Customizing your call routing

Customizing Your Call Routing


Hunt Groups

A Hunt Group refers to a group of telephone numbers and/or extensions that are combined to act as a single group. 

There are many ways to configure a Hunt Group.

Hunt Group Extension Example 1:

Extensions 200, 201, 202, and 203 are configured to ring in a Hunt Group.  When an external call rings into this Hunt Group, all four extensions will ring at once.

  • Ext. 200 rings and is available
  • Ext. 201 rings and answers the call
  • Ext. 202 rings and is available
  • Ext. 203 rings and is available

Hunt Group Extension Example 2:

Extensions 200, 201, 202, and 203 are configured to ring in a Hunt Group.  When an external call rings into this Hunt Group, ext. 200 will ring first, then ext. 201, then ext. 202, then ext. 203.

  • Ext. 200 rings and is busy
  • Ext. 201 rings and is unanswered so the call times out and jumps to next
  • Ext. 202 rings and answers the call
  • Ext. 203 is available

Auto Attendants

An Auto Attendant (AA) is a recorded greeting that acts as a receptionist, answering inbound calls. The AA typically allows the caller to dial a feature code, extension, or connect directly to the operator.  Auto-Attendants can be configured to answer calls during non-business hours, weekends, and holidays, while a “live” receptionist answers calls during business hours.

For example: When you dial a business telephone number, you can immediately hear a greeting that says “Thank you for calling my business. Press 1 to speak to sales, press 2 to speak with technical support.”

Call Queues

Call queues are used to control how calls are distributed to agents logged into the phone system.  Specifically, incoming callers are placed into a waiting area to be answered by the next available agent. 

Call queues are best used in a sales or service setting where there is more than one person answering calls. Clarity’s Call Queue system is unique in that it can incorporate your professional Message on Hold while the caller is waiting and announce the waiting position to the caller.

How do I set-up a Call Queue?

Contact Technical Support at 800-676-3995 or submit a support request online and a technician will contact you to set-up your Call Queue.

For more information on Call Q​ueues, click here:    Call Queues​

Call Recording

Clarity offers Call Recording as an option to your phone system.  Call Recording enables companies to gather information on how the customer is being “handled” over the phone. Call Recording is advantageous for customer service training, quality assurance, quality control or for security/liability.  

In the US there are both federal and state statutes that regulate telephone call recording.  Please contact your attorney to determine your state law for electronically recording telephone conversations.

For more information on Call Recording, click here:   Call Recording

Conditional Forwarding (Temporary Call Forwarding)

Call Forwarding enables your customers to reach you whether you are in the office or out and it only takes a moment to set-up!  We offer a few options in regards to call forwarding:

Option 1:
 You can dial a 3-digit code, known as a Toggle,  on your Clarity phone, that will allow you to quickly forward calls.

Contact Technical Support at 800.676.3995 to set up this code.

Option 2:

You can log into the Clarity portal to forward your calls for your extension.

For more information on Call Forwarding, click here:    Holiday Call Routing and Portal: Call Handling and Forwarding Phones

Simultaneous Ring/Press One Confirmation

An outside line can ring one or more extensions, then can also simultaneous ring (or delay ring) a cell phone, so you’ll never miss a call! 

The “Press One Confirmation” feature enables the recipient to determine the priority of the call and then accept or reject the call on their cell phone.  If the call is rejected, the caller is transferred back to the office voicemail greeting.

For more information on Simultaneous Ring, click here: Portal: Simultaneous Ring​

Professional Recording Services

Need a Professional Greeting recorded for your Voicemail, Auto Attendant, or Music on Hold?  

For more information about our Professional Recording Services, click here:   Professional Recordings​

Music on Hold

Music on Hold and Message on Hold can be uploaded to your Clarity Phone System so when your customers are ringing your number or are on hold, they hear engaging, relevant information about your business. 

Just contact our Clarity Technical Support Department at 800-676-3995 for file upload instructions.

For more information about Music on Hold, click here:  Portal: Music on Hold​




    • Related Articles

    • On-site Installation

      Onsite Installations Need help installing cabling or your phone equipment ? While our equipment is easy to install virtually, some clients with limited time or more complex facilities prefer to rely on professional on-site installers. Whether you ...

    • Preparing Your Computer Network for Clarity VoIP Service

      Preparing Your Computer Network for Clarity VoIP Service A well-planned, organized office computer network (or LAN) is foundational for high performing, secure business communications. And, a proper setup will ensure proper speed and consistency for ...

    • Polycom Desk Phone Installation

      Polycom Phone Installation Installing your Polycom phone is a snap! Unpack your Clarity Phone from the box. Connect one end of the handset cord into the handset and the other end into the handset jack, located at the back of the phone. Plug the ...

    • Internet Concierge

      Internet Concierge Your own personal Internet Concierge. We’ll conduct a nationwide search for internet providers on your behalf! You’ll gain access to hundreds of providers for the widest choice possible Internet & telecommunications quoting handled ...

    • Yealink Desk Phone Installation

      Yealink Phone Installation Installing your Yealink phone is a snap! Unpack your Clarity Phone from the box. Connect one end of the handset cord into the handset and the other end into the handset jack, located at the back of the phone. Plug the ...