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Default Call Handling

Enables the administrator to set a default rule for handling of incoming calls to users. This default setting will be applicable to all users that have not yet set their own rules (will not override settings made by user). A user can at any time choose to change their settings ‘back’ to company default.

  • Customize how incoming calls are handled based on the user’s current availability.
  • Define options for callers to reach voicemail, the switchboard, or a specified colleague.
  • Sync user availability with their calendar events to automatically set their phone status.

Guide quick links

How to get started Step-by-step setup

How to get started

  1. Log in to Telia Smart Connect
  2. From the left main menu, you navigate to Administration
  3. Choose Telephony Setup tab → click Default call handling

1. General settings

Follow calendar

When enabled, this feature synchronizes the users availability status in Telia Smart Connect with their calendar. If the user has a meeting or appointment in their calendar, the system will automatically set their status as unavailable.*

*If you have calendar integration towards Exchange, other settings apply. Read more here.

Always treat mobile calls as available:

With this toggle enabled, calls towards a user’s mobile number will always follow the call settings for status ‘Available’. Calls to a user’s fixed number will not be affected and will follow the call settings for the status the user is currently in.

Set ring timer before call forwarding (Coming soon)

Select the number of seconds the phone will ring before the call is forwarded to voicemail or any other settings you have configured. Click “Save” to activate.

2. Call settings

Define what should happen for incoming direct calls for each of the availability statuses. Add redirects to queues, main numbers, or announcements for calls depending if the user’s are free or busy in a call.

To read more about call settings, click here.

3. My IVR

When enabling My IVR, you can give callers the choice between being connected to voicemail, the switchboard or a colleague. Here you choose which queues to use for switchboard and colleagues.

4. Log out from queue on status change (Coming soon)

Log out from queue on status change allows you to logout users from queues when in different statuses, for example log out from all queues when in status “Meeting”.

5. Caller ID (Coming soon)

Add main numbers you want all users to be able to use as caller ID numbers. You can add all the numbers you have available, but these will be visible for all users in your solution.

User Guides

Here you can find user guides connected to the feature topic. If you can’t find what you are looking for here you might find it in our main user guide archive.
User Guides