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Setting Up Call Plans

Call Plans in the SendSquared voice platform control the initial routing when a call is received and define your hours of operation. This guide will walk you through configuring Call Plans, which determine what callers hear when they first call in and how their calls are handled.

Understanding Call Plans​

Call Plans are a critical component of your voice communication system as they determine:

  • How incoming calls are initially routed
  • When your system accepts calls (hours of operation)
  • What greeting or message callers hear when they connect
  • Which voicemail boxes are used when calls go unanswered

Accessing Call Plan Settings​

To begin setting up call plans:

  1. Click on the profile icon in the upper right corner
  2. Select Global Settings from the dropdown menu
  3. Click on Queue Settings in the settings menu

Creating a New Queue​

Once you're in the Queue Settings section:

  1. Click on the Add New Queue button in the upper right corner
  2. Start by giving your queue a descriptive name

The queue name should clearly identify its purpose, such as:

  • Main Reception
  • Reservations
  • Technical Support
  • After Hours

Configuring Voicemail Association​

For each queue, you'll need to configure associated voicemail settings:

  1. Select the queue from the dropdown you want the voicemail to be associated with

    • This can be linked to standard queues or agent direct queues

  2. Determine agent access permissions:

    • If you want the voicemail to be accessible only to specific agents, select each one individually
    • If no agents are selected, all agents will have access to that specific voicemail box
important

Queues must be created before setting up voicemail boxes that will be associated with them.

Completing Setup​

After configuring your call plan and voicemail settings:

  1. Review all settings to ensure they're correct
  2. Click the Save Mailbox button to finalize your configuration

Call Routing Options​

SendSquared offers various routing options for incoming calls that you can configure in your Call Plans:

Time-Based Routing​

  • Configure different handling based on time of day
  • Set distinct experiences for business hours vs. after-hours

Queue-Based Routing​

  • Distribute calls among available agents
  • Set priority levels for different types of callers

Interactive Voice Response (IVR)​

  • Create menu options for callers (e.g., "Press 1 for reservations")
  • Allow callers to self-direct to the appropriate department

Managing Welcome Messages​

The initial recording callers hear is an important element of your Call Plan:

  1. Prepare a professional greeting script
  2. Record the audio in a quiet environment
  3. Upload the recording in your Call Plan configuration
  4. Test by calling your number to ensure proper playback

Best Practices​

Queue Configuration​

  • Create logical queue structures based on your business needs
  • Use clear, consistent naming conventions
  • Consider creating specialized queues for VIP callers or high-volume periods

Voicemail Setup​

  • Record professional voicemail greetings
  • Configure notification settings for new voicemails
  • Establish processes for timely voicemail response

Testing​

  • Test your call flows regularly
  • Call your system from an external line to experience what customers hear
  • Verify that calls route correctly during and after business hours

Troubleshooting​

If calls aren't being routed as expected:

  • Verify that your call plan configuration is correctly saved
  • Check that agents assigned to receive calls are available
  • Ensure that your business hours settings are accurate
  • Test your voicemail setup by leaving yourself a test message