This guide shows you how to set up phone extensions, manage ring groups, and use call monitoring in ALOHA® Voice so your team can handle every call like a pro.
✨ When You Need This Guide
This article is your go-to resource if you want to:
Assign a specific phone extension to a new team member.
Create a ring group so multiple phones ring at once for billing or front desk calls.
Set up an IVR (automated menu) to route patients to the right department.
Monitor live calls and "steal" a call from another device when needed.
What This Covers (And What It Doesn't)
✅ This article covers setting up extensions, linking them to devices, and using the call monitoring features in the Aloha Voice admin app.
❌ This article does not cover setting up IVR menus or extension groups.
Prerequisites/You'll Need:
An active Aloha Voice account.
Admin access to app.getaloha.com.
At least one provisioned phone device.
✅ Set Up Extensions and Devices
In ALOHA, each staff member should have their own hardware phone and extension linked to their unique user account.
Log in to app.getaloha.com and click the Gear Icon (
) at the bottom left.Navigate to VoIP and then Phone Management.
Assign a phone to yourself by clicking the eye icon next to the desired device.
Go to Extension Management.
Click the eye icon on the extension assigned to you to link it to your user profile. This will update the Monitored By column with your name.
"Steal" a call. If a call is ringing to a monitored extension, but not the user's personal extension, they will see a "Steal" button. Clicking this button transfers the call to their personal extension so they can answer it.
✅ Configure Ring Groups
Ring Groups help you manage call volume by deciding how phones should ring when a specific department is called.
Select VoIP and then Extension Groups from the settings menu.
Click the blue + Create Group button (or the pencil icon to edit an existing one).
Choose a Ring Strategy:
Simultaneous: All phones in the group ring at once.
Sequential: Phones ring one after another in a specific order.
Set the Duration (usually 5 seconds per ring) and choose a Missed Call Handling, such as sending the call to voicemail or your AI assistant, Charlie.
Add Extensions by clicking the plus (+) icon to move them into the group.
✅ Navigating and Editing Your IVR Tree
Follow these steps to view and change your clinic's phone routing in real-time.
Open the Editor: From the home page, go to Settings (
) > VoIP > IVR Management.
For step 2, you have two options to manage your menus:
Select an existing menu: Click directly on the name of a menu (like "After Hours" or "Main Menu") from the list to open and edit its visual tree.
Create a new menu: Click the + Create IVR Menu button. A popup will appear. Name your menu, type your greeting in the Message Content box, set your Timeout, Max Attempts, and Invalid Option Message, then click Create to open the visual editor.
Update the Menu: Once in the tree view, click the pencil icon on the top card at any time to update your responses.
5. Route Your Calls: Click on any numbered pill (the digit the caller presses) to change the number itself. To change where that call actually goes, click the Action Card directly below it to select a new destination, like a specific staff member or a voicemail box.
Add a New Option: Click the plus (+) button to create a brand-new branch. Pick a digit, choose the action, and hit Save.
Adjust Your View: Use your mouse to click and drag the map. You can use the plus/minus buttons in the bottom-left corner to zoom or toggle the Horizontal/Vertical switch for a different layout.
IMPORTANT: There is no "draft" mode! Changes take effect on your live phone lines the moment you click Save or Create on each node. We recommend making updates during low-call volume hours.
💡 Common Questions
What You Might Notice | Why It's Happening | What to Do |
The IVR menu plays, but calls aren't routing to the right desk. | The IVR keys (e.g., "Press 1") might not be correctly routed to the designated extension or group. | Open VoIP > IVR Management, edit your IVR, and ensure each key is mapped to the correct extension or external number. |
Calls are timing out before my team can answer them. | The Ring Strategy or Duration in your Extension Group might be set too short (each ring is about 5 seconds). | Navigate to VoIP > Extension Groups, click the pencil icon, and increase the Duration or change the strategy to Simultaneous so everyone rings at once. |
A user's phone isn't ringing, but they are logged in. | In ALOHA, phone management requires a one-to-one relationship between the user and the monitored device/extension. | Go to VoIP > Phone Management and use the eye icon to ensure the user has sn assigned phone and extension. |
I don't see a "Save" button for the whole tree. | ALOHA saves every change to your call tree in real-time. | Don't worry! Your work is already saved. You can safely leave the page whenever you're done. |
🎉 You'll Know It's Working When:
Your staff can answer incoming calls on their devices.
Callers are successfully routed to the correct team via your IVR menu.
Your new menu appears in the main IVR list.
💬 Need Help? We're Here!
If you have questions about routing or porting your number, our support team is ready to help!
Phone: 800-563-0469
Email: support@getaloha.com