Getting Started

Setup guide

• STEP 1 – Log in

  Log in on Freedom. You can find your login details in our welcome email waiting in your inbox.

  Privacy
  Under privacy settings, please take note of the message about saving and anonymizing call data. Kindly indicate how long your call detail records should be stored.

• STEP 2 – How will you call?

  Each user can connect up to four devices:

  1. A VoIP phone
  2. The Voys Webphone
  3. The Voys App (iOS or Android)
  4. Call forwarding to your cell phone

  Presence: How do you want to be reached?
  In Freedom each user can select on which device they want to receive calls.
  By default inbound calls are redirected to your mobile number.

  You can adjust your presence on Freedom. Simply indicate whether you are reachable on your VoIP phone, the App, the Webphone, your cell phone or whether you are not reachable.

  To set this up, go to Admin in the left menu bar. Then click on Users.
  Read more on how to activate your call options and how to toggle your presence here.

  Other phones
  Are you using a phone that was not order from us? Our knowledge base has setup guides for the most popular VoIP phones. To get the username and password to register your phone, Activate your VoIP account for the User first.

• STEP 3 – The dial plan

  In your dial plan you set what must happen when your phone number is called. We have prepared a default dial plan for you with opening hours and voicemail. You can adjust the dial plan to suit your needs.

  Check, check
  First of all, check whether the current dial plan meets your requirements:
  Go to Dial plans in the left menu bar and then click on your telephone number.

  When a call is received, the following steps are currently followed:

  1. First we check if it’s a holiday. Is that the case? Then we follow the green line to Meets conditions and callers will hear a public holiday message. We recommend to check the date of public holidays once a year for the year ahead and adjust where necessary, should the holiday be on a Sunday and observed the following Monday for instance.
  2. Is it not a holiday? Then we follow the red line Does not meet conditions and we come to the next check: your office hours. Here we check whether your company is available: are you open? Then we send the call to your user.
  3. Is your company closed? Then callers get a voicemail message that your company is closed.

  ? TIP: Practice with a Dial plan extension
  Want to play around with different features and options or don’t want to work in a dial plan that is already live? Start with a dial plan extension. Go to Dial plans >> Dial plan extensions (top right) and click Add. This will take you to an empty dial plan that is not live. Here you can try out all the options, without affecting your availability.

• STEP 4: Features

  The dial plan is fully customizable with all Freedom features. Features are activated and configured under Admin before they become visible in the drop down menus in the dial plan.

  Messages
  Customization starts with recording personal messages. You can record or upload audio messages and upload them via Admin >> Sounds. You then link the file to the relevant feature in Freedom, such as a message, an IVR or voicemail.

  ? FOR EXAMPLE: Do you want callers to be unable to leave a message when you are closed, but to get a message with your opening hours instead? Then replace the voicemail in the dial plan with a message.

  IVR
  “Dial 1 for sales, dial 2 for support…”
  Ensure that calls get automatically directed to a specific person or department.
  In this manual you will find how to do that.

  Other features
  Want to know how to configure a certain feature? You can find help articles on each feature in our knowledge base. Or simply click on the question mark (?) in the upper right corner on any page on Freedom.

   

  Getting stuck? We are keen and happy to help. Feel free to contact us at 021 012 5000 or info@voys.co.za.