/s. For sequential flow the system will try each number in a hunt group and move to next available in the sequence. It will try for 18 seconds for each number. For simultaneous call flow, the system will dial all numbers at the same time, whosoever first picks the call gets connected. You can choose to send the unanswered call to go to the main number voicemail.
5. Advanced Settings
It is recommended to keep default values for this section.
C. Enable or Pause Phone Tree
Click "Save Configuration" button at the bottom of page and Toggle Enable switch green to enable Phone Tree.
Note: If you want to disable or by-pass Phone Tree, toggle the Enable switch to red.
II. Multiple users mobile phone system example - Complex
(Supports multiple profiles based on hours/day of the week.)
Sample phone tree requirements for the business:
Each employee needs to call & send text to their clients using a real phone number on their mobile . The company needs a phone tree with auto-attendant and extensions.
- Ability to make/receive business calls and texts as separate 2nd line on their mobile phone.
- Create extensions for receptionist, accounting and support departments.
- Create an extension to announce directions and business hours.
- Create an extension to announce directory with names and extensions.
- Create business-hours profile: 8 AM - 5 PM Monday to Friday.
- Create after-hours and weekend profile to route the calls to an answering service.
- Setup individual business hours for each user from 8 AM - 5 PM Monday to Friday.
Step by step process
A. Create the primary iPlum number and additional users
For each user who will use iPlum you will create a login-id with an iPlum subscription in it.
- Get primary iPlum number
https://my.iplum.com
Click "Get iPlum Number" for the primary account and follow the prompts to purchase an iPlum number with a subscription. You can also port an existing number into iPlum ( read steps). - Create login-ids for employees
Note: Even if you want one number for all employees, you will still need to get an iPlum subscription with iPlum number for each user. In subsequent step you can change the outgoing caller-id for user to show the primary number.
Click: Dashboard || Users || "Add New User (Phone/Fax)" to create login-id with employee's mobile phone number or their email address.
They will receive an invitation link via phone text or email used to create their login-id. They will click the link and setup a new password for their account. This employee is now connected to the primary account and as an administrator you will see them accepted in "Users" section in your iPlum portal.
Click: Dashboard || Users || Click iPlum Login ID of the User || Get iPlum Number.
Follow the prompts to purchase an iPlum number with subscription for this additional line. - Change user's outgoing caller-id
(Do this if you want users to show primary number when they dial out)
By default the user caller-id is their own iPlum name and number. You can change it to show primary number's caller-id so that all outgoing calls from users show primary iPlum number and name.
Click: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions || Caller-ID (Outgoing) || Edit || Select "Primary iPlum number" and save. - (Optional) Setup business hours for this user
Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Do Not Disturb, Non Business hours || Edit.
Toggle switch for calls and /or texts. Select hours. Make sure you enter the non-business hours like 5 PM to 8 AM. The system will automatically convert them to business hours. Save it. - Setup voice network mode for best call reliability
Note: Voice network mode maintains iPlum Caller-ID for all iPlum calls.
Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use My Voice Network || Enter the physical mobile phone number where this iPlum app will be used and save.
Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use My Voice Network || Enter the physical mobile phone number where this iPlum app will be used and save.
B. Setup Phone Tree
1. Initialize Phone Tree
Click "Dashboard || Phone Tree & Extensions" and click "Setup Phone Tree" (Only required first time).
2. Profile
The system generates one default profile. Most businesses are fine with the default profile. Profiles allow you to create multiple set of extensions for different hours or days of the week.
Profiles are NOT your business hours. Business hours are configured in "Do Not Disturb" module in Settings.
Since this complex example assumes two profiles, enter a name for the first profile: Business Hours
Click "+" to create another profile. Enter a name for this profile: After Hours
3. Auto-Attendant Greeting (Business Hours Profile)
Sample greeting text:
Thank you for reaching ABC healthcare practice. For any medical emergencies please dial 911 or go to your nearest hospital. If you know your party's extension, please dial it now. Otherwise during our normal business hours between 8 AM to 5 PM Monday to Friday, please press 1 for making a new patient appointment, 2 for directory of employees, 3 for directions, 4 for billing and accounting. To leave a voicemail press o. If you are calling us after hours, please press 5 and you will be transferred to our answering service. Press 9 to repeat these options.
4. Extensions (Business Hours Profile)
Maximum length of extension digits: If you want single digit extensions like 1,2,3 ..9, you will set this value to 1. If you want extensions like 11, 12, 13..., you will set this value to 2. If you want a mix of extensions like 1,2,3, 10, 11, 91..., you will set this value to maximum digits which will be 2. You can set upto 4 digit extensions.
- Employee extensions
Click "Add Extension". Enter: 11; select type as "Ring Single iPlum Number" ; select iPlum number from dropdown for employee-1. You can keep the voicemail to user's iPlum number or go to main number based on your requirements for this user. Save it.
Click "Add Extension". Enter: 12; select type as "Ring Single iPlum Number" ; select iPlum number from dropdown for employee-2 You can keep the voicemail to user's iPlum number or go to main number based on your requirements for this user. Save it.
Create extensions for other employees and save it.
- Primary Voicemail
Click "Add Extension". Enter: 0; select type as "Do not Ring. Send to Main Voicemail". Save it.
- Receptionist
Click "Add Extension". Enter: 1; select type as "Ring Single iPlum number"; select iPlum number from dropdown for receptionist. You can keep the voicemail to user's iPlum number or go to main number based on your requirements for this user.
- Landline vs. Mobile: Above extension setup assumes your receptionist will use a mobile phone with iPlum configured as 2nd line. If you would rather use a landline for the receptionist, you can separately setup a landline in your office with your local provider and select that number for this extension as type "Single External Number" when you add this extension.
- Multiple receptionists: If you have more than one receptionist, check this section for its configuration.
- Directory
Note: Create one extension & set Action as "Announcement". Then record the directory of all users with their extensions as text to speech or your own voice. You can use a custom audio file as well. Please add an additional line in beginning of your directory announcement which tells the callers to press * "star" to skip rest of directory & then press that extension they want to reach.
Click "Add Extension". Enter: 2; select type as "Play Announcement".
Sample text:
When you hear your party's extension please press star to skip rest of the directory and dial that extension. For Mary Jane, please dial 11. For Casey Dill, dial 12. For Jennifer Crawford, dial 13.....
You can choose to end the call after playing the information or take the caller back to the main greeting. - Directions, Locations
Note: During announcement play if the user presses star *, it will skip rest of the announcement and take the caller back to the main auto-attendant greeting.
Click "Add Extension". Enter: 3; select type as "Play Announcement"
Sample text:
At any time you can press star to end this announcement and go back to main menu. We are located at ABC street, Suite 101, City, State. We are open Monday to Friday 8 AM to 5 PM. We are closed Saturday and Sunday.
Type your directions and address information for Text to Speech or record audio in your own voice. You can also record a custom mp3 sound file with these instructions. You can choose to end the call after playing the information or take the caller back to the main greeting.
- Billing & Accounting
Click "Add Extension". Enter: 4; select type as "Ring Multiple iPlum/External Numbers - Simultaneous" for Billing. Add multiple numbers (iPlum, external numbers or mix). Choose the option for primary voicemail to use when the extension is not answered. You can also read this section for setting hunt group with multiple numbers.
- Repeat Greetings
Click "Add Extension". Enter: 9; select type as "Repeat Greeting". Save it.
- Answering service for after-hours:
Click "Add Extension". Enter: 5; select type as "Ring Single External Number" and type the answering service phone number. - Configure extensions to dial multiple numbers Sequentially or Simultaneously?
You can enter multiple phone numbers for any extension/s. For sequential flow the system will try each number in a hunt group and move to next available in the sequence. It will try for 18 seconds for each number. For simultaneous call flow, the system will dial all numbers at the same time, whosoever first picks the call gets connected. You can choose to send the unanswered call to go to the main number voicemail.
5. Hours (Business Hours Profile)
Select hours priority of this profile: 1.
Note: Hours priority (1 to 9) has to be unique. If there are overlapping time periods (hours) across profiles, the system will use the priority levels for its management. e.g. Hours priority 1 takes precedence over priority 2.
Verify your time zone: e.g. America/Los Angeles (UTC-08:00) .
Select hours: Monday to Friday From 8 AM - To 5 PM. Click Skip for Saturday and Sunday.Note: There are additional options for each user to setup their own working hours in the Do-Not-Disturb section of Settings module or in their iPlum app.
6. Advanced Settings (Business Hours Profile)
It is recommended to keep default values for this section.
7. Set After Hours Profile
8. Auto-Attendant Greeting (After Hours Profile)
Sample greeting text:
Thank you for reaching ABC healthcare practice. For any medical emergencies please dial 911 or go to your nearest hospital. Our normal business hours are between 8 AM to 5 PM Monday to Friday. You have called us after hours or on a weekend. To leave a voicemail press 0, Otherwise press 5 and you will be transferred to our answering service. Press 9 to repeat these options.
9. Extensions (After Hours Profile)
- Main Voicemail
Click "Add Extension". Enter: 0; select type as "Do not Ring. Send to Main Voicemail". Save it.
- Repeat Greetings
Click "Add Extension". Enter: 9; select type as "Repeat Greeting".
- Answering service for after-hours:
Click "Add Extension". Enter: 5; select type as "Ring Single External Number" and type the answering service phone number.
10. Hours (After Hours Profile)
Select hours priority of this profile: 2.
Note: Hours priority (1 to 9) has to be unique. If there are overlapping time periods (hours) across profiles, the system will use the priority levels for its management. e.g. Hours priority 1 takes precedence over priority 2.
Verify your time zone: e.g. America/Los Angeles (UTC-08:00) .
Select hours: Monday to Friday From 5 PM - To 8 AM. Click "All Day" for Saturday and Sunday.
11. Advanced Settings (After Hours Profile)
It is recommended to keep default values for this section.
C. Enable or Pause Phone Tree.
Click “Save Configuration” button at the bottom of page and Toggle Enable switch green to enable Phone Tree.
Note: If you want to disable or by-pass Phone Tree, toggle the Enable switch to red.
III. Two user mobile phone system (Owner & Assistant)
Step by step process
A. How to create the primary iPlum number and an additional user?
- Get primary iPlum number
Login https://my.iplum.com
Click “Get iPlum Number” for the primary account and follow the prompts to purchase an iPlum number subscription. This will be your primary number. You can also port an existing number into iPlum ( read steps). - Create login-id and subscription for additional user
Note: Even if you want same number for owner and assistant, you will still need a subscription with iPlum number for additional user. In subsequent step you can change the outgoing caller-id for this user to show the primary number.
Click: Dashboard || Users || “Add New User (Phone/Fax)” to create login-id with assistant’s mobile phone number or their email address.
They will receive an invitation link via phone text or email. They will click the link and setup a new password for their account. This employee is now connected to the primary account and as an administrator you will see them accepted in “Users” section in your iPlum portal.
Click: Dashboard || Users || Click iPlum Login ID of the User || Get iPlum Number.
Follow the prompts to purchase an iPlum number with subscription for this user. - Change user’s outgoing caller-id
By default the user caller-id is their own iPlum name and number. You can change it to show primary number’s caller-id so that all outgoing calls from users show primary iPlum number and name.
Click: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions || Caller-ID (Outgoing) || Edit || Select “Primary iPlum number” and save. - Setup business hours for this user
Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Do Not Disturb, Non Business hours || Edit.
Toggle switch for calls and /or texts. Select hours. Make sure you enter the non-business hours like 5 PM to 8 AM. The system will automatically convert them to business hours. Save it. - Setup voice network mode for best call reliability
- Note: Voice network mode maintains iPlum Caller-ID for all iPlum calls.
Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use My Voice Network || Enter the physical mobile phone number where this iPlum app will be used and save.
Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use My Voice Network || Enter the physical mobile phone number where this iPlum app will be used and save.
B. Setup Phone Tree
1. Initialize Phone Tree
Click “Dashboard || Phone Tree & Extensions” and click “Setup Phone Tree” (Only required first time).
2. Profile
The system generates one default profile. Most businesses are fine with the default profile.
Profiles allow you to create multiple set of extensions for different hours or days of the week.
Profiles are NOT your business hours. Business hours are configured in “Do Not Disturb” module in Settings.
3. Auto-Attendant Greeting
Sample greeting text:
Thank you for reaching our healthcare practice. For any medical emergencies please dial 911 or go to your nearest hospital. If you know your practitioner’s extension, please dial it now. Otherwise during our normal business hours between 8 AM to 5 PM Monday to Friday, please press 1 for making a new patient appointment, 2 for billing and accounting, 3 for directions. To leave a voicemail press 0. If you are calling us after hours, please press 4 and you will be transferred to our answering service. Press 9 to repeat these options.
4. Extensions
Maximum length of extension digits: If you want single digit extensions like 1,2,3 ..9, you will set this value to 1. If you want extensions like 11, 12, 13…, you will set this value to 2. If you want a mix of extensions like 1,2,3, 10, 11, 91…, you will set this value to maximum digits which will be 2. You can set upto 4 digit extensions.
- Add extensions
Click “Add Extension”. Enter: 1; select type as “Ring Single iPlum Number” ; select iPlum number from dropdown for assistant. You can keep the voicemail to user’s iPlum number or go to primary number based on your requirements for this user. Save it.
Click “Add Extension”. Enter: 2; select type as “Ring Single iPlum Number” ; select iPlum number from dropdown for assistant. You can keep the voicemail to user’s iPlum number or go to primary number based on your requirements for this user. Save it.
Click “Add Extension”. Enter: 0; select type as “Do not Ring. Send to Primary Voicemail”. Save it.
Click “Add Extension”. Enter: 9; select type as “Repeat Greeting”. Save it.
Click “Add Extension”. Enter: 3; select type as “Play Announcement for Directions and Locations”
Sample text:
At any time you can press star to end this announcement and go back to main menu. We are located at ABC street, Suite 101, City, State. We are open Monday to Friday 8 AM to 5 PM. We are closed Saturday and Sunday.
Note: During announcement play if the user presses star *, it will skip rest of the announcement and take the caller back to the main auto-attendant greeting.
Type your directions and address information for Text to Speech or record audio in your own voice. You can also record a custom mp3 sound file with these instructions. You can choose to end the call after playing the information or take the caller back to the main greeting. - Answering service for after-hours
Click “Add Extension”. Enter: 4; select type as “Ring Single External Number” and type the answering service phone number. - Configure extensions to dial multiple numbers Sequentially or Simultaneously?
You can enter multiple phone numbers for any extension/s. For sequential flow the system will try each number in a hunt group and move to next available in the sequence. It will try for 18 seconds for each number. For simultaneous call flow, the system will dial all numbers at the same time, whosoever first picks the call gets connected. You can choose to send the unanswered call to go to the main number voicemail.
C. Advanced Settings
It is recommended to keep default values for this section.
G. Enable or Pause Phone Tree
Click “Save Configuration” button at the bottom of page and Toggle Enable switch green to enable Phone Tree.
Note: If you want to disable or by-pass Phone Tree, toggle the Enable switch to red.
IV: Single user mobile phone system example
Single user phone system is a simplified version of multiple user phone system. It will be helpful to review multiple user phone system example which has many scenarios covered.
Step by step process
A. Create the primary iPlum number
- Get primary iPlum number: https://my.iplum.com
Click “Get iPlum Number” and follow the prompts to purchase an iPlum number with subscription. This will be your primary number. You can also port an existing number into iPlum ( read steps). - (Optional) Setup business hours
- Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Do Not Disturb, Non Business hours || Edit.
- Toggle switch for calls and /or texts. Select hours. Make sure you enter the non-business hours like 5 PM to 8 AM. The system will automatically convert them to business hours. Save it.
- Setup voice network mode for best call reliability
- Note: Voice network mode maintains iPlum Caller-ID for all iPlum calls.
- Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use My Voice Network || Enter the physical mobile phone number where this iPlum app will be used and save.
- Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use My Voice Network || Enter the physical mobile phone number where this iPlum app will be used and save.
B. Setup Phone Tree
1. Initialize Phone Tree
Click “Dashboard || Phone Tree & Extensions” and click “Setup Phone Tree” (Only required first time).
2. Profile
The system generates one default profile. Most businesses are fine with the default profile.
Profiles allow you to create multiple set of extensions for different hours or days of the week.
Profiles are NOT your business hours. Business hours are configured in “Do Not Disturb” module in Settings.
3. Auto-Attendant Greeting
Sample greeting text:
Welcome and thank you for calling Mary’s consulting company where we design beautiful houses. Our normal business hours are 8 AM to 5 PM Monday to Friday. Please press 1 to reach Mary, 2 for directions to our office and 3 for billing. If this is after hours please press 4 to leave a voicemail. To hear these options again, please press 9.
4. Extensions
Maximum length of extension digits: If you want single digit extensions like 1,2,3 ..9, you will set this value to 1. If you want extensions like 11, 12, 13…, you will set this value to 2. If you want a mix of extensions like 1,2,3, 10, 11, 91…, you will set this value to maximum digits which will be 2. You can set upto 4 digit extensions.
Add Extensions
- Click “Add Extension”. Enter: 1; select type as “Ring Single iPlum Number” and select your iPlum # or “Do not Ring. Send to Primary Voicemail” (If you want the call to go directly to voicemail).
- Click “Add Extension”. Enter: 3; select type as “Ring Single iPlum Number” and select your iPlum # or “Do not Ring. Send to Primary Voicemail” (If you want the call to go directly to voicemail).
- Click “Add Extension”. Enter: 4; select type as “Do not Ring. Send to Primary Voicemail”.
- Click “Add Extension”. Enter: 9; select type as “Repeat Greeting”.
- Directions, Locations
Note: During announcement play if the user presses star *, it will skip rest of the announcement and take the caller back to the main auto-attendant greeting.
Click “Add Extension”. Enter: 2; select type as “Play Announcement”
Sample text:
At any time you can press star to end this announcement and go back to main menu. We are located at ABC street, Suite 101, City, State. We are open Monday to Friday 8 AM to 5 PM. We are closed Saturday and Sunday.
Type your directions and address information for Text to Speech or record audio in your own voice. You can also record a custom mp3 sound file with these instructions. You can choose to end the call after playing the information or take the caller back to the main greeting.
5. Advanced Auto-Attendant (IVR) Settings:
It is advisable to keep other timers and counts with their default values.
C. Enable or Pause Phone Tree
Click “Save Configuration” button at the bottom of page and Toggle Enable switch green to enable Phone Tree.
Note: If you want to disable or by-pass Phone Tree, toggle the Enable switch to red.
Additional Phone Tree Features
a) Does my Phone Tree handle multiple incoming calls at same time?
Yes, you can receive any number of simultaneous calls to your main iPlum number using Phone Tree. iPlum provides multi-paths for your iPlum incoming calls by default.
b) Can I setup multiple extensions routing calls to same iPlum number?
Yes, you will create multiple extensions and point them to the same iPlum number.
Example:
Welcome and thank you for reaching John’s Architecture Company where we help to build office buildings. Press 201 for new clients, 202 for design support, 203 for billing and zero to reach operator. Press nine to repeat this menu.
Extensions:
Maximum length of extension digits: 3
Add Extension. Enter: 201; Select type as “Ring Single iPlum Number” and select iPlum #.
Add Extension. Enter: 202; Select type as “Ring Single iPlum Number” and select iPlum #.
Add Extension. Enter: 203; Select type as “Ring Single iPlum Number” and select iPlum #.
Add Extension. Enter: 0; Select type as “Do not Ring. Send to Primary Voicemail”.
Add Extension. Enter: 9; Select type as “Repeat Greeting”.
c) Can I setup an extension routing calls to an external non-iPlum number?
Yes, you will create an extensions and point it to the external non-iPlum number.
Example:
Sample Greeting:
Welcome and thank you for reaching John’s consulting. Please press one to setup an appointment.
Extensions:
Maximum length of extension digits: 1
Add Extension. Enter: 1; Select type as “Ring Single External Number”. Enter the external phone number to route the calls.
d) How to setup an extension to call multiple numbers sequentially or simultaneously?
Sequential or Simultaneous Multiple Numbers means that you can enter multiple phone numbers for one extension. For sequential flow the system will try each number in the hunting group and move to next available in the sequence. It will try for 18 seconds for each number. For simultaneous call flow, the system will dial all numbers at the same time, whosoever first picks the call gets connected. You can choose to send the unanswered call to the main number voicemail.
Example:
Extensions:
Maximum length of extension digits: 1
Add Extension. Enter: 1; Select type as Ring Multiple iPlum/External Numbers – Sequential ; Enter iPlum numbers which you want to ring one after the other when caller presses option 1. You can choose to send the unanswered call to the primary number voicemail.
OR
Add Extension. Enter: 1; Select type as Ring Multiple iPlum/External Numbers – Simultaneous ; Enter iPlum numbers which you want to ring simultaneous when caller presses option 1. You can choose to send the unanswered call to the primary number voicemail.
e) How to setup extensions going directly to different voicemails?
Each iPlum number has one voicemail box. For multiple voicemails, you will create users with its own iPlum numbers and route phone tree extensions to those numbers.
Additionally you can set up Do-Not-Disturb on these new iPlum numbers so that when user selects that extension, it will directly go to that voicemail without ringing.
You can access voicemails in your iPlum app or iPlum online portal.
f) How to setup information announcements like directory, hours of operation, directions?
Add Extension. Enter extension number; Select type as “Play Information”. Type your information for Text to Speech or you can record a custom mp3 sound file as per these instructions.
You can choose to end the call after playing the information or take the caller back to the main greeting.
Sample text:
At any time you can press star to end this announcement and go back to main menu. We are located at ABC street, Suite 101, City, State. We are open Monday to Friday 8 AM to 5 PM. We are closed Saturday and Sunday.
g) How to setup directory of users?
Play directory of users. Click “Add Extension”. Enter an extension; select type as “Play Announcement”. Then record the directory of all users with their extensions as text to speech or your own voice. You can use a custom audio file as well. Please add an additional line in beginning of your directory announcement which tells the callers to press * “star” to skip rest of directory & then press that extension they want to reach.
You can choose to end the call after playing the information or take the caller back to the main greeting.
Sample text:
When you hear your party’s extension please press star to skip rest of the directory and dial that extension on the main menu. For Mary Jane, please dial 101. For Casey Dill, dial 102. For Jennifer Crawford, dial 103.
h) Can I use my main iPlum number as one of the extensions?
If you have only one iPlum number, yes you can configure extension/s to route incoming calls to the same iPlum number. It will not create a circular reference. For multi-user account it is generally not recommended to use the same number as one of the extensions to maintain security of the account.
i) How to configure multiple receptionists for an extension?
- Create login-ids for each receptionist with their own iPlum number:
Dashboard || Users || Add New User (Phone/Fax). Get local iPlum number with plan on this line. - Update caller-id for this user so that when they dial out it shows primary number:
Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions || Caller ID || Edit using pencil icon || Primary iPlum Account. - Switch-off the individual voicemails for the receptionists user account:
Dashboard || Users || Click iPlum Login ID of the User || Voicemail || SETTINGS || Enable Voicemail: Toggle “off” || Save. - Enable Do Not Disturb hours on each receptionists user accounts :
Dashboard || Users || Click iPlum Login ID of the User || Settings || Do Not Disturb (Edit) || Silence Call Ringing: Toggle “On” ; Select radio button “Drop call” ;
Click “Schedule (Non-Business Hours)”. Setup hours when the specific receptionist is not in shift || Save.
Save again. - Go back to the Phone Tree settings. In the Extensions section, click “Add Extension”. Enter extension number; Select type as “Ring Multiple iPlum/External Numbers – Sequential or Simultaneous” based on your requirements. Enter the two or more iPlum numbers which you have created as user accounts for receptionists.
- Choose the option for voicemail as “Send unanswered call to primary voicemail”.
- The calls will initially ring to the receptionists and if none of them pick up, the call will be routed to the main voicemail.
j) How to setup tree with multiple levels of Auto-Attendants (IVR)?
Case 1: A business has multiple subsidiaries each with its own set of extensions.
Case 2: A business needs two layer Auto-Attendant (IVR) for English & Spanish language callers.
One can create one Auto-Attendant (IVR) per primary account. To create 2nd levels of Auto-Attendant (IVR), you will create two independent accounts with their own Auto-Attendants (IVR). In the first Auto-Attendant (IVR) make one of the extensions to ring the primary iPlum number of 2nd independent account. The caller will dial the main number, hear the greeting, choose the subsidiary and then dial the extension.
- Create iPlum Primary account with main Auto-Attendant.
- Create separate iPlum accounts for each subsidiary with their own Auto-Attendants.
- In the Primary account’s Auto-Attendant “Extension setup”, add Subsidiary iPlum numbers (which will have their own Auto-Attendant).
k) First ring an iPlum number, if unanswered, send the call to an Auto-Attendant with extensions?
- Setup your main number where you will receive incoming calls as a sub-account.
- Setup Delayed Call forwarding on that iPlum number to the master account iPlum number.
- Please check multiuser auto-attendant example to setup greeting and extensions on the master account iPlum number.
- You can update Caller-ID of all account/sub-account/s in their respective “Profile & Permissions” to any iPlum number in your account.
l) Using auto-attendant, first ring an external number, if unanswered send the call to iPlum voicemail?
Extensions:
Select “Ring Multiple iPlum/External Numbers – Sequential”. Put your external number first and then add your iPlum number as the last number for that extension. Further you can configure “Do Not Disturb” for the iPlum number so that the call will directly go to the voicemail after first ringing your external number.
Note: If you manually dismiss the call on external line, its device will force the call to its local voicemail. In the default iPlum Advanced Settings for Sequential Ringing, the call needs to ring 18 sec on the external line before it will rollover to next line (iPlum voicemail in this case). You can increase or decrease the Sequential Ringing time.
We suggest that instead of routing calls to external numbers, you get additional iPlum numbers to separate business calls from personal calls on each user device and then configure the extensions to those iPlum numbers in the call flow.
m) Using auto-attendant, first ring an iPlum number, if unanswered send the call to an external answering service?
Setup extension with “Ring Multiple iPlum/External Numbers – Sequential”. Put your iPlum number first & then the answering service phone number. The call will first ring on your iPlum number and if you don’t answer, it will roll over to the external answering service. You can choose to send the unanswered call to the main number voicemail.
Note: If you manually dismiss the call on external line, its device will force the call to its local voicemail.
n) How to setup business hours for my auto-attendant (IVR)?
Please check multiuser auto-attendant example to create profiles.
o) How to setup business hours when iPlum calls are routing to an external number?
Please check multiuser auto-attendant example to create profiles.
p) Can I transfer my existing number to iPlum and setup auto-attendant?
There are multiple options:
Yes, you can port your existing number into iPlum.
In case you can’t port, you can use your existing number and set call forwarding from it to an iPlum number where you setup auto-attendant.
q) Which Caller-ID will show for incoming iPlum calls?
You can choose to show the Call Origination Number (default settings) or your iPlum Number as the display Caller-ID for your incoming iPlum calls. This option is available in Auto-Attendant Settings.
r) How to display main iPlum number for all outgoing iPlum calls for all users in my iPlum account?
You can setup your account such that it will show main iPlum number when any user in your iPlum account makes an outbound calls irrespective of their own iPlum number. For each user you can set their Caller-ID number to use Main iPlum Number.
Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions || Caller ID || Edit & change to Primary account number.
s) How to transfer calls between extensions?
Yes, after you receive a call on any extension via Auto-Attendant (IVR), you can transfer call to another iPlum or external number by pressing *7 (star 7) and entering the 10 digit phone number followed by #. After the call is connected, press:
0 to conference.
1 to exit yourself.
2 to end call transfer.
Example:
A calls B. B wants to transfer call to C.
(C – Phone Number: 202-123-1234).
After A gets connected to B, B will enter *7 in their dialpad followed by 2021231234#.
A will hear Music-on-Hold.
B can talk to C for one-one conversation, then press 0 to conference C into the call with A.
Or press 1 to take itself (B) out of the bridge and let A and C have the conversation.
Or press 2 to end the call with C (keep conversation between A and B).
t) Can I record my iPlum calls?
Yes, you can enable call recording feature. You automatically get an email alert when you have a recording which you can play in the iPlum online portal or iPlum app. This feature also includes an optional “Consent” message which you can play for incoming calls if your state requires it.
u) What are Advanced Phone Tree Settings?
It is recommended to keep default values for this section.
- System Parameters: Ring time interval between call legs = 18 seconds.
- Invalid extension tries (before disconnecting the call) = 3.
- Number of times to play greeting (before disconnecting the call) = 3.
- Incoming Caller ID for Extensions. Choose between “Show actual calling number” (default) or “Show primary account iPlum number”.
- Get notification in iPlum app (Not recommended). Check this option if you want to get an alert in your iPlum app whenever there is a incoming call to the iPlum number where Auto-Attendant is setup irrespective if the caller selected any extension after listening to the greeting.
v) Put a call on hold with music?
After you receive a call on any extension via Auto Attendant (IVR), you can put the caller on hold by pressing *8 (star 8).
You can un-Hold the call by again pressing *8.
Both parties will hear music.
Helpful links:
How to port an existing number into iPlum?
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