---
title: "How to start receiving calls"
slug: "how-to-start-receiving-calls"
description: " An overview of what is needed to enable agents to start receiving calls."
tags: ["incoming call", "Inbound", "calls"]
updated: 2025-11-12T13:59:52Z
published: 2025-11-12T13:59:52Z
canonical: "docs.voiso.com/how-to-start-receiving-calls"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How to start receiving calls

**Who should read this article**: Administrators

Learn how to enable your agents to start receiving inbound calls with Voiso.

          Important

          

**14-day trial users** should start with these articles. They walk you through initial setup, calling configuration, and key steps to get the most out of your trial experience.

- [System Requirements](/v1/docs/system-requirements)
- [How to set up your contact center](/v1/docs/how-to-set-up-your-call-center)
- [How to set up your equipment and softphone](/v1/docs/how-to-set-up-softphone)
- [How to enable outgoing calling](/v1/docs/how-to-start-making-calls)
- [How to start receiving calls](/v1/docs/how-to-start-receiving-calls)
- [Administrator Guide](/v1/docs/administrator-guide)
- [Supervisor Guide](/v1/docs/supervisor-workflows)
- [Agent Guide](/v1/docs/agent-guide)

## Introduction

Voiso provides an intuitive interface that helps you set up [Numbers](/v1/docs/inbound-inbound-numbers), [Caller IDs](/v1/docs/outbound-cid-groups), [Users](/v1/docs/users-users) (agents), and [Teams](/v1/docs/users-teams) to ensure your contact center is ready to handle incoming calls from your clients (contacts).

          Information

          

This article assumes you have already created your [Users](/v1/docs/users-users) and [Teams](/v1/docs/users-teams) as part of your initial contact center setup.

## Phone Numbers

To start receiving calls through Voiso, you need at least one phone number.

Voiso allows you to either buy new phone numbers or add your own. Manage your numbers on the **[Numbers](/v1/docs/inbound-inbound-numbers)** page by selecting **Inbound > Inbound Numbers** from the navigation bar.

![Getting Started Numbers Page](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Numbers%20Page.png)

### Buying Numbers

1. Click **Buy Numbers**.
2. Search for numbers by country or geographic region.
3. Select the numbers you want to purchase and click **Buy Numbers** to add them to your list.

### Adding Your Own Numbers

1. Click **Add 3rd-party number**.
2. Enter the number, country, and number type.

For assistance, contact your Voiso account manager.

### Buying numbers in detail

This tutorial video steps you through the process of buying numbers.

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Manually%20Add%20a%20Number.mp4)

## Creating a queue

A call [queue](/v1/docs/inbound-queues) is essential for distributing inbound calls to your agents based on defined conditions.

Watch this tutorial video about creating a queue.

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Manually%20Add%20a%20Queue.mp4)

### Steps to create a queue

1. Go to **Inbound > Queues** to open the **Queues** view.  

![Queues view blank](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Queues%20view%20blank.png)
2. Click **Add New Queue** to open the **Add Queue** view.  

![Queue Add queue view](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Queue%20Add%20queue%20view.png)
3. Name your queue to reflect its purpose, and optionally assign an extension for internal routing or transfers.

### Assigning agents to the queue

1. In the **Assigned agents** section, click **Manage**.
2. Select agents to assign to the queue, or choose **All Agents** to assign everyone.

### Choosing a call distribution strategy

Select a strategy from the **Strategy** menu to determine how calls are distributed:

| Strategy | Description |
| --- | --- |
| Linear | Calls are routed to agents in the order they joined the queue. |
| Circular | Calls are routed to the next agent in the list. |
| Fewest Calls | Calls are routed to the agent with the fewest completed calls. |
| Least Recent | Calls are routed to the agent who has waited the longest for a new call. |
| Ring All | All agents receive the call. If rejected, the call cycles back to all agents. |

To optimize performance and customer experience, consider adding a Supervisor, Skills, hold music, in-queue announcements, [Digital channels](/v1/docs/digital-channels), and a failover destination for unanswered calls.

## Creating a Flow

Inbound [flows](/v1/docs/inbound-flow-builder-overview) define how and when calls are routed in your contact center.

          Important

          

Ensure you have [inbound phone numbers](/v1/docs/inbound-inbound-numbers) assigned to a [queue](/v1/docs/inbound-queues) before creating a flow.

### Steps to Create a Flow

1. Navigate to **Inbound > Flows** to open the **Flows** page.  

![Flow Page Flows Table](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20View%20Flows%20Table.png)
2. Click **Add Flow** to open the **Add Flow** panel.  

![Flow Page Add Flow Page](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20View%20Add%20Flow%20View.png)
3. Enter a name for your flow.
4. From the **Flow Type** menu, select **Voice**.
5. Click **Continue**.
6. Specify the business hours when your flow is active.
7. If requried, specify the flow to use outside of business hours.
8. In the **Assigned numbers** section, click **Manage** to choose the [inbound number](/v1/docs/inbound-inbound-numbers) or numbers for the queue in the **Numbers assignment** panel, then click **Assign**.
9. Configure additional settings as needed based on your business processes, then click **Save** to create the flow.
10. Open the flow again, then click **Launch builder**.
11. Use **Flow Builder** to create a call flow. For example, add the **DTMF** node as an IVR to play a message to your callers and capture their dialpad input. Route the call based on the caller's selection to a queue, voicemail, or audio message, then save your flow. Check out [Creating a simple IVR with Flow Builder](/v1/docs/creating-a-simple-ivr) to help you get started building your first call flow.  

![Overview Flow Builder Example](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Overview%20Flow%20Builder%20Example.png)

You are now ready to start receiving inbound calls.

### Creating a flow in detail

This tutorial video steps you through the process of creating an inbound interaction flow.

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Manually%20Add%20a%20Flow.mp4)

In a contact center, the person responsible for leading, monitoring, and training a team of agents.

An agent attribute that can be used to help target calls to the best agent. A capability, such as product expertise, spoken language, specialty, or personality trait that an agent offers to contacts.

When a call cannot reach an agent and is either terminated, sent to voicemail, or redirected to a different system. Failover might also refer to a method of protecting computer systems from failure, in which standby equipment automatically takes over when the main system fails