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Contact Methods Overview

The Contact Methods section is where you manage all the ways calls can be handled in your phone system. This includes:

tip

Once a contact method is configured, it can work independently without using the panel modules. To set up the App as a contact method, you'll need to do this from the Users menu.

Routing Options​

All contact methods (App Configurations, SIP Accounts, PSTN Forwarding, and SIP Forwarding) support two routing approaches:

OptionMethodFlyNumber in Phone Number Module?Custom Call Flows?
Direct ConnectionAssign FlyNumber as DID NumberNoNo
Call Flow IntegrationLeave DID Number emptyYesYes

Direct Connection (Simple)​

  • Assign a FlyNumber as the DID Number in the contact method settings
  • Calls ring directly to that contact method
  • Your FlyNumber will NOT be available in the Phone Number module
  • No panel-based call flow customization

Call Flow Integration (Advanced)​

  • Leave the DID Number field empty
  • Use the Phone Number module with your FlyNumber
  • Connect to a Ring Group that includes the contact method
  • Full access to modules for building custom call flows
FlyNumber Assignment

When you assign a FlyNumber as the "DID Number" in a contact method, that number becomes directly linked to that contact method. The FlyNumber will not be available in the Phone Number module for use in call flows.

Choose your configuration based on your needs:

  • Simple routing: Assign the FlyNumber directly in a contact method
  • Complex call flows: Keep the FlyNumber unassigned so you can use it in the Phone Number module

Common Inbound Settings​

All contact methods (except email) share these common inbound call settings:

  • DID Number: Select which FlyNumber rings to this contact method

    warning

    When you assign a FlyNumber here, it creates a direct connection. The number will NOT be available for use in the Phone Number module on the panel. Leave this field empty if you want to use the number in a call flow with modules.

  • Internal Number: Set an extension for internal calling

    • 1-4 digit number
    • Must be unique across your system
    • Used for quick internal dialing

  • When unavailable: Choose what happens when calls can't be answered

    • Do Nothing: End the call
    • Route to Voicemail: Send to voicemail with selected greeting
    • Custom handling options may vary by contact method type

  • Voicemail audio: Select greeting for voicemail (if enabled)

    • Choose from your uploaded audio files
    • Different greetings for different scenarios

Integration with Call Flows​

All contact methods can be integrated into your call flows using the Ring Group module or Queue module. This allows you to:

  • Create complex routing scenarios
  • Combine with other call handling features
  • Set up conditional routing
Choosing Between Ring Group and Queue

Ring Group Module: Best for 1-3 destinations with precise timing control (up to 60 seconds)

Queue Module: Required for 4+ destinations, supports unlimited team members with handling times up to 15 minutes

Need to route calls to multiple PSTN numbers or several SIP destinations? Use the Queue module for better scalability.

Using Contact Methods in Call Flows

To integrate a contact method into your custom call flow:

  1. Clear the DID Number from the contact method's inbound settings (this frees up your FlyNumber)
  2. Use a Phone Number module with your FlyNumber connected to a Ring Group
  3. Add the contact method as a destination in the Ring Group

This approach gives you the flexibility to create complex call handling while still using your preferred contact methods as destinations.

Clear the DID number from contact method settings

You can enhance your call flow by adding other modules like:

Call Transfers​

Call transfer functionality allows users to transfer calls to other numbers using feature codes. This applies to both SIP Accounts and PSTN Forwarding. When "Allow Call Transfer" is enabled in the contact method settings, users can perform call transfers during a call.

To configure call transfers:

  1. Enable Allow Call Transfer in the settings of your SIP Account or PSTN Forwarding
  2. Ensure the appropriate feature codes are set up in Settings > Feature Codes

Feature codes configuration for call transfers

There are two types of transfers available:

Attended Transfer​

  • Press *11 during the call (using our example)
  • Enter the destination number in E.164 format (without +) followed by #
  • The system announces "Transfer"
  • Speak with the new recipient first
  • Complete the transfer after confirmation
  • Return to the original caller if needed
Use Case

Perfect for when you need to:

  • Confirm recipient availability
  • Provide context before transfer
  • Ensure a proper handoff

Unattended Transfer​

  • Press *22 during the call (using our example)
  • Enter the destination number in E.164 format (without +) followed by #
  • The system announces "Transfer"
  • The call transfers immediately
  • The original caller connects directly to the destination
Use Case

Ideal for:

  • Quick transfers
  • Known recipients
  • Routine call routing
warning

Enabling call transfers may incur additional per-minute charges for the transferred calls.

Call Recording Configuration​

Contact methods that support calls (App Configurations and SIP Accounts) share the same recording options.

Delivery Methods​

Choose where recordings are sent:

  • Email
  • Dropbox
  • FTP
  • SFTP
  • Google Drive
  • OneDrive
  • Cloud Storage

Call Types to Record​

Configure which calls to record:

  • Inbound Internal
  • Inbound External
  • Outbound Internal
  • Outbound External

Record on Demand​

Enable manual recording during calls using feature codes configured in Settings > Feature Codes.

note

Call recordings are:

  • Sent immediately after each call ends
  • Not stored on phone system servers
  • Subject to email server file size limits (approximately 7MB per hour)
Cloud Storage Integration

In addition to the standard delivery methods, you can configure cloud storage integration (AWS, Azure, or MinIO) through Settings > Cloud Storage Integrations. This provides an alternative way to store and manage your recordings.

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