Settings - Communication - Ext creation & Phone number management

This article will provide you an overview of the Communication section and functionality within the Settings of Matrix

Extension Creation and management:

1. Navigate to your Matrix settings by clicking "Settings" on the left-hand side:

2. Under the Communications tab, click "Extensions" to access the extension settings:

3. From here you can manage your current extensions and create additional ones:

4. Click "Create" to initiate the creation of a new extension:

5. Specify the extension number (between 300 and 700):

6. Choose a password by clicking the "Change password..." field:

7. Set the extension to "Active" and click "Save":

Phone number management/configuration:

1. Click on "Phone numbers":

2. From here you can you can view your current DID/Phone numbers and manage them by clicking on the configuration button for the respective group:

3. From here you can manage the outbound settings for the selected numbers:

4. Enabling the route option will allow you to route the calls to a menu and give you the option to create one:

Here you will be able to define and create the call menu as you require as well as create multiple options for callers when pressing certain menu numbers and specify their routes:

5. The "Drop Action" allows to specify what happens to call when there are no available agents to receive it:

Follow me: Allows you to forward the call to a number

Hangup: Drops the call

Agent: Allows you to specify a specific agent to send the call to

Voicemail: Allows you to send the call to a voicemail 

6. The "Call times" allows you to set a rule during which times calls can be made:

Here you can select your rule name. Note: For each rule you can define a set of countries, each country has its own calling time condition consisting days and hours. To apply these call schedules in your campaign, please choose your rule in the field Call Times Note: These rules will not affect Manual Dial and Callbacks Note: The select period time is the current time in the selected country

7. You can also set up and upload your own "Welcome Message":

This is the welcome message that the leads will hear when calling numbers within in this group

8. You can also set up hold music and upload your own:

9. Assign a default campaign for new leads by clicking "Default Campaign New Lead":

Inbound Configuration/Inbound Rules:

1. Click on "Inbound Rules" and the "+" button to create a inbound rule:

2. Choose how calls are distributed among agents by clicking here:

3. Choose the campaign for call routing from the 'From' drop-down menu:

4. Specify agents with a particular status for call routing:

5. Finally set up the waiting seconds as required and click "Save" to apply the rule or "+" add additional rules:

Video Guide:

• Related Articles

• Configuring Phone Numbers

  To configure your new numbers please follow the steps below: 1. Click Settings to navigate to the settings page on the left hand side of the screen and navigate to the Phone Numbers section: You will be able to see the settings tab only if you have ...

• Settings - Queues

  To create a queue please follow the steps below: NOTE: You will be able to see the settings tab only if you have admin rights. 1. Click "Settings" to navigate to the settings page on the left hand side of the screen: (You will be able to see the ...

• How to Change/Edit User’s Details

  In order to edit user details, follow the steps below: 1. Go to "Settings" and click on the "Users" tab: 2. Find the user you would like to edit and click the on the right of it under the Action section: 3. From here you can edit the users Name, ...

• How to add a new extension

  Setting up a Voicemail to an Extension and Queue: Voicemail setup (Ext & Queues) 1. To create a new extension navigate to the Settings section: 2. Next navigate to the Extension section and click on New extension: 3. From the new window that will ...

• How to create and manage Users

  This article will provide you an overview of the Users section and it's functionality as well as how to create users: 1. To create users navigate to the "Users" tab located on the left-hand side of your screen where the menu options are displayed: 2. ...