Setting up Your Direct Line's Inbound Call Flow

Kixie allows you to control how inbound calls to your direct line are handled. You can configure greetings, devices to ring, call forwarding, and voicemail settings to fit your workflow.

Please note: these settings apply to when a user of Kixie gets called on their direct number(s) or receives a callback via a ConnectionBoost number. 

The direct line call flow is not referenced within ring groups or call queues for example, in which an agent's individual device (like the PowerCall chrome extension) is targeted instead, not their direct line call flow.

1. Accessing Your Call Routing Settings

1. Go to My Profile > Profile > Agent Settings > Inbound Call Flow.

2. Click Edit ALL to update your routing preferences.

2. Greeting (Optional)

• Initial Greeting: Choose to play a short message before your line rings.

  • Example: “Please hold while we connect your call.”

  • Example: “This call is being recorded for quality assurance.”

• This step is optional. If left blank, the caller will hear ringing immediately.

3. Devices to Ring

• Under Device(s) to Ring, you can select which Kixie devices will ring when your direct line is called.

• Options include:

  • PowerCall (Chrome Extension)

  • Mobile App

Important Note About the Mobile App

• The mobile app can be selected as a device to ring, but it is not guaranteed to always ring due to targeting limitations imposed by iOS and Android.

• Because of this, the recommended call flow is:

  1. Ring PowerCall Chrome Extension first.

  2. If unanswered, Forward Call to your cell phone with Announce Call enabled.

  3. If unanswered, send to Kixie Voicemail.

👉 You can still select the mobile app (sometimes it will ring), but you should always have cellphone forwarding with enable announce call ON as a fallback. When you answer the forwarded call on your cell, you'll hear "Please press 1 to answer this Kixie call" (the announce call message).

4. Call Forwarding

• Toggle Forward Call ON to send calls to a forwarding number if no device answers.

• Enter your Forward To number.

• Adjust Seconds to Ring before forwarding triggers.

Enable Announce Call (Highly Recommended)

• Enable Announce Call to require pressing “1” to accept.

  • Prevents calls from landing in your cell’s voicemail.

  • Ensures unanswered calls route back to Kixie voicemail.

  • When you answer the call on your cell, you'll hear "Please press 1 to answer this Kixie call".

5. Voicemail

• Default Behavior: New accounts ring PowerCall for 5 rings, then send to voicemail.

• Customization Options:

  • Dial your own Kixie number and record a voicemail.

  • Text-to-Speech setup.

  • MP3 Upload.

  • Direct recording inside the Routing Module.

Voicemail messages go to:

• Email 

• Kixie PowerCall

• Kixie Mobile App

None of the voicemail message notifications above can be disabled at this time.

6. Example Call Flow

1. Inbound Greeting plays (optional).

2. PowerCall Chrome Extension rings (~25 seconds).

3. If unanswered → Forward Call to cell phone with Announce Call.

   • Must press “1” to accept.

   • If not accepted, call bypasses your cell voicemail and goes to Kixie voicemail.

4. Caller leaves a voicemail. Notifications sent to email, PowerCall, and mobile app.

✅ Best Practice:

• Always enable Announce Call for forwarding.

• Treat the mobile app as a “bonus” ring option, but do not rely on it exclusively—use cell forwarding as your fallback if you'd like calls to reach you on mobile.

• Personalize your voicemail greeting

• Consider adding an inbound greeting for compliance and professionalism.