Device & Phone Numbers Configuration

Modified on Thu, 12 Mar at 3:56 PM

Device & Phone Numbers Configuration

Overview

This guide covers two key areas: updating your device microphone settings for clear in-browser calls, and configuring your TheraSaaS phone numbers for optimal call routing, lead handling, and automation. For best results, use Google Chrome as your browser.

Part 1 — Microphone Setup (Chrome Browser)

1Open Site Information
In Chrome, go to your TheraSaaS tab and click the Site Information icon on the left side of the URL bar (the lock or info icon).
2Enable microphone access
Make sure the Microphone toggle is turned ON for your TheraSaaS tab under browser permissions.
3Select the correct input device
Click the Microphone Permission dropdown and confirm the correct device (headset, built-in mic, etc.) is selected as your active input.
4Verify the recipient's audio output
If the call recipient cannot hear anything, ask them to check their speaker / sound output device selection on their computer. Confirm that their headset, earbuds, or speakers are functioning and selected as the active output.

Part 2 — Phone System Configuration

Proper phone number configuration ensures accurate call routing, lead handling, and automation across your account. Below is a summary of all available options, followed by step-by-step setup instructions.

Option	Purpose	Example
Name Your Number	Label numbers for internal use	"Main Sales Line" or "Support Desk"
Pass Called Number As Caller ID	Show dialed number instead of caller's number	Useful in forwarding scenarios
Forwarding Calls To	Route calls to external or mobile numbers	Send calls to team members' personal phones
Use Verified Number as Caller ID	Show verified number for outbound calls	Enhances professionalism in outbound calls
Whisper Message	Custom message before call connects	"Call from XYZ Practice — press 1 to connect"
Call Recording	Auto-records calls for compliance or training	Quality assurance and team monitoring
Play Call Recording Message	Announces recording to comply with legal standards	"This call may be recorded…"
Incoming Call Timeout	Ring duration before voicemail or drop	Route to CRM voicemail or personal voicemail
Outgoing Call Timeout	Sets outbound ring time limit	Avoids hitting recipient voicemails
Ring Incoming Calls to Users	Ring multiple users simultaneously	Ensures calls are answered promptly

How to Access Edit Configuration

1Navigate to Phone Numbers
Go to Settings → Phone System from your sub-account. Your available numbers will appear under the Manage Numbers tab.
2Open Edit Configuration
Click the three dots (⋯) beside the number you want to configure, then select Edit Configuration from the pop-up menu.

Configuration Options — Detailed Guide

Name Your Number

Label your number for internal reference only — this name is not visible to contacts.

Examples: "Main Intake Line," "Billing Line," or "Agent John's Number"

Pass Called Number As Caller ID

By default, the caller's number is shown on caller ID. Enable this option if you want the caller ID to display the number that was dialed instead.

Most relevant when a caller dials Number A and is forwarded to Number B (your number).

Forward Calls To

Define the destination number where incoming calls will be routed — such as a mobile phone, external line, or different department. Commonly used for routing calls outside of your TheraSaaS account.

When a caller dials Number A (configured number), the call is immediately forwarded to Number B (destination).

Use Verified Number as Caller ID for Outbound Calls

Displays your verified phone number on the recipient's caller ID when making outbound calls.

⚠️ This option only applies to Verified Phone Numbers. See: How to Set Up Verified Caller ID.

Whisper Message

Set a message that plays to the recipient before the call connects (requires Call Connect to be enabled).

"Call from Practice Name — press a key to connect."

Call Recording & Play Call Recording Message

Call Recording automatically records calls for training, quality assurance, or compliance purposes.

Play Call Recording Message adds a pre-recording disclaimer to inform the receiver before recording begins.

"This call will be recorded for quality purposes."

⚠️ Recording costs $0.0025/min; storage costs $0.0005/min/month. In many U.S. states, playing a recording disclaimer is legally required.

Incoming Call Timeout

Sets how long (in seconds) the inbound call rings before being dropped or forwarded to voicemail. Choose a scenario based on your preferred routing:

Scenario A
~60 sec

Route to personal voicemail — Leave the timeout blank or set to 60 seconds to allow enough time to reach your cellphone's voicemail.

Scenario B
~20 sec

Ring briefly, then CRM voicemail — Set to ~20 seconds so the call rings for a moment before routing to your pre-recorded CRM voicemail, bypassing personal voicemail.

Scenario C
1–4 sec

Direct to CRM voicemail immediately — Set to 1–4 seconds to send callers straight to your pre-recorded CRM voicemail without ringing your phone.

⚠️ Make sure you've uploaded a voicemail recording (MP3 or WAV) in the Business Info tab or in the assigned user's profile settings.

Outgoing Call Timeout

Sets how long (in seconds) an outbound call rings before being dropped. Use a shorter timeout (e.g., 30 seconds) to avoid hitting customer voicemails — ideal for voicemail-drop workflows.

A2P Verification & SMS Capability Testing

Before sending SMS, ensure your account is A2P registered and verified. Refer to the A2P setup video in your TheraSaaS help center to confirm your account is ready for SMS capability testing.

Frequently Asked Questions

Can I assign the same number to multiple users?

Yes. Under "Ring Incoming Calls to Selected Users," you can assign up to 7 users to a single number.

How do I stop forwarded calls from going to my personal voicemail?

Use a short inbound timeout (~20 seconds) so calls are routed to your CRM voicemail before reaching your personal voicemail.

Why aren't my outbound calls displaying the right caller ID?

Ensure your number is verified and approved for outbound calling, and that you've enabled "Use Verified Number as Caller ID" in the configuration.

Can I use toll-free numbers for both SMS and voice?

Yes, but they must be registered and verified for SMS compliance. Note that toll-free numbers may have limitations for outbound voice caller ID depending on carrier support.

Incoming calls are not coming through the Lead Connector mobile app. What do I do?

Cached app data can interfere with incoming calls. Try the following steps in order:

Log out of Lead Connector and log back in.
Clear the app's cached data.
Uninstall and reinstall the Lead Connector app.

Best Practice

Complete your phone setup checklist — number naming, forwarding, timeout, and a test call — before going live with clients to avoid any gaps in routing.

When to contact support

If calls still fail to route correctly after completing all configuration steps, contact support with your TheraSaaS number and details on whether the issue is inbound, outbound, or both.