About the Telephony Toolkit

With a Phone.com API Developer account, you can set up multiple phone numbers with any number of extensions. You can also create custom greetings, menus, queues and routes that perform the specific telephony functions you need in your application.

How? You can create and manage these resources in two ways—either by using our API services or by logging into your account and using features and settings in our Telephony Toolkit.

Logging into your account gives you access to all of the settings available in the Telephony Toolkit, including:

  • Call and SMS routing settings and schedules
  • Unlimited phone extensions with personalized voicemail and contacts
  • Flexible caller menus and queue options
  • Custom greetings and hold music

As a developer, toolkit settings are useful for configuring those settings that you either cannot or do not want to access or manage using an API call.

For example, you might use the toolkit to set up a phone number with two extensions and a handful of routing options, and then utilize those resources through the API when making or receiving phone calls in your application. For more information on when to use the toolkit versus an API request, see Should I Use the Toolkit or the API?.

Configuring Your Application

One of the first things you’ll use the Telephony Toolkit for is to establish the connection between your application and the Phone.com API. Before you make any API requests, you must create an API key and password, and set the URLs for your webserver in your Phone.com account. For more information, see Configuring Your Application.

Setting up Menus, Queues and Call Handling Rules (Routes)

The Telephony Toolkit makes it easy to set up the phone numbers and extensions you will use in your application. It also lets you configure Phone.com features like Greetings, Menus, Queues and Call Handling Rules (Routes) that may be more time consuming to set up or manage using the API. When you sign up for your Phone.com API Developer account, you will choose a phone number for your account. You can also add phone numbers and extensions later. For more information, see Setting Up Phone Numbers and Extensions. Once you’ve added numbers and extensions, you can go ahead and set up the menus, queues and routes that you need for those numbers. These features are used as follows.

Queues

Manage Oueues page

Our Queues feature lets you direct incoming calls to a defined group of phone numbers or extensions within your system. Call queues are typically used in sales, support and service departments that have more than one person answering calls. The call is placed in the queue, to be answered by the next available operator.

Call Handling Rules (Routes)

Important Note: Our /routes API service allows you to set and manage the settings known as Call Handling Rules in the Telephony Toolkit. Routes are call handling rules by another name. The Call Handling Rules settings you see when you log into your account will be renamed as Routes in an upcoming release.
Manage Routes page

Routes offer options for directing incoming calls to various destinations—sending them to a device or voicemail, for example, or on to a menu, queue or to your application. For instance, you might direct a call received between 8:00 A.M. and 5:00 P.M. to your sales representative’s cell phone, but send calls received after 5:00 P.M. and before 8:00 A.M. to her voicemail Inbox.

If your application will use these kinds of functions, we suggest spending time in your account settings, adding greetings, and configuring your menus, queues and call handling rules. Alternatively, if you need to manage menu, queue and route resources on the fly, or let your end users manage their own settings through your app, then learn how to manage them using API requests.

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