Managing Inbound Calls

This process outlines how to manage and configure inbound call routing inside TheraSaaS, including assigning calls to users, setting up forwarding numbers, and ensuring calls are routed as desired.

1. Verify Your Phone Number in TheraSaaS

1. Log in to TheraSaaS.

2. Go to Settings on the left side of the screen.

3. Click on Phone Numbers.

   • Ensure that a phone number has been purchased and is listed here. If not, you'll need to purchase one before proceeding.

2. Assigning a Phone Number to a User

1. Go to My Staff under Team Management.

2. Select a user and click Edit to open the user’s settings.

3. Expand the Call and Voicemail Settings section.

   • Check the Inbound Volume Number field to see if the desired phone number is assigned to the user.

   • If not, use the drop-down menu to assign a TheraSaaS phone number to this user.

3. Check or Set Up Call Forwarding

1. Forwarding from TheraSaaS Number:

   • Go back to Phone Numbers under Settings.

   • Click the three dots next to the number you want to edit, then select Edit Configuration.

   • Look for the Forward Calls To field. If a number is entered here, inbound calls to this TheraSaaS number will be forwarded to that number.

2. Forwarding from User Settings:

   • You can also check if individual users have forwarding numbers.

   • Go to My Staff, click Edit for each user, and look under the Phone field.

   • If a forwarding number is present, calls routed to this user will be forwarded to that number.

4. Company Number

1. Go to Business Profile in the Settings menu.

2. Under General Information, check if there is a Business Phone number listed.

   • This number acts as the company number and will be the first destination for inbound calls if added.

5. Inbound Call Routing Scenario

1. Call Flow with Company Number:

   • If a client calls your TheraSaaS number, the system first checks if a company number is added under your Business Profile.

     • If present, the call will be forwarded to this number.

     • If you don’t want calls forwarded to the company number, remove it from the Business Profile.

2. Call Forwarding from TheraSaaS Number:

   • If no company number is added, the call will next check if a forwarding number is set for the TheraSaaS number itself.

     • If a forwarding number is set, the call will be forwarded to that number.

3. Forwarding to Specific Users:

   • If the number is assigned to a specific user, the system will check if a forwarding number is set for that user.

     • If a user’s forwarding number is listed, the call will be forwarded to it.

6. Removing All Forwarding

If you want all inbound calls to remain within TheraSaaS without being forwarded externally:

1. Remove the company number:

   • Go to Business Profile and delete the Business Phone number.

2. Remove forwarding from the TheraSaaS number:

   • Go to Phone Numbers under Settings and remove the forwarding number under Edit Configuration.

3. Remove forwarding from individual users:

   • Go to My Staff, click Edit for each user, and remove any forwarding numbers from their user settings.

7. Call Routing Summary

• Step 1: If a company number is listed, the call will be forwarded there first.

• Step 2: If no company number is listed, the call will forward to the number set under the TheraSaaS number’s configuration.

• Step 3: If the call is assigned to a user, the system will check the user’s settings for a forwarding number and route the call there if present.

• No Forwarding: If no forwarding numbers are listed, the call will stay within TheraSaaS.

By following these steps, you can ensure that your inbound calls are routed to the right destination or kept within TheraSaaS as needed.