1. Go to Virtual Receptionist Details and enter the following:
    

   Name	Enter an identifier for your Virtual Receptionist.
   Virtual Receptionist Extension Number	Within U.S. Enter a number between two to six digits. N11 special service numbers cannot be used, such as 411, 711, or 911. Outside U.S. Enter a number between two to six digits.
   Location	Select a location for the Virtual Receptionist, if applicable. Accounts with multiple locations will have the ability to choose the location for the VR. The location is automatically set for single location accounts.
   Dialing and Administration Telephone Number	Select a telephone number to be associated with your Virtual Receptionist. Calls to these phone numbers ring the Virtual Receptionist directly.

2. Go to No Caller Input Handling and enter the following:
    

   Replay Message and Wait Again

   Select how many times to replay the message when no input has been provided by the caller.

   Action When No Attempts Left

   Select from the following options if caller takes no action within the VR:   Play greeting and disconnect. Play greeting and send to another extension's voicemail. Play greeting and forward to another extension. If you send or forward to another extension, you are prompted to enter that extension.  You are also provided the option to play the default greeting, upload an existing greeting, or record a new greeting.

3. Click Save.

1. Click Add New to create a schedule and call flow for the Virtual Receptionist.
    
   • A schedule defines the time and dates the VR is active.
   • A call flow specifies the behavior of the calls that occur within the scheduled time.
2. Enter a name for the Schedule, then select All Day to keep this schedule active for 24 hours. Otherwise, you must select the dates and times that you want your schedule active.
   
   NOTES:
    
   • If you do not select All Day, an After Hours schedule is automatically created and you must set up a call flow.
   • Do not mark the Always in Front checkbox unless you want to set a holiday schedule. This option causes a schedule to take priority over all other schedules.
3. Select whether you want to repeat the schedule daily, weekly, monthly, or yearly or leave as Don’t Repeat.
4. Select when to end the schedule, where options are on a specific date, after a number of occurrences, or never end.
5. Click Next or go to the Call Flow tab where options are to apply an existing call flow or create a new call flow:
    
   • To use an existing call flow, click the click here link to list and select an available call flow to apply to this schedule. 
   • To create a new call flow:
      
     1. Enter a name for the call flow.
     2. Select Live Operator settings:
         

        Try Live Operator First Selected	When selected, calls to the Virtual Receptionist attempt to ring another extension on the account first before the call continues with the rest of the VR call flow. Select the extension and assign a Custom Tag, if applicable. Choose the number of rings the extension has to pick up the incoming call before continuing the call flow.
        Try Live Operator First NOT Selected	When not selected, calls to the Virtual Receptionist follow the VR call flow.

     3. Select applicable call flow behavior from the following options:
         

        Play List of Options	VR Plays a greeting that presents the caller with a list of options and the caller presses the telephone keypad to make a selection.   Mark Allow the caller to dial an extension directly by entering the extension number at anytime, if applicable. Select the applicable option for each telephone key (selecting an option for each keypad is not required, only for the ones you want to use):   Forward to an extension: when selected, choose an extension from the list Forward to number:   Click Pencil icon. Choose the country code  Enter the external number Select the Caller ID to display or leave as Originating Caller ID to display the number that initiated the call. Click Save.  NOTE: Calls forwarded to an outside line will incur a $0.03/min charge. International rates apply. Dial by name: uses initial 3 letters of the name associated with an extension) Repeat this menu Go to previous menu Record or upload a message that specifies the menu options you set. See Record or Upload a Greeting for use of controls. NOTE: To direct a caller to a Live Operator if an option is not selected once the greeting plays three times, Contact Us for assistance.
        Forward Call to Extension	VR connects to an extension with the option to play a greeting beforehand.   Select the extension. Choose a greeting from the following options: Play a greeting. If you want to play a greeting, see Record or Upload a Greeting for use of controls Do not play this greeting, just ring the extension
        Forward Calls to Voicemail	VR connects to an extension's voicemail box with the option to play a greeting beforehand.   Select the extension. Choose a Virtual Receptionist message from the following options: Play unavailable message of selected voicemail Play busy message of selected voicemail Play this greeting; see Record or Upload a Greeting for use of controls
        Play and Repeat Greeting	VR plays a greeting continuously with the option for the caller to dial an extension.   Mark option to allow callers to dial extension directly, if applicable.  See Record or Upload a Greeting for use of controls.
        Play Greeting Once and Disconnect	VR plays a greeting once with the option for the caller to dial an extension and then hangs up.   Mark option to allow callers to dial extension directly, if applicable.  See Record or Upload a Greeting for use of controls.
        Forward Calls to External Number	VR forwards the call to an external telephone number.   Click the pencil icon to enter a number.  Choose the country code  Enter the external number   NOTE: Calls forwarded to an outside line will incur a $0.03/min charge. International rates apply. Select the Caller ID to display or leave as Originating Caller ID to display the number that initiated the call. Click Save See Record or Upload Greetings for instructions on how to use controls.

     4. Click Done and then Save the schedule.

When you create a schedule that is not All Day, an After Hours schedule is automatically created and you must set up a call flow.

1. Go to the After Hours tab and click the Pencil icon.
2. Enter a name for the call flow.
3. Select applicable behavior for the call flow. See Apply schedules and Call Flows set up for details.

To set a schedule with a lunch break, use the same steps to set up a standard business schedule and call flow. To override your normal schedule for a lunch break, see Set Schedule Priority.

To set a holiday schedule, use the same steps to set up a standard business schedule and call flow. To override your normal schedule for a holiday, see Set Schedule Priority.

NOTES::

While you can mark the All Day option, most holidays or customized out-of-office periods have specific time ranges during the day.

For example, in Israel, a holiday can mean an early closing, so if regular hours are 9am to 6pm, the holiday schedule may be from 9am to 1pm. To avoid changing the normal business schedule, just add a holiday schedule for these dates that specify 1pm to 6pm.

It is also recommended that you check the Always in Front option to ensure the standard business schedule does not override the holiday/out-of-office schedule.

1. Sign in to the Admin Portal.
2. Click Phone System, then click Virtual Receptionist.
3. Hover over the applicable Virtual Receptionist and click the Pencil icon to edit.
4. From the left navigation, click Schedules and Call Flows.
5. From the left navigation, beneath the calendar, click the Shared Schedules button to toggle it on or off.
6. Click Save.
   1. When toggled on, this VR's schedule and call flow will now be visible to other VRs on the account, no matter what location.
   2. When toggled off, a warning message will appear explaining that this action will delete all Imported Schedules across the VRs that have imported it. If no schedules are imported to other VRs, this warning message will not appear.

1. Sign in to the Admin Portal.
2. Click Phone System, then click Virtual Receptionist.
3. Hover over the applicable Virtual Receptionist and click the Pencil icon to edit.
4. From the left navigation, beneath the calendar, click Schedules and Call Flows.
5. On the Right, above the weekly layout click on Import Shared Schedules​​​​​​.
6. Select the name of the VR you would like to Import. (You can select a whole VR to be imported, or select the checkbox by the name of the schedule(s) you would like to Import from any VR that has schedule sharing enabled.)
7. Click Done and then Save.
8. You will now see a new list in the column below your calendar on the VR:
   1. Local Schedules: These are schedules specific to the current VR.
   2. Imported Schedules: These are the Shared schedules you imported to the current VR.

You cannot edit an imported schedule. If you click the Edit button on an imported schedule, you will see that the Schedule tab is grayed out because it is tied to the VR you imported it from. Instead, you can do one of the following:

• Create a local copy of an imported schedule on the VR and edit the local copy. See Create a Local Copy of an Imported Schedule to Edit.
• Edit the source schedule on the VR that it originated from. (Editing the source schedule will change it across all VRs that it is imported on.)

1. Sign in to the Admin Portal.
2. Click Phone System, then click Virtual Receptionist.
3. Hover over the applicable Virtual Receptionist and click the Pencil icon to edit.
4. From the left navigation, click Schedules and Call Flows.
5. Click the 3 dots next to the imported schedule you want to manage and click Edit.
6. Select the Call Flow tab from the Edit Scheduled Call Flow window.
7. Click Create a Local Copy. (This will change the name of the Imported VR to: Example VR (copy) - this Local copy is NOT able to become shareable as it is specific to this VR only.)
8. (Optional) Edit the Call Flow Name if necessary.
9. Change the call flow routing to the desired behavior.
10. Click Done and then Save.