How can I set up a welcome message on my Hivoox phone line?
A welcome message plays a key role in how your company is perceived over the phone. It allows callers to immediately identify your business, understand the available options, and be routed to the right extension without delay.
To configure a welcome message on a Hivoox phone line, you must first have an active virtual PBX subscription with at least two extensions. This tutorial explains step by step how to set up a welcome message and forward incoming calls to the appropriate extensions of your Hivoox virtual PBX.
Prerequisites
- An active Hivoox virtual PBX service
- A minimum of two extensions created
- Access to your PBS account
Step-by-step configuration of the welcome message
1. Log in to your PBS account and click on IP CENTREX in the main menu.
2. Open the Extension section and create a short internal number for each extension. Typical examples include 101, 102, or any numbering that matches your internal organization.
3. Once the extensions are created, locate the key-shaped icon on the left side of the phone line you want to configure and click on it. This action opens the configuration window for that specific line.
4. In the configuration window, click on IP CENTREX, then select Auto Attendant.
5. On the Auto Attendant page, click the ROOT button. This will give you access to the main configuration menu where the welcome message and call routing rules are defined.
Configuration in the General tab
The General tab allows you to control how and when the welcome message is active.
- Name: Assign a name to your menu for internal identification. You may leave this field empty to keep the default name ROOT.
- Active / Always: Select this option if the welcome message should be active at all times.
- Active / Only within the following time range: Use this option to define business hours and limit when the welcome message is played.
Configuration in the Voicemail Messages tab
This section is used to define the audio messages heard by callers.
- Introduction: Enter the main welcome message, for example: “Welcome to [Your Company Name]”. This message is played as soon as the call is answered.
- Menu: Define the menu instructions that guide callers, such as: “Press 1 for Sales, Press 2 for Support”.
Configuration in the Actions tab
The Actions tab determines how calls are routed once the caller makes a selection.
- Add an event: Create an option corresponding to a key pressed by the caller.
- Action: Define what happens when the option is selected.
- Destination: Enter the destination extension number, such as 101 or 102.
- Play before the action: Enable this option if you want to play an audio message before transferring the call.
- Play / Voicemail recording: Upload the audio file played before the transfer. The file must be in .mp3 or .wav format.
Finalization and testing
Once all settings are completed, click SAVE at the bottom left of the page. It is strongly recommended to place one or more test calls to verify that the welcome message, menu options, and call routing work as expected.
You can update or adjust this configuration at any time to reflect changes in your team structure, operating hours, or call handling strategy.
If you have questions or suggestions, you may leave a comment below. The Hivoox team remains available to assist you when needed.