Call Configuration

    Once you've successfully added a number to Zoho Voice, whether by purchasing, porting, or using BYOC (Bring Your Own Carrier), the next step is to configure it to suit your business needs.

    Zoho Voice provides incoming and outgoing calling as separate services, giving you the flexibility to manage them independently. Outgoing calls are enabled by default, but you can choose to enable or disable each service as needed from the Call Config module.

    Note

    Call configuration can be performed by Super Admin and Admins. Supervisor plus users can edit their own number configuration only if the outgoing number has been assigned to them by a Super Admin or Admin.


    Prerequisites 

    Before you can use a number in the Call Config module, make sure the following approvals are in place:

    • For numbers purchased via Zoho Voice Number module: The number must be whitelisted by Zoho Voice. Check this document for more details.

    • For ported numbers: Approval must be completed by both Zoho Voice and your provider before the number is available. Check this document for more details.

    • For numbers added to your Active BYOC Trunk: Zoho Voice will perform approvals for both the BYOC trunk and number ownership. Check this document for more details.

    Once the respective approvals are completed, the number will appear in the Active tab of the Call Config module and can be used for both incoming and outgoing services.


    Enabling Incoming and Outgoing Services

    To enable the incoming and outgoing services:

    1. Go to the Call Config module on the left sidebar menu.

    2. Under the Active tab, click the Edit Config icon next to the desired number.

    3. In the Incoming Calls tab, toggle the Enabled field from No to Yes to activate the number for incoming calls.

    Note

    Outgoing calls are enabled by default. If they are not, go to the Outgoing Calls & SMS tab and toggle the Enabled field from No to Yes.


    General Call Configuration Settings

    1. In the Call Config module, under the Active tab, click the Edit Config icon next to the desired number.

    2. Configure the following fields:

      • Name: Display name for this number.

      • Default Language: Language for the welcome, feedback, and goodbye messages in both incoming and outgoing services.

      • Default Voice: Select Male or Female as the default voice for the welcome, feedback, and goodbye messages.

    3. Once all the general configurations for the number are set, click Save.


    Learn about Incoming Call Configuration

    Learn about Outgoing Call Configuration

     

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