Recommended for Office Setups
Office setups often involve desktop softphones and IP phones, which can be more complex to configure.
We strongly recommend scheduling a free setup session so our team can walk you through everything and ensure it’s set up correctly.
Schedule online: www.unitelvoice.com/schedule
Or call: 855-888-6423 x2 (Mon–Fri, 8am–5pm CT)
Our Customer Care Team is happy to assist you every step of the way.
Overview
In this setup, your Unitel Voice number will forward incoming calls directly to the appropriate team or ring-group of employee extensions.
The setup involves four main steps:
Create employee extensions for each team member
Add employee extensions to Department Extension 0
Forward your phone number to Department Extension 0
Change your On-Hold Music to Ringtone
Step 1: Create Employee Extensions
Employee extensions represent the users of your phone system. Each team member should have their own employee extension.
1. Navigate to Extensions
Log in to your phone system.
Go to Extensions.
Select the Add Icon on the Employee Extension list.
2. Enter Personal Details
Enter the employee’s Name.
Enter their Email Address.
3. Configure Services
Under Services, you can control how the extension handles calls.
Options include:
Required setup:
Turn Mobile App ON. (Mobile App toggle must be enabled to add an app, desktop softphone, or IP Phone.)
Turn Forwarding OFF.
Keep Voicemail ON.
Scroll down to the Mobile App section...
4. Configure Mobile App Access
In the Mobile App section, you’ll see a purple box with a link to the Device Setup Form.
You’ll need to complete this form to:
Set up the mobile app and/or desktop softphone for each employee extension
Order new IP phones
Connect supported existing IP phones
Once submitted, you’ll receive the login credentials for the devices you’re setting up.
**IMPORTANT: If you open the Device Setup Form now, be sure to return here afterward to finish setting up your full phone system.
5. Customize Voicemail
Go to the Voicemail settings section, and click Custom
Record a voicemail greeting using your computer’s microphone or upload a recorded file.
Under Voicemail to email notification, leave the setting as Copy.
Enter the email address where voicemail messages should be forwarded.
Tip: For better audio editing control, you may record greetings using:
Voice Memos (iPhone)
Voice Recorder (Android)
Upload the finished file to the voicemail settings.
6. Set Permissions
Scroll down to the Permissions section
Enable the Admin toggle to gain complete access to the phone system from this extension.
Enable the Billing toggle to access billing from this extension.
7. Save the Extension
Go to the Other options section
Adjust the timezone if necessary.
Click Save.
8. Create and Invite other users
Now that you've created an employee extension for yourself, we can create one for every member of your team.
Add another Employee Extension by clicking the + Icon on the Employee Extension list.
Edit the name and email in Personal Details
Set their Permissions Settings. They can be an admin with billing access, or you can give them access to other extensions if needed. If you leave them as is, they will only have access to their extension settings and information.
Click Save.
Now, to send an invite email to this newly created user, select the edit icon next to their employee extension, and select the Invite Extension button under Login Information. This will send an invite email to the user.
Now, repeat this process for every member of your team.
Step 2: Add Employee Extensions to Department Extension 0
By default, your phone system forwards callers to Department Extension 0 after the main greeting. We'll use this department extension to create a ring group of our employee extensions.
1. Add Employee Extensions to the Department 0
Click the Edit (pencil) Icon next to Extension 0
Scroll down to Forwarding Settings
Delete the default forwarding number from the list 🗑️
Select Add Forwarding Number.
Enter a name.
Select the employee extension from the dropdown menu.
Click ADD.
Repeat this process until you have all the employees you need added to extension 0.
Click Save.
2: Adjust Extension Forwarding Settings
Select the Edit Icon in the employee extension. There are several additional settings you can and should adjust:
Ring Time - We recommend adjusting to 15 seconds
Display Number & Name Prefix (Optional): This will show a caller ID label when calling your own team. We recommend entering the 3-digit extension number in the Display number prefix and entering the Name in the Display name prefix. External devices may not display these settings, and they may vary depending on the user's carrier.
Active Hours (Optional): Set the days and times that the extension should receive calls. We recommend leaving it set to Always unless you have specific time-of-day requirements. Click here for more details.
Announcement Type: Leave as Unannounced (only for specific setups)
Click OK
Repeat this process until all employees in the department are added.
3. Set Call Routing Behavior
You can control how calls are distributed among department members:
Sequential (In Order)
Random (Shuffled)
You can also reorder the forwarding list.
4. Configure Voicemail
Select Custom to record or upload a department voicemail greeting.
Select Copy to activate voicemail notifications. Then enter the email address you wish to receive voicemail messages.
Note: In the next step, we'll show you an option to use our Voice Talent Studio to get a professional recording for your voicemail.
5. Save the Extension
Optional:
Ignore the Dial-by-Name directory settings for now.
Ignore the Permissions settings for now.
Adjust the timezone if needed.
Click Save.
Step 2: Forward Phone Number to Department Extension 0
By default, your phone system forwards callers to the main greeting. You will need to adjust it to forward directly to Department Extension 0.
1. Navigate to Phone Numbers
Go to Settings and then select Phone Numbers.
2. Edit Phone Number Settings
Select Transfer to extension, it will automatically save.
Confirm it is set to Ext 0.
Step 3: Change On-Hold Music to Ringtone
Our callers will not hear a main greeting. We want them to hear a ringtone as the call forwards to your ring group.
1. Navigate to Music On Hold
Go to Settings.
Select Music on hold.
Select Ringtone. The settings will automatically save.
✅ Setup Complete
Your phone system will now:
Forward callers directly to a department extension (Ring Group)
Based on your settings, the department extension will route calls to the correct employee extensions