How to start receiving calls with Voiso
    • 21 May 2024
    • 5 Minutes to read
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    How to start receiving calls with Voiso

    • Dark
    • PDF

    Article summary

    Who should read this article: Administrators

    An overview of what is needed to enable agents to start receiving calls.


    Voiso provides a simple-to-use interface that enables you to set up Numbers, Caller IDs, Users (agents), and Teams so that your contact center can receive call from your clients (contacts).


    This article assumes that you created your Users and Teams when you initially set up your contact center.

    Phone Numbers

    The first thing that you need to start receiving calls through Voiso is at least one phone number.

    Voiso enables you to buy phone numbers or add your own phone numbers for your contact center using the Numbers page. In the Voiso navigation bar, select Inbound > Inbound Numbers.

    To buy new numbers, click Buy numbers and search for available numbers by country and geographic region. Select the numbers you want to purchase, then click Buy numbers to add the numbers to your list of numbers.

    To add your own numbers, click Add 3rd party number and enter your number, country, and number type.

    For assistance with buying or importing numbers, contact your Voiso account manager.

    Creating a queue

    To receive calls in your contact center, you require a call queue. A Queue is the Voiso feature that automatically distributes (routes) incoming calls to your users (agents) based on specified conditions.

    To create a queue, in the Voiso navigation bar, select Inbound > Queues to display the Queues view.

    Queues view blank

    Next, click Add new queue to display the Add queue view.

    Queue Add queue view

    Give your queue a name that represents your business processes. Optionally you can assign an extension for the queue within your network if routing condition rules do not support queue names, or to enable agents to transfer calls to a queue by dialing the queue extension.

    Next, assign agents to the queue. In the Agents section, click Edit. In the Edit agents in queue panel, select the agents that you want to be associated with this queue (an agent may be assigned to more than one queue). To add all agents, select All agents. Click Save.

    Use the Strategy menu to select one of the following call distribution strategies (strategy):

    LinearCalls are distributed to available agents in the order in which they joined the queue
    CircularCalls are distributed to the next agent in agent list order
    Fewest callsCalls are distributed to the agent who has the fewest completed calls
    Least recentCalls are distributed to agents who have been waiting longest for a new call
    Ring all (default)Every agent in the queue is assigned the call; agents rejecting the call are returned to the queue for the next call; if all agents reject the call, the call is automatically distributed to all agents again.

    The remaining options and fields are not mandatory; however, to optimize your contact center performance and customer experience, Voiso recommends that you add a supervisor to monitor the queue, include music on hold (MOH) and an in-queue announcement, and set a failover destination if a call is not answered.

    Click Save to create the queue.

    Creating a Flow

    You can create inbound interaction flows to support your business strategy. Call flows define when and how inbound calls are routed in your contact center.


    Before you begin, ensure that you have inbound phone numbers for your contact center assigned to a queue.

    To create a new flow, in the Voiso navigation bar select Inbound > Flows to display the Flows page.

    Flow Page Flows Table

    Next, click Add flow to display the Add flow page.

    Flow Page Add Flow Page

    Give your flow a name, then from the Flow type menu, select Voice.

    In the General settings, select the inbound number or numbers for the queue from the Channels menu.

    The remaining settings should be specified according to your business processes. Click Save to create your flow.

    You are now ready to start receiving inbound calls.

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