Cloud phone system for business: set up calls and stop losing them

A clinic launched an ad with a new number but forgot to add it to the call scheme of its cloud phone system. The client hears a busy tone and calls the clinic next door, and the business loses a patient. The ad budget is wasted.

A cloud phone system is a phone exchange with no hardware in the office: it takes calls to your numbers online and, following the scheme, hands them to employees or a bot. Most often, calls are lost not because of managers but because of the scheme: an empty branch, a night with nobody on duty, a returning client landing with a random salesperson. The “Incoming settings” section shows where every request goes and highlights the spots where it gets lost.

Here, the cloud phone system for business is built right into your account: numbers, the call scheme, the CRM and an AI bot are in one window, with no separate PBX and no integrations. A lead (the client's card in the CRM) is created by itself. And no call stays missed: if a manager doesn't answer, the bot picks up the call, the client gets an SMS and the manager gets a notification.

Watch the two-minute video, and below you'll find the step-by-step setup.

Why businesses need it

• Sales team and clinic: the most popular scheme is managers one after another, and if nobody answers, the voice bot takes the call. At night and on weekends, the bot answers on its own, so bookings go on around the clock. How to build the queue is covered in the article on automatic call distribution.
• The head of the team sees losses in advance: empty branches are marked with yellow “No blocks” and “Other numbers are not set up” tags.
• Real estate: the Avito number, the housing complex website number and the outdoor ad number each lead to their own team.
• Online school: a form request becomes a lead by itself, and the manager gets a Telegram message. Not a single request sits without an owner.
• Returning clients reach their own manager, not a random one. No duplicates: a repeat request becomes a “Repeat lead”.

How the cloud phone system works in your account

At the top of the page is the “Schemes” block with a list of incoming channels. An incoming channel is where requests come from:

• “Incoming call” — calls to the project's numbers, including your own SIP numbers (your carrier's numbers connected over the internet) and the numbers swapped in by call tracking for websites;
• “Callback” — requests from the callback button in the website widget;
• “Lead from a site form”, “Visitor identification” and “API” (requests from your own software);
• “Lead from email” — emails to connected mailboxes;
• “Messengers” — messages from connected messengers;
• “Call transfer” — transferred calls.

Click an incoming channel, and its scheme opens full screen. At the bottom of every block is a short summary, for example “Calling 3 employees · all at once · waiting 30 s”. Each project has its own scheme, and you choose the project in the account header.

How to set up incoming calls: step by step

1. 1
   Open the incoming channel

   “Telephony” → “Incoming settings” → “Incoming call”.
2. 2
   Add the first block

   Click “+” on the “Other numbers” card and choose “Call employees / create a lead”. Start the scheme with it: this is the block that creates leads.
3. 3
   Choose people and the order

   In “How to dial the employees”, choose “One after another, remembering the last position”. Click “+ employee”, tick the managers and click “Done”.
4. 4
   Decide what happens if nobody answers

   In the “If the employee has not answered” branch, set “Waiting for the answer”, for example 20–30 seconds. Add a backup step with the “+” button. Most often it's the voice bot — the “Launch an autofunnel” block (more in how to never miss incoming calls). You can also put another employee or a message there.
5. 5
   Save

   Click “Save” on the “You have unsaved changes” bar at the bottom of the screen, or press Ctrl+S. The “Settings applied” message appears.

Number groups: a separate route for each number

In “Incoming call”, you can split numbers into groups, for example to keep the Avito number separate. Click “+ number group”, tick the numbers and click “Done”. The group gets its own branch of blocks. A number from another group moves to the new one.

Numbers without a group go to the “Other numbers” branch. Numbers added later or moved from another project or from call tracking end up there too. So always set up this branch.

Adding and deleting scheme blocks

The “+” button opens the “Add a block” window with a hint under each type. Grey types can't be placed here. “Condition” and “Lead editing” need a block above them that creates a lead — usually “Employees”. “Continue from a given block” and “Launch an autofunnel” end a branch, so they go last. If you don't start the scheme with “Employees”, the account warns you with the “Leads may be lost” window.

When you delete a block, the account asks: “Delete only this block” (the blocks below move up into its place) or “Delete it with all the blocks below”. Before you save, the “Cancel” button undoes the deletion.

What number clients see when you call them

The first line in the list of incoming channels is “Caller ID for the client”. It's not an incoming channel but an outbound call setting: which number the client sees when they're called from your account or from the CRM. In the “Project caller ID” block, choose a number — one of those you got by renting a virtual phone number for business in the “Phone numbers” section. In “Exceptions for employees”, set separate numbers for specific people. The window has its own “Save” button.

The “Autofunnel” tag on a number means the number is linked to an autofunnel (an automatic call scenario) in the Numbers section, and a voice bot calls clients from it. If a manager calls from such a number, a client who calls back may reach the robot. For manual calls, choose a number without this tag.

Backups: how to restore a previous call scheme

The “Backups” button stores previous versions of the scheme. Choose a version, click “Roll back” and confirm. A rollback changes all incoming channels at once, and unsaved edits are lost.

Read also: Automatic call distribution between managers: queue and bot, Time-based call routing: forward calls by schedule, lead step and CRM, Virtual phone number for business: prices, SIP and a bot number