An overview of the Hipcall virtual PBX system

General Settings

The general settings section includes 5 subsections:

Call Recording Settings:
You can record and export your calls in Hipcall. Access to past recordings is available for the duration specified in your plan.
→ Learn more in this article
Missed Call Notifications:
Receive email or task-based notifications for calls to your PBX number that were not answered by any extension.
→ Learn more in this article
Missed Call Tracking:
Also known as "abandoned calls" in some PBX systems, this feature allows you to monitor the response time to missed calls on your PBX number.
→ Learn more in this article
Block List:
You can block unwanted calls to your fixed number and generate reports on these calls.
→ Learn more in this article
Call Metrics Settings:
In Hipcall, you can define service level thresholds and short-abandon call durations. These metrics may vary between companies.
→ Learn more in this article

Users

You can update a user's status (available, away, or busy), default number, and role at any time.
Users can only receive calls when their status is set to available.

To make changes, go to the Users page and open the details of the user you want to edit.

Internal Lines

In short, an internal line can be described as a switchboard component that can be dialed. This can be a team, a user, smart routing, or an announcement. Typically, the caller first dials the company's main number, then dials the internal line number of the person they want to reach directly for better communication.

You can access and manage all your internal lines from the Settings > Phone System >Extensions page.

What is an extension and what are its types?
How do I assign a new internal line to an existing user?

Phone Numbers

You can add multiple VoIP numbers to your Hipcall account. For example, you can have different VoIP numbers for all your office locations, or you can have several different numbers for each department, such as sales, support, or technical. You can edit the SIP information, working hours, or users of any number you add. You can disable these numbers at any time.

Greeting Announcements

Greeting announcements are known as robot operators, IVR (Interactive Voice Response), and greeting menus. Essentially, IVR plays a voice file to the caller according to the rules you set when your phone number is dialed. You can upload multiple announcements, such as business hours, after-hours, and holiday announcements, edit them, and deactivate them whenever you want. For example, during business hours, you can say, “Welcome to ABC Company. If you know the extension, please dial it. If not, please wait for an operator.” Or, for after-hours, you can say, "We are currently outside of business hours. You can reach us between 9:00 AM and 6:00 PM."

Smart IVR Distribution Strategies

Hipcall offers three distribution strategies for smart IVRs:

Assigned User: Routes the customer to the representative assigned to them in the Hipcall directory.
Last User Spoken To: Routes the caller to the person they spoke to within the last 72 hours.
Web Service: Routes by querying a web service developed by your development team.
This feature is only available to subscribers with API access.

For technical details, refer to the article:
Web Service-Based Smart Routing

Teams

Teams is a PBX feature that groups users according to their departments or your scenario, allowing them to work simultaneously or at different times, thus preventing missed calls and ensuring uninterrupted call traffic management. You can manage calls in your call center more easily by creating a team in Hipcall.

Voicemail

By enabling the voicemail feature in your Hipcall account, you can allow callers to leave a message when you are unavailable.

How can I activate the voicemail feature?