Configuration & Settings
Central place to manage phone numbers, call routing, messaging features, and agent assignments.
Enabling Advanced Call Handling
All of the features described in this guide (call queue, pre-recorded messages, whisper messages, DNI) are enabled per company via the Advanced Call Handling feature flag in Albi Admin. Without this flag enabled, all phone numbers use the legacy direct-dial system.
Where to Find Phone Number Settings
Access all phone number configuration via Settings > Phone Numbers (this was formerly called "Communication Settings").
Per-Phone-Number Configuration
Each phone number in your system can be individually configured with the following options:
|
Setting |
Description |
Default |
|
Assigned Staff |
Which agents receive call notifications when a call comes in on this number |
None (must be configured) |
|
Pre-Recorded Message |
Automated greeting played to callers before an agent answers |
Disabled |
|
Whisper Message |
Context announcement played to the agent before connecting to the caller |
Disabled |
|
Forwarding Number(s) |
External phone numbers where calls are forwarded if no agent answers |
None |
|
Forwarding Rings |
Number of rings before the call is forwarded to the external number |
5 rings (~25 seconds) |