Overview

The Incoming Call Settings screen gives you complete control over how calls to your childcare center are routed, answered, and recorded. You can set up call forwarding, voicemail, team ringing, and backup behaviors all in one place.

With the latest enhancement, Enrollio now provides guidance for setting a healthy call timeout, helping ensure calls reach your voicemail instead of your carrier's voicemail and improving call tracking accuracy.

What Are Incoming Call Settings?

This interface consolidates all inbound call routing into a single, easy-to-read window. Each section shows:

  • Whether a routing option is enabled
  • Which team member, number, or system handles the call
  • The priority order Enrollio uses to route calls

This eliminates guesswork when calls don't ring or route as expected.

Key Benefits

  • Full transparency – See exactly which rule answers first, second, and third
  • Inline editing – Update most settings without leaving the page
  • Clear priority order – Understand how Enrollio evaluates routes
  • Faster troubleshooting – Quickly identify misconfigured timeouts or team members
  • Improved call handling – Reduce missed calls from prospective families

How to Access Incoming Call Settings

To open your call configuration:

  1. Go to Settings → Phone Numbers
  2. Open the Phone Numbers tab
  3. Click the three-dot menu next to a phone number
  4. Select Edit Configuration

[SCREENSHOT: Settings menu with Phone Numbers highlighted, then phone number list with three-dot menu expanded showing Edit Configuration option]

Basic Details Tab

On the Basic Details tab, you can configure:

Friendly Name

Rename the phone number to something meaningful, like "Main Office Line" or "Tour Inquiries."

Calls Go To

Select the primary team member who should receive calls to this number.

Ring Options

Choose where calls ring simultaneously:

  • Web App
  • Mobile App
  • Phone Number
  • VoIP Deskphone

Call Recording

Enable or disable recording for calls on this number. You can also play a recording disclosure message to comply with local regulations.

[SCREENSHOT: Basic Details tab showing Friendly Name field, Calls Go To dropdown, Ring Options checkboxes, and Call Recording toggle]

Call Forwarding Tab

The Call Forwarding tab controls how calls route when they aren't answered immediately.

Calls Go To (Priority Order)

Only one destination rings at a time, based on priority:

  1. IVR – Routes calls based on menu input
  2. Team Member (1st Priority)
  3. External Phone Number (2nd Priority)
  4. Voice AI (3rd Priority)

Ring More Team Members

Enable this option to ring up to 6 additional staff members. Device icons show which devices each team member has enabled (web, mobile, desk phone).

This is helpful when multiple people at your center need to be available to answer enrollment inquiries.

Incoming Call Timeout (New Guidance)

Incoming Call Timeout controls how long a call rings before moving to a backup destination (Voice AI or Voicemail).

Recommended Timeout Range

Enrollio now provides guidance when this value is outside a healthy range:

Too high (above ~20 seconds)

  • Calls may go to your carrier's voicemail instead of Enrollio voicemail
  • Call status may be marked as "Completed" instead of "Voicemail"

Too low (below ~15 seconds)

  • Calls may ring too briefly or fail to connect
  • Parents may not have enough time to answer

Recommended: ~20 seconds

When you enter a value outside the recommended range, a warning message appears to help you choose a healthier duration.

Pro Tip: This is guidance only. You can still save values outside the range, but doing so may impact voicemail routing and call status accuracy.

Backup Behavior

When the Incoming Call Timeout is reached, calls route to a backup destination:

  • Voice AI – Sends the call to an AI agent
  • Voicemail – Sends the call to Enrollio voicemail

Selecting a healthy timeout ensures calls reach Enrollio voicemail instead of your carrier's voicemail system.

[SCREENSHOT: Call Forwarding tab showing priority order, Ring More Team Members section, and Incoming Call Timeout field with warning message displayed]

Understanding Call-Flow Priority

Enrollio evaluates inbound call routing in a fixed order:

  1. Automation or IVR attached to the number
  2. Team member assigned directly to the phone number
  3. Team member assigned to the family record
  4. Ring Incoming Call to Multiple Team Members (Ring-All)
  5. Forwarding number

Only the highest available priority rings. Lower priorities are skipped once a call is answered or routed.

Pro Tip: If calls aren't routing as expected, check your priority order. A higher-priority rule may be intercepting calls before they reach your intended destination.

Frequently Asked Questions

Who can access Incoming Call Settings?

Any team member with permission to manage Phone Numbers.

Does the new timeout guidance change my call logic automatically?

No. It only displays recommendations. Your configuration is not enforced or overridden.

Why were some calls previously marked "Completed" instead of "Voicemail"?

If a timeout was too high, calls could reach your carrier's voicemail instead of Enrollio voicemail, causing incorrect status tracking.

Does this affect outgoing calls?

No. Outgoing Call Timeout is configured separately and is not impacted by this guidance.

Can I still use very high or low timeout values?

Yes, but it's not recommended due to routing and status accuracy issues.