Edit and enable Emergency Phones FallbackLast updated on 03/22/2022

• Unanswered incoming calls are forwarded to the company voicemail after a set ring duration.

• If a CSR’s mobile phone is turned off or in an area of poor reception, incoming calls can go directly to their personal voicemail. To avoid this, have CSRs temporarily disable their voicemail.

Before enabling Emergency Phones Fallback, edit your preferences:

1. Go to the navigation bar and click Settings .

2. In the side panel, click Phones > Emergency Fallback.

3. In Phone Numbers, click Add number. You can add up to 10 mobile phone numbers to forward all your calls. Adding mobile phone numbers ensures your customer service representatives can be reached at their remote locations.

4. In Ring Duration, click and adjust the timeline to select how long the CSR's phone rings before the call is sent to voicemail.

5. In Voicemail, you can add a custom greeting that plays when a representative is unavailable. If you don't want to add a greeting, leave the selection blank. To add a greeting, click the dropdown and select Custom Greeting.

   A pop-up opens. You can add an audio file from your computer or import a file from a URL. When done, click Upload.

   Once you've edited your preferences, enable this feature.

When you enable Emergency Phones Fallback, all incoming calls are routed to the phone numbers you added in your preferences:

1. At the top of the Emergency Fallback screen, click the Emergency Phones Fallback toggle to Enable Fallback.

2. Click Confirm to continue.

To restore your phones to your normal settings, click the Emergency Phones Fallback toggle to the off position.

If a CSR’s mobile phone is turned off or has poor reception, incoming calls will go directly to their personal voicemail instead of an available CSR or the company voicemail.

To avoid incoming calls from going to personal voicemail, have your CSRs contact their mobile phone service provider’s customer support to temporarily disable their personal voicemail:

• AT&T—(800) 331-0500 (611 from their mobile phone)

• Sprint—1 (888) 211-4727 (*2 from their mobile phone)

• T-Mobile—611 from their mobile phone

• Verizon—(800) 922-0204

CSRs can use the same number to re-enable their voicemail.

• See Emergency Phones Fallback - FAQ

• See COVID Product Pack features

• See Phones Pro