Phone Number Edit Configuration (Incoming Calls Settings)

The Incoming Call Settings interface centralizes all routing, ringing, voicemail, and backup behaviors for inbound calls into a single configuration view. With the latest enhancement, Accommador now provides guidance for setting a healthy Incoming Call Timeout, helping ensure calls reach your CRM voicemail instead of carrier voicemail and improving call status accuracy.

Overview

The Incoming Call Settings interface puts every factor that can route, intercept, or redirect an inbound call into one consolidated view. This includes call forwarding, team member ringing, IVR, Voice AI, voicemail, and timeout behavior. By visualizing call-flow priority and surfacing best-practice guidance, this screen makes it easier to diagnose call-flow issues, avoid misconfiguration, and ensure calls are handled correctly.

What Is Edit Configuration (Incoming Call Settings)? This interface consolidates all inbound call routing logic into a single, easy-to-read window. Each section shows: Whether a routing option is enabledWhich user, number, or system is responsibleThe priority order in which the system evaluates call destinationsThis eliminates guesswork when calls do not ring or route as expected.

Key Benefits of Incoming

Call SettingsFull transparency – See exactly which rule answers first, second, and thirdInline editing – Update most settings without leaving the pageClear priority order – Understand how the system evaluates routesFaster troubleshooting – Quickly identify misconfigured timeouts or usersImproved call handling – Reduce missed calls and routing errorsAccess Phone Number Edit ConfigurationTo open Incoming Call Settings: Go to Settings → Phone NumbersOpen the Phone Numbers tabClick the three-dot menu next to a phone numberSelect Edit ConfigurationBasic DetailsOn the Basic Details tab, you can configure: Friendly Name – Rename the phone numberCalls Go To – Select the primary team memberRing Options – Choose where calls ring simultaneously: Web AppMobile AppPhone NumberVoIP DeskphoneCall RecordingEnable or disable recordingPlay a recording disclosure messageCall Forwarding TabThe Call Forwarding tab controls how calls route when they are not answered immediately.

Calls Go To (Priority Order)IVR – Routes calls based on workflow or menu inputTeam Member (1st Priority)External Phone Number (2nd Priority)Voice AI (3rd Priority)Only one destination rings at a time, based on priority. Ring More Team MembersEnable to ring up to 6 additional usersDevice icons indicate which devices each user has enabledIncoming Call Timeout (New Guidance)Incoming Call Timeout controls how long a call rings before moving to a backup destination (Voice AI or Voicemail).

Recommended Timeout RangeAcommador now provides guidance when this value is outside a healthy range: Too high (above ~20 seconds)Calls may go to the carrier voicemail instead of CRM voicemailCall status may be marked as “Completed” instead of “Voicemail”Too low (below ~15 seconds)Calls may ring too briefly or fail to connectCallers may not have enough time to answerRecommended: ~20 secondsWhen a value outside the recommended range is entered, a warning message appears to help you choose a healthier duration.

Note: This is guidance only. You can still save values outside the range, but doing so may impact voicemail routing and call status accuracy. Backup BehaviorWhen the Incoming Call Timeout is reached, calls route to a backup destination: Voice AI – Sends the call to an AI agentVoicemail – Sends the call to CRM voicemailSelecting a healthy timeout ensures calls reach CRM voicemail instead of a carrier voicemail system.

Understanding Call-Flow PriorityThe system evaluates inbound call routing in a fixed order: Workflow, IVR, or automation attached to the numberUser assigned directly to the phone numberUser assigned to the contact recordRing Incoming Call to Multiple Users (Ring-All)Forwarding numberOnly the highest available priority rings. Lower priorities are skipped once a call is answered or routed.

Note: To allow inbound calls from private or anonymous numbers, go to Account Settings > Phone System > Voice > Other Settings > Inbound Calls and enable Allow private calls.

Frequently Asked Questions

Q: Who can access Incoming Call Settings? Any user with permission to manage Phone Numbers. Q: Does the new timeout guidance change my call logic automatically? No.

It only displays recommendations. Your configuration is not enforced or overridden. Q: Why were some calls previously marked “Completed” instead of “Voicemail”? If a timeout was too high, calls could reach a carrier voicemail instead of CRM voicemail, causing incorrect status.

Q: Does this affect outgoing calls? No. Outgoing Call Timeout is configured separately and is not impacted by this guidance. Q: Can I still use very high or low timeout values?

Yes, but it is not recommended due to routing and status accuracy issues.