How to Set Up iPlum Phone Tree & Extensions
iPlum Phone Tree (also known as an Auto Attendant or IVR) is an automated call-routing system that answers incoming calls with a greeting and guides callers to people, departments, announcements, voicemail, or external destinations using extensions.
This detailed guide includes complete setup examples for solo professionals, two-person offices, and multi-user organizations. Use the table of contents below to jump directly to the configuration you need.
Simple Phone Tree Setup
Advanced Phone Tree Setup
Before You Start
- Have your primary iPlum number ready (new or eligible ported number).
- For a multi-user setup, create the users and iPlum lines that will receive calls.
- Decide which extensions you need and where each extension should route.
- Prepare your main greeting and any directory, directions, office-hours or after-hours announcements.
- Have any external destination numbers ready, such as an answering service.
Choose Your Phone Tree Setup
Select the example that best matches your organization, then follow the detailed step-by-step configuration.
- Multi-User — Simple: Same extensions and routing throughout the week
- Multi-User — Advanced: Different profiles, greetings or routing by day/time
- Owner + Assistant: Two-user Phone Tree
- Solo Professional: Single-user Phone Tree
- Configuration & Troubleshooting: Advanced Phone Tree questions
I. Multi-User Phone Tree — Simple
Use this setup when you want the same extensions and routing throughout the week.
Sample Phone Tree Requirements
Example: A medical practice has multiple practitioners who each need a separate iPlum business number for calling and secure texting. The practice also wants one primary number with a Phone Tree to route incoming calls to practitioners, reception, billing, directories, and other destinations.
A. Create the Primary iPlum Number and Additional Users
For each user who will use iPlum, create a Login ID in your master account and get an iPlum subscription for that user.
User Line Requirement: Even if you want all employees to display the same primary business number as their outgoing Caller ID, each user still needs their own iPlum line and subscription. You can configure each user's outgoing Caller ID to display the primary business number.
Primary Number Recommendation: For a multi-user Phone Tree, we recommend keeping the primary number dedicated to incoming Phone Tree calls rather than also using that same number as an extension destination. This helps avoid circular call routing.
1. Get the Primary iPlum Number
my.iplum.com → Get iPlum Number.
Follow the prompts to purchase the primary iPlum number for your organization. You can get a new number or port an eligible existing number to iPlum.
2. Create Login IDs for Employees
Dashboard → Users → Add User (Phone or Fax).
Create the new sub-account using the employee's business email address as the Login ID. The user will receive an email invitation and can open the link to set up a password. After the invitation is accepted, the user will appear in the Users section of your iPlum portal.
Dashboard → Users → [User] → Get iPlum Number.
Follow the prompts to purchase an iPlum number and subscription for the user. Repeat these steps for the other users who need their own iPlum lines.
B. Configure User Settings
Outgoing Caller ID
Use this setting when you want users' outgoing calls to display the primary company number instead of their individual iPlum numbers.
Dashboard → Users → [User] → Profile & Permissions → Caller ID (Outgoing) → Edit → select the primary iPlum number → Save.
Business Hours
Dashboard → Users → [User] → Settings → Do Not Disturb, Non-Business Hours → Edit.
Configure the applicable call and/or text settings and enter the user's non-business hours. Save the configuration when finished.
Voice Network Mode
Voice Network mode provides an additional calling option while maintaining the iPlum Caller ID for iPlum calls.
Outgoing calls: Dashboard → Users → [User] → Settings → Call Mode: Outgoing Calls → Edit → Use My Voice Network → enter the physical mobile number → Save.
Incoming calls: Dashboard → Users → [User] → Settings → Call Mode: Incoming Calls → Edit → Use My Voice Network → enter the physical mobile number → Save.
C. Set Up Phone Tree
1. Initialize Phone Tree
Organization → Phone Tree & Extensions → Setup Phone Tree. This initialization is required only the first time.
2. Profile
A simple Phone Tree normally uses the default profile. If you need different Phone Tree greetings or routing based on the day or time, use multiple profiles as shown in the Advanced setup example. Individual user availability can be configured separately using the user's business-hours/Do Not Disturb settings.
3. Phone Tree Greeting
Create a greeting that clearly tells callers which extension to select.
Sample Greeting:
Thank you for reaching our healthcare practice. For any medical emergencies, please dial 911 or go to your nearest hospital. If you know your practitioner's extension, please dial it now. Otherwise, during our normal business hours from 8 AM to 5 PM Monday through Friday, press 1 for a new patient appointment, 2 for our physician directory, 3 for directions, 4 for billing and accounting, 0 to leave a voicemail, or 5 for our after-hours answering service. Press 9 to repeat these options.
4. Extension Length
Select the maximum number of digits you plan to use for extensions. For example, use 1 for extensions 1–9, use 2 for extensions such as 11, 12, and 13, and use 2 if you plan to mix one- and two-digit extensions. iPlum supports extensions up to 4 digits.
D. Create Your Extensions
Employee Extensions
Select Add Extension. For example, enter extension 11, select Ring Single iPlum Number, and choose the applicable employee's iPlum number. Configure unanswered calls to use the employee's voicemail or the primary voicemail based on your requirements. Repeat for the remaining employees.
Primary Voicemail
Select Add Extension, enter extension 0, select Do Not Ring — Send to Primary Voicemail, and save.
Receptionist
Select Add Extension, enter extension 1, select Ring Single iPlum Number, and choose the receptionist's iPlum number. Configure the voicemail destination as needed.
Landline vs. Mobile: The receptionist can use an iPlum line on a mobile device or an external landline. To route the extension to a landline or another external number, select Ring Single External Number and enter the destination number.
Multiple Receptionists: If you have more than one receptionist, use the multiple-number routing options described later in this guide.
Directory
Create one extension and select Play Announcement. Record the directory using text-to-speech, your own voice, or a supported custom audio file.
Tell callers they can press # (pound) to stop the directory announcement and then enter the desired extension.
Sample Directory: When you hear your party's extension, press pound to stop the directory and dial that extension. For Mary Jane, dial 11. For Casey Dill, dial 12. For Jennifer Crawford, dial 13.
You can end the call after the announcement or return the caller to the main Phone Tree greeting.
Directions & Business Hours Announcement
Create an extension and select Play Announcement. Enter your directions, address, and business-hours information using text-to-speech, recorded audio, or a custom audio file.
Sample Announcement: At any time, press pound to stop this announcement and return to the main menu. We are located at ABC Street, Suite 101, City, State. We are open Monday through Friday from 8 AM to 5 PM and closed Saturday and Sunday.
Billing & Accounting
Select Add Extension, enter extension 4, and choose Ring Multiple iPlum/External Numbers — Simultaneous. Add the required iPlum numbers, external numbers, or a combination of both, and configure the voicemail destination for unanswered calls.
Repeat Greeting
Select Add Extension, enter extension 9, select Repeat Greeting, and save.
After-Hours Answering Service
Select Add Extension, enter extension 5, select Ring Single External Number, and enter the answering-service phone number.
Sequential vs. Simultaneous Ringing
Sequential: Numbers are called one at a time in the configured order. The system attempts each destination before moving to the next number.
Simultaneous: All configured destinations ring at the same time. The first person to answer is connected.
You can configure unanswered calls to go to the primary voicemail.
E. Advanced Settings
For most configurations, we recommend keeping the default Advanced Settings unless you have a specific routing requirement.
F. Save, Enable & Test Phone Tree
Select Save Configuration, then enable Phone Tree.
Place a test call to the primary number and verify the greeting, each extension, voicemail routing, announcements, and any external destinations.
To temporarily bypass Phone Tree, return to the Phone Tree settings and disable it.
II. Multi-User Phone Tree — Advanced
Use this setup when Phone Tree greetings, extensions, or destinations need to change based on the day or time.
Sample Phone Tree Requirements
Example: A business has multiple employees with individual iPlum lines and one primary Phone Tree number. During normal business hours, callers should reach employees and departments. After hours and on weekends, callers should receive a different greeting with options for voicemail or an answering service.
- Give each employee a separate iPlum business line.
- Create extensions for employees, reception, billing, support, directory, and announcements.
- Create a Business Hours profile for normal weekday routing.
- Create an After Hours profile for evenings and weekends.
- Configure individual user availability separately when needed.
A. Create the Primary iPlum Number and Additional Users
Follow the same user setup described in Multi-User — Simple: create the primary iPlum number, add each user to the master account, and obtain an iPlum line and subscription for each user who needs business calling and texting.
User Line Requirement: Even when users display the same primary business number as their outgoing Caller ID, each user still needs their own iPlum line and subscription.
Primary Number Recommendation: Keep the primary Phone Tree number dedicated to incoming Phone Tree calls rather than also using that same number as an extension destination. This helps avoid circular call routing.
B. Configure User Settings
Outgoing Caller ID
To display the primary company number for a user's outgoing calls, go to: Dashboard → Users → [User] → Profile & Permissions → Caller ID (Outgoing) → Edit → select the primary iPlum number → Save.
Business Hours
Configure individual user availability under: Dashboard → Users → [User] → Settings → Do Not Disturb, Non-Business Hours → Edit.
Voice Network Mode
When needed, configure Voice Network mode under the user's incoming and outgoing Call Mode settings. Voice Network mode maintains the iPlum Caller ID for iPlum calls.
C. Create the Business Hours Profile
1. Initialize Phone Tree
Organization → Phone Tree & Extensions → Setup Phone Tree. Initialization is required only the first time.
2. Create Profiles
Name the first profile Business Hours. Select + to create another profile and name it After Hours.
Phone Tree profile schedules determine which Phone Tree greeting and routing configuration is active. Individual user availability is configured separately in the user's business-hours/Do Not Disturb settings.
3. Business Hours Greeting
Sample Greeting:
Thank you for reaching ABC Healthcare Practice. For a medical emergency, dial 911 or go to your nearest hospital. If you know your party's extension, dial it now. Otherwise, press 1 for a new patient appointment, 2 for our employee directory, 3 for directions, 4 for billing and accounting, 0 to leave a voicemail, or 5 for our answering service. Press 9 to repeat these options.
4. Business Hours Extensions
Create the employee, receptionist, primary voicemail, directory, directions, billing, repeat-greeting, and answering-service extensions required for your organization. Use the extension examples in the Simple Multi-User section as a reference.
5. Business Hours Schedule & Priority
Select a unique hours priority for the profile and verify the time zone. For example, set the Business Hours profile to Monday–Friday, 8 AM–5 PM, and skip Saturday and Sunday.
Priority: If profile schedules overlap, the profile with the higher configured priority takes precedence. Each profile should use a unique priority.
6. Advanced Settings
For most configurations, keep the default Advanced Settings unless you have a specific routing requirement.
D. Create the After Hours Profile
1. After Hours Greeting
Sample Greeting:
Thank you for reaching ABC Healthcare Practice. For a medical emergency, dial 911 or go to your nearest hospital. Our normal business hours are Monday through Friday from 8 AM to 5 PM. You have reached us after hours. Press 0 to leave a voicemail, 5 for our answering service, or 9 to repeat these options.
2. After Hours Extensions
Create the extensions needed after hours. A common configuration is:
- 0: Primary voicemail
- 5: Ring Single External Number for the answering service
- 9: Repeat Greeting
3. After Hours Schedule & Priority
Set a unique priority for the After Hours profile. For example, configure Monday–Friday from 5 PM–8 AM and select All Day for Saturday and Sunday. Verify the correct time zone.
4. Advanced Settings
For most configurations, keep the default Advanced Settings.
E. Save, Enable & Test Phone Tree
Select Save Configuration, then enable Phone Tree.
Test calls during both Business Hours and After Hours schedules. Verify the correct greeting, extensions, voicemail, answering-service routing, profile schedule, and time zone.
To temporarily bypass Phone Tree, return to the Phone Tree settings and disable it.
III. Owner + Assistant — Two-User Phone Tree
Use this setup for a two-person office where the owner and assistant each need an iPlum line while callers reach the business through one primary number.
A. Create the Primary Number and Assistant User
1. Get the Primary iPlum Number
my.iplum.com → Get iPlum Number. Purchase a new number or port an eligible existing number.
2. Add the Assistant
Dashboard → Users → Add User (Phone or Fax). Create the assistant's Login ID using their business email address. After the invitation is accepted, go to Dashboard → Users → [Assistant] → Get iPlum Number and obtain an iPlum line and subscription for the assistant.
Assistant Line Requirement: Even if the owner and assistant should both display the same primary business number as outgoing Caller ID, the assistant still needs their own iPlum line and subscription.
B. Configure the Assistant's User Settings
Outgoing Caller ID
To display the primary business number on the assistant's outgoing calls, go to: Dashboard → Users → [Assistant] → Profile & Permissions → Caller ID (Outgoing) → Edit → select the primary iPlum number → Save.
Business Hours
Configure the assistant's availability under: Dashboard → Users → [Assistant] → Settings → Do Not Disturb, Non-Business Hours → Edit.
Voice Network Mode
When needed, configure Voice Network mode under the assistant's incoming and outgoing Call Mode settings.
C. Set Up Phone Tree
1. Initialize Phone Tree
Organization → Phone Tree & Extensions → Setup Phone Tree.
2. Profile
For a simple two-user setup, the default profile is normally sufficient. Use the Advanced Multi-User example if greetings or routing need to change by day or time.
3. Phone Tree Greeting
Sample Greeting:
Thank you for calling. Press 1 for the assistant, 2 for the owner, 3 for directions, 0 to leave a voicemail, 4 for our after-hours answering service, or 9 to repeat these options.
4. Extension Length
For this example, single-digit extensions are sufficient, so set the maximum extension length to 1.
D. Create Your Extensions
Assistant
Create extension 1, select Ring Single iPlum Number, and choose the assistant's iPlum number. Configure the voicemail destination as needed.
Owner
Create extension 2, select Ring Single iPlum Number, and choose the owner's iPlum number. Configure the voicemail destination as needed.
Primary Voicemail
Create extension 0 and select Do Not Ring — Send to Primary Voicemail.
Directions
Create extension 3 and select Play Announcement. Add your directions and business-hours information using text-to-speech, recorded audio, or a supported custom audio file. Tell callers they can press # (pound) to stop the announcement and return to the main Phone Tree greeting.
After-Hours Answering Service
Create extension 4, select Ring Single External Number, and enter the answering-service number.
Repeat Greeting
Create extension 9 and select Repeat Greeting.
Sequential vs. Simultaneous Ringing
If an extension needs to reach both the owner and assistant, use multiple-number routing. Sequential calls destinations in order; Simultaneous rings all configured destinations at the same time and connects the first person who answers.
E. Advanced Settings
For most configurations, keep the default Advanced Settings unless you have a specific routing requirement.
F. Save, Enable & Test Phone Tree
Select Save Configuration, enable Phone Tree, and place a test call. Verify the owner, assistant, voicemail, directions, answering service, and repeat-greeting extensions.
IV. Solo Professional — Single-User Phone Tree
Use this setup when one person uses the primary iPlum number and wants a professional Phone Tree for self-service options such as direct calling, directions, billing, voicemail, and announcements.
A. Set Up Your Primary iPlum Number
1. Get Your iPlum Number
my.iplum.com → Get iPlum Number. Purchase a new number or port an eligible existing number.
2. Business Hours
Configure your availability under: Dashboard → Users → [User] → Settings → Do Not Disturb, Non-Business Hours → Edit.
3. Voice Network Mode
When needed, configure Voice Network mode under the incoming and outgoing Call Mode settings. Voice Network mode maintains the iPlum Caller ID for iPlum calls.
B. Set Up Phone Tree
1. Initialize Phone Tree
Organization → Phone Tree & Extensions → Setup Phone Tree.
2. Profile
The default profile is normally sufficient for a solo setup. Use multiple profiles if you need different greetings or routing based on day or time.
3. Phone Tree Greeting
Sample Greeting:
Welcome and thank you for calling Mary's Consulting Company. Our normal business hours are Monday through Friday from 8 AM to 5 PM. Press 1 to reach Mary, 2 for directions to our office, 3 for billing, 4 to leave a voicemail, or 9 to repeat these options.
4. Extension Length
For this example, single-digit extensions are sufficient, so set the maximum extension length to 1.
C. Create Your Extensions
Reach Me
Create extension 1 and select Ring Single iPlum Number to ring your iPlum line. If you want the option to go directly to voicemail instead, use Do Not Ring — Send to Primary Voicemail.
Directions
Create extension 2 and select Play Announcement. Add your address, directions, and business-hours information. You can use text-to-speech, your own recording, or a supported custom audio file. Tell callers they can press # (pound) to stop the announcement and return to the main greeting.
Billing
Create extension 3 and route it to your iPlum line, voicemail, or another destination based on how you want billing calls handled.
Primary Voicemail
Create extension 4 and select Do Not Ring — Send to Primary Voicemail.
Repeat Greeting
Create extension 9 and select Repeat Greeting.
D. Advanced Settings
For most solo configurations, keep the default Advanced Settings unless you have a specific routing requirement.
E. Save, Enable & Test Phone Tree
Select Save Configuration, enable Phone Tree, and place a test call. Verify each extension, announcement, voicemail destination, and repeat-greeting option.
Additional Phone Tree Features
a) Does my Phone Tree handle multiple incoming calls at same time?
Yes, you can receive any number of simultaneous calls to your main iPlum number using Phone Tree. iPlum provides multi-paths for your iPlum incoming calls by default.
b) Can I setup multiple extensions routing calls to same iPlum number?
Yes, you will create multiple extensions and point them to the same iPlum number.
Example:
Welcome and thank you for reaching John’s Architecture Company where we help to build office buildings. Press 201 for new clients, 202 for design support, 203 for billing and zero to reach operator. Press nine to repeat this menu.
Extensions:
Maximum length of extension digits: 3
Add Extension. Enter: 201; Select type as “Ring Single iPlum Number” and select iPlum #.
Add Extension. Enter: 202; Select type as “Ring Single iPlum Number” and select iPlum #.
Add Extension. Enter: 203; Select type as “Ring Single iPlum Number” and select iPlum #.
Add Extension. Enter: 0; Select type as “Do not Ring. Send to Primary Voicemail”.
Add Extension. Enter: 9; Select type as “Repeat Greeting”.
c) Can I setup an extension routing calls to an external non-iPlum number?
Yes, you will create an extensions and point it to the external non-iPlum number.
Example:
Sample Greeting:
Welcome and thank you for reaching John’s consulting. Please press one to setup an appointment.
Extensions:
Maximum length of extension digits: 1
Add Extension. Enter: 1; Select type as “Ring Single External Number”. Enter the external phone number to route the calls.
d) How to setup an extension to call multiple numbers sequentially or simultaneously?
Sequential or Simultaneous Multiple Numbers means that you can enter multiple phone numbers for one extension. For sequential flow the system will try each number in the hunting group and move to next available in the sequence. It will try for 18 seconds for each number. For simultaneous call flow, the system will dial all numbers at the same time, whosoever first picks the call gets connected. You can choose to send the unanswered call to the main number voicemail.
Example:
Extensions:
Maximum length of extension digits: 1
Add Extension. Enter: 1; Select type as Ring Multiple iPlum/External Numbers – Sequential ; Enter iPlum numbers which you want to ring one after the other when caller presses option 1. You can choose to send the unanswered call to the primary number voicemail.
OR
Add Extension. Enter: 1; Select type as Ring Multiple iPlum/External Numbers – Simultaneous ; Enter iPlum numbers which you want to ring simultaneous when caller presses option 1. You can choose to send the unanswered call to the primary number voicemail.
e) How to setup extensions going directly to different voicemails?
Each iPlum number has one voicemail box. For multiple voicemails, you will create users with its own iPlum numbers and route phone tree extensions to those numbers.
Additionally you can set up Do-Not-Disturb on these new iPlum numbers so that when user selects that extension, it will directly go to that voicemail without ringing.
You can access voicemails in your iPlum online portal.
f) How to setup information announcements like directory, hours of operation, directions?
Add Extension. Enter extension number; Select type as “Play Information”. Type your information for Text to Speech or you can record a custom mp3 sound file as per these instructions.
You can choose to end the call after playing the information or take the caller back to the main greeting.
Sample text:
At any time you can press pound to end this announcement and go back to main menu. We are located at ABC street, Suite 101, City, State. We are open Monday to Friday 8 AM to 5 PM. We are closed Saturday and Sunday.
g) How to setup directory of users?
Play directory of users. Click “Add Extension”. Enter an extension; select type as “Play Announcement”. Then record the directory of all users with their extensions as text to speech or your own voice. You can use a custom audio file as well. Please add an additional line in beginning of your directory announcement which tells the callers to press # “pound” to skip rest of directory & then press that extension they want to reach.
You can choose to end the call after playing the information or take the caller back to the main greeting.
Sample text:
When you hear your party’s extension please press pound to skip rest of the directory and dial that extension on the main menu. For Mary Jane, please dial 101. For Casey Dill, dial 102. For Jennifer Crawford, dial 103.
h) Can I use my main iPlum number as one of the extensions?
If you have only one user, yes you can configure extension/s to route incoming calls to the same iPlum number. It will not create a circular reference.
If you have more than one user for phone tree, it is recommended to keep aside the main number for incoming calls on phone tree and do not reuse that same number for one or more extensions.
i) How to configure multiple receptionists for an extension?
- Create Login IDs using each receptionist's business email address, then assign an iPlum number to each user:
Dashboard → Users → Add User (Phone or Fax). Get local iPlum number with plan on this line.
- Update Caller ID for this user so that when they dial out it shows primary number:
Dashboard → Users → Click iPlum Login ID of the User → Profile & Permissions → Caller ID → Edit using pencil icon → Primary iPlum Account.
- Switch-off the individual voicemails for the receptionists user account:
Dashboard → Users → Click iPlum Login ID of the User → Voicemail → SETTINGS → Enable Voicemail: Toggle “off” → Save.
- Enable Do Not Disturb hours on each receptionists user accounts :
Dashboard → Users → Click iPlum Login ID of the User → Settings → Do Not Disturb (Edit) → Silence Call Ringing: Toggle “On” ; Select radio button “Drop call” ;
Click “Schedule (Non-Business Hours)”. Setup hours when the specific receptionist is not in shift → Save.
Save again.
- Go back to the Phone Tree settings. In the Extensions section, click “Add Extension”. Enter extension number; Select type as “Ring Multiple iPlum/External Numbers – Sequential or Simultaneous” based on your requirements. Enter the two or more iPlum numbers which you have created as user accounts for receptionists.
- Choose the option for voicemail as “Send unanswered call to primary voicemail”.
- The calls will initially ring to the receptionists and if none of them pick up, the call will be routed to the main voicemail.
j) How to set up Phone Tree with multiple levels of phone tree?
Case 1: A business has multiple subsidiaries each with its own set of extensions.
Case 2: A business needs two layer phone tree for English & Spanish language callers.
One can create one phone tree per primary account. To create 2nd levels of phone tree, you will create two independent accounts with their own phone tree. In the first phone tree make one of the extensions to ring the primary iPlum number of 2nd independent account. The caller will dial the main number, hear the greeting, choose the subsidiary and then dial the extension.
- Create iPlum Primary account with main phone tree.
- Create separate iPlum accounts for each subsidiary with their own phone tree.
- In the Primary account’s phone tree “Extension" setup, add Subsidiary iPlum numbers (which will have their own phone tree).
k) First ring an iPlum number, if unanswered, send the call to an phone tree with extensions?
- Setup your main number where you will receive incoming calls as a sub-account.
- Setup Delayed Call forwarding on that iPlum number to the master account iPlum number.
- Please check multiuser phone tree example to setup greeting and extensions on the master account iPlum number.
- You can update Caller ID of all account/sub-account/s in their respective “Profile & Permissions” to any iPlum number in your account.
l) Using phone tree, first ring an external number, if unanswered send the call to iPlum voicemail?
Extensions:
Select “Ring Multiple iPlum/External Numbers – Sequential”. Put your external number first and then add your iPlum number as the last number for that extension. Further you can configure “Do Not Disturb” for the iPlum number so that the call will directly go to the voicemail after first ringing your external number.
Note: If you manually dismiss the call on external line, its device will force the call to its local voicemail. In the default iPlum Advanced Settings for Sequential Ringing, the call needs to ring 18 sec on the external line before it will rollover to next line (iPlum voicemail in this case). You can increase or decrease the Sequential Ringing time.
We suggest that instead of routing calls to external numbers, you get additional iPlum numbers to separate business calls from personal calls on each user device and then configure the extensions to those iPlum numbers in the call flow.
m) Using phone tree, first ring an iPlum number, if unanswered send the call to an external answering service?
Setup extension with “Ring Multiple iPlum/External Numbers – Sequential”. Put your iPlum number first & then the answering service phone number. The call will first ring on your iPlum number and if you don’t answer, it will roll over to the external answering service. You can choose to send the unanswered call to the main number voicemail.
Note: If you manually dismiss the call on external line, its device will force the call to its local voicemail.
n) How to set up business hours for my phone tree?
Please check multiuser phone tree example to create profiles.
o) How to set up business hours when iPlum calls are routing to an external number?
Please check multiuser phone tree example to create profiles.
p) How to transfer my existing external number to iPlum and set up Phone Tree?
There are two options:
1. You can port your existing number into iPlum and set up Phone Tree.
2. In case you can’t port your existing number to iPlum, you can set call forwarding from it to an iPlum number where you set up Phone Tree.
Note: When you set up Phone Tree without porting number, your outgoing calls using iPlum will show the iPlum number assigned.
q) Which Caller ID will show for incoming iPlum calls?
You can choose to show the Call Origination Number (default settings) or your iPlum Number as the display Caller ID for your incoming iPlum calls. This option is available in phone tree settings.
r) How to display main iPlum number for all outgoing iPlum calls for all users in my iPlum account?
You can setup your account such that it will show main iPlum number when any user in your iPlum account makes an outbound calls irrespective of their own iPlum number. For each user you can set their Caller ID number to use Main iPlum Number.
Dashboard → Users → Click iPlum Login ID of the User → Profile & Permissions → Caller ID → Edit & change to Primary account number.
s) How to do smart call transfer (*7)?
You can transfer any type of incoming call to another iPlum or an external number. You can stay in the call as a 3-way call or remove yourself from it.
The feature works with or without phone-tree.
While you are in the iPlum call, press *7 (star 7) and enter the 10-digit phone number followed by #.
After the call is connected, press:
0 to conference (3-way call).
1 to exit yourself or just hang up to connect both parties.
2 to end call transfer.
Notes:
1. If you enter an incorrect number, you can press # to cancel it and then press *7 again.
2. If you simply hang up without pressing any of the above options, it will remove you from the call and connect the other two parties.
Example
A is an external number which calls B (an iPlum number), B wants to transfer that call to C (iPlum or external number e.g. 202-123-1234).
B will enter *7 in their keypad followed by 2021231234# (like *72021231234#). This will put the call between A and B on hold and A will hear light music.
Then B will press one of these options: 0, 1, 2
0 to conference.
1 to exit yourself.
2 to end call transfer.
A will hear Music-on-Hold.
B can talk to C for one-one conversation, then press 0 to conference C into the call with A.
Or press 1 to take itself (B) out of the bridge and let A and C have the conversation.
Or press 2 to end the call with C (keep the conversation between A and B).
Note: If B just hangs up without pressing any of the above option, it will disconnect B from the call and connect A with C .
t) How to record my iPlum calls?
Yes, you can enable call recording feature based on your iPlum plan. You automatically get an email alert when you have a recording which you can play in the iPlum online portal or iPlum app. This feature also includes an optional “Consent” message which you can play for incoming calls if your state requires it.
u) What are Advanced Phone Tree Settings?
It is recommended to keep default values for this section.
- System Parameters: Ring time interval between call legs = 18 seconds.
- Invalid extension tries (before disconnecting the call) = 3.
- Number of times to play greeting (before disconnecting the call) = 3.
- Incoming Caller ID for Extensions. Choose between “Show actual calling number” (default) or “Show primary account iPlum number”.
- Get notification in iPlum app (Not recommended). Check this option if you want to get an alert in your iPlum app whenever there is a incoming call to the iPlum number where phone tree is setup irrespective if the caller selected any extension after listening to the greeting.
v) How to put a call on hold with music (MOH)?
There are situations where you need to check something during a call. You can place the call on hold and both sides will hear light music.
The feature works with or without phone-tree.
iPlum Mobile App:
After you make or receive a call , you can put the caller on hold by pressing *8 (star 8).
You can unhold the call by pressing 8.
iPlum Web Portal:
After you make or accept the call, there is a call hold button. You can toggle it to hold & unhold the call. You can also use *8 like iPlum app.
w) Live receptionist and then engage the phone tree?
- Create a sub-account in your iPlum account with a new iPlum number. This will be the phone number for all incoming calls to your company.
- Setup Delayed Call forwarding on this sub-account line to main number on your iPlum account where you have set up Phone Tree as per examples I, II or III.
Your incoming calls will come on the sub-account iPlum number, if you do not pick up the call in 15 seconds, it will engage the phone tree and extensions.
Important: Please do not configure the sub-account iPlum number as one of the extensions in the Phone tree otherwise the calls will go in circular setup and will not work.
x) How Is Usage Counted When Phone Tree Routes a Call to an External Number?
When Phone Tree routes an incoming call to an external number, it can create two call legs: the incoming call to your iPlum number and the outgoing call from iPlum to the external destination.
Both call legs appear separately in your iPlum usage logs, and both legs count toward the applicable usage and Fair Usage allowance.
For current U.S. and Canada plans, domestic calling is included subject to the applicable Fair Usage Policy. Usage from both call legs is counted toward the applicable Fair Usage allowance.
Helpful links:
How to port an existing number into iPlum?
Your payment has been received and will be process!
%20(1).avif)
.avif)