This guide walks you through configuring phone numbers in your Enrollio account — including call forwarding, timeout behavior, whisper messages, call recording, and more. Proper setup ensures optimal call routing and communication with prospective and current families.
Phone Number Configuration Options — Quick Reference
| Option | Purpose | Common Use Case |
|---|---|---|
| Name Your Number | Label numbers for internal use | "Main Tours Line" or "Director Mobile" |
| Pass Called Number As Caller ID | Show dialed number instead of caller's number | Useful when forwarding calls to staff phones |
| Forward Calls To | Route calls to external or mobile numbers | Send tour inquiries to your enrollment coordinator's cell |
| Use Verified Number as Caller ID | Show verified number for outbound calls | Ensures parents see your center's number when you call |
| Call Connect | Adds prompt before call connects | Triggers missed-call text automations accurately |
| Whisper Message | Custom message before call connects | "Tour inquiry from Enrollio — press 1 to connect" |
| Call Recording | Automatically records calls | Quality assurance and staff training |
| Play Call Recording Message | Announces recording for compliance | "This call may be recorded..." |
| Incoming Call Timeout | How long phone rings before voicemail | Route to Enrollio voicemail or personal voicemail |
| Outgoing Call Timeout | Sets outbound ring time limit | Prevents leaving voicemails on parent callbacks |
| Ring Calls to Multiple Users | Ring multiple staff members simultaneously | Ensures tour inquiries are answered promptly |
What is Phone Number Configuration?
Phone number configuration in Enrollio lets you control how each phone number behaves for both inbound and outbound calls. These settings are crucial for childcare centers that rely on efficient phone communication — whether you're showing a custom caller ID, routing tour requests to staff, or enabling voicemail.
Where to Find Phone Number Configuration
Step 1: Navigate to Phone Numbers
- Click Settings in your Enrollio account
- Select Phone System
- Your available numbers will appear under the Manage Numbers tab
Step 2: Open Configuration Options
- Click the three dots next to the number you want to configure
- Select Edit Configuration from the menu
Phone Number Configuration Options Explained
1. Name Your Number
Label your number for internal reference so your team knows which line is which.
Example: "Main Tours Line," "Director Mobile," or "After-Hours Support"
2. Pass Called Number As Caller ID
By default, the system shows the caller's phone number on your caller ID. If you enable this option, your caller ID will show the number the parent dialed instead.
This is most relevant when calls are forwarded. For example, if a parent dials your main line (Number A) and it forwards to your cell phone (Number B), you'll see Number A on your caller ID rather than the parent's number.
3. Forward Calls To
Define where incoming calls should be routed — whether to mobile phones, external lines, or different staff members.
When a parent calls your configured number, the call automatically forwards to your destination number.
Use case: Forward tour inquiries to your enrollment coordinator's cell phone during business hours.
4. Use Your Verified Number as Caller ID for Outbound Calls
When you make outbound calls, this feature shows your verified phone number on the parent's caller ID instead of an unfamiliar number.
Note: This option only applies to verified phone numbers. Learn how to verify your number in our guide: How to Set Up Verified Caller ID.
5. Call Connect
When enabled, the person answering hears a whisper message prompting them to press a key to accept the call. This ensures only calls answered by a real person (not voicemail) are marked as connected.
Ideal for:
- Enabling missed-call text-back automations
- Preventing voicemails from being falsely marked as successful calls
6. Whisper Message
Set the message that plays before connecting the call when Call Connect is enabled.
Example: "Tour inquiry from Enrollio — press any key to connect"
💡 Pro Tip: Keep whisper messages short and action-oriented. Your staff will hear this message every time they answer.
Important: Whisper messages use text-to-speech and are billed at $0.00084 per 100 characters.
7. Call Recording and Play Call Recording Message
The Call Recording option automatically records calls for training, quality assurance, or compliance purposes.
The Play Call Recording Message setting adds a pre-recording announcement like "This call may be recorded for quality purposes" to inform the caller before recording begins.
Important: Call recording costs $0.0025/min. Storage costs $0.0005/min/month.
Note: In many U.S. states, playing a recording disclaimer is legally required for compliance.
8. Incoming Call Timeout
The amount of time (in seconds) the system lets an inbound call ring before being dropped or forwarded to voicemail.
Scenario 1: Route to Personal Voicemail
If you want missed calls to go to your cell phone's voicemail, leave the Incoming Call Timeout field blank or set it to 60 seconds. This gives the call enough time to reach your personal voicemail system.
Scenario 2: Route to Enrollio Voicemail After Ringing
If you'd like the call to ring briefly before directing the parent to a pre-recorded voicemail within Enrollio, set the Incoming Call Timeout to around 20 seconds. This avoids hitting your personal voicemail and ensures it's handled by your Enrollio setup.
Scenario 3: Direct to Enrollio Voicemail Immediately
To send calls directly to a pre-recorded Enrollio voicemail without ringing your phone, set the Incoming Call Timeout to 1–4 seconds.
Note: Make sure you've uploaded a voicemail recording (MP3 or WAV format) in the Business Info tab or in your user profile settings.
9. Outgoing Call Timeout
The amount of time (in seconds) the system lets an outbound call ring before dropping the call.
Use a shorter timeout (like 30 seconds) to avoid hitting parent voicemails — ideal when making follow-up calls where you want to try again later instead of leaving a message.
How outbound call tones work:
- Connecting tone: Plays while Enrollio is reaching the recipient's carrier
- Ringback tone: Starts only after the carrier confirms the phone is actually ringing
If the carrier can't be reached, the call ends after the connecting tone (no "phantom ringing").
10. Ring Incoming Calls to Selected Users
Route incoming calls to multiple staff members within your account. When a call comes in, all selected users' phones will ring simultaneously until someone answers or the call times out.
You can assign up to 7 staff members to receive calls, helping ensure tour inquiries and parent questions are answered promptly — even if some team members are unavailable.
For more details, check out our article: Ring Incoming Calls to Multiple Users.
Frequently Asked Questions
Q: What happens if I leave timeout fields blank?
A: The system uses default values. For incoming calls, blank typically means 60 seconds. For outgoing calls, the system will ring until the recipient's carrier terminates the call.
Q: Can I use different configurations for different numbers?
A: Yes! Each phone number in your account can have its own unique configuration. For example, you might want your main tours line to ring multiple staff members, while your director's line forwards only to their cell phone.
Q: Will parents hear the whisper message?
A: No. Whisper messages are only heard by the person receiving the call (your staff), not by the caller (the parent).
Q: How do I know which numbers are verified?
A: Verified numbers are marked with a verification badge in your phone number list. Only verified numbers can be used as caller ID for outbound calls.
Q: Can I record calls for training purposes?
A: Yes, but make sure you're compliant with your state's recording laws. Many states require you to announce that calls are being recorded. Use the "Play Call Recording Message" option to stay compliant.