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Configure your voice preferences

Every agent controls where their own inbound calls ring from Me → Voice preferences (/me/voice-preferences). This is a self-service page: any signed-in user can change their own settings and nothing on the page requires supervisor or admin rights. Supervisors can review or reset another user’s rules through the admin console, but the day-to-day expectation is that agents set these themselves. The page answers one question per user: where do my inbound calls ring? Four editors build the answer:
  1. Call forwarding — the master rule: which ring mode applies.
  2. Find-me / follow-me — trial ladder for the sequential mode.
  3. Delegation — teammate coverage rules (roll to a colleague).
  4. Voicemail greeting — the audio callers hear when the ladder ends.
PSTN destinations (like your mobile number) entered here are routing config only — this page never dials out. Inbound belongs to your organization’s existing inbound carriers (Telnyx/DIDWW licences); the outbound leg that bridges a forwarded call exits only through the Devotel softswitch, which is also how the outbound carrier choice is enforced system-wide.

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1. Choose a ring mode (Call forwarding)

At the top of the editor you pick one of five modes. The modes read naturally top-to-bottom, and most users stay on the default: Device selection is the ring-target list. “Simultaneous” and “forward after timeout” hide the difference between browser softphone and PSTN (mobile) by ringing both at once; “softphone only” or “forward all” pick one. Choose simultaneous when you’re sometimes mobile, forward-after-timeout when the softphone is primary but you need a safety net, and forward-all only when you never work from the browser. Timeout value. Forward-after-timeout exposes the ring window (e.g. 20 s); the slider in the editor is bounded by whatever an admin has configured for your team, and the editor reflects the live bound.
A mobile number entered as a destination is stored per user and treated as routing config. It isn’t a new numbers purchase — if you want a dedicated inbound DID for yourself, that’s an organizational number assignment, which lives outside this page.

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2. Build the follow-me ladder (sequential mode)

The “Find-me / follow-me” editor only matters when your ring mode is sequential. Instead of a single softphone-then-mobile rule you can spell out a ladder:
Each rung rings only after the previous rung timed out. The editor loads the admin-configured capabilities (max rungs, per-rung timeout ceiling) up front so you never post a rule that violates a policy, and it validates your finished ladder before saving. Teammate roll-over — e.g. “after my mobile, try Sam” — is configured with the delegation editor (section 3). Both editors together close common coverage patterns: after-hours roll to an on-call teammate, hierarchy try-order for a backup, and so on.

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3. Delegate to a teammate

The Delegation editor sets a teammate as a coverage target: when you’re unreachable or your ladder ends, the system tries them instead of going straight to voicemail. Options include rolling to a colleague after a timeout, and routing internal-to-internal calls differently from external ones. Delegation is tenant-scoped — you can only delegate to users in your own organization.

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4. Record the voicemail greeting

The last editor controls the audio a caller hears when the ladder finishes without an answer — by default the message that belongs to your voicemail box. You can switch between the system default (recite-our-name TTS), a recorded upload, or a short text-to-speech phrase typed in place. The voicemails themselves still land in your voice mailbox; this editor only decides which greeting precedes them.

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Mic / speaker defaults on the softphone

Where the softphone is your ring target, its mic and speaker are governed by the browser: the first media prompt grants getUserMedia, and the browser records its permission and device picks. This page doesn’t override the browser-level mic/speaker IDs — those belong to the browser’s device list and the operating system’s audio routing. Inbound screening (announce-who-is-calling, called-ID preview) is an organizational queue setting, configured per queue by an admin; a per-user toggle doesn’t apply. But “which of my endpoints rings” is exactly what you control here.

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Per-user vs organization-wide voice settings

There are two voice surfaces in the dashboard and the split is deliberate:
  • /me/voice-preferences (this page) — the per-user rules above: ring mode, ladder, delegation, greeting. Visible to and editable by each individual agent.
  • /settings/voice — the organization-wide voice home: channels, softphone enablement, voicemail boxes, inbound routing templates, global caller-ID allowlists, softphone credential policy. Owned by admins; changing it affects everyone.
When an agent reports “where do my calls ring?”, always check the per-user page first. It beats the org surface for troubleshooting precisely because every user has access to it.

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Verify a change

  1. Save the mode and destinations.
  2. Call your inbound DID from an outside line.
  3. The expected surface(s) ring; the ladder ends in the expected place (destination or voicemail) when nobody answers.
Troubleshooting in the order you’ll hit it:

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Where to go next