📞 Managing Extensions & Call Routing

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 and
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.

✅ Manage IVR (Automated Menus)

IVR allows you to give callers numbered instructions (e.g., "Press 1 for Front Desk").

Under the Gear Icon (), go to VoIP > IVR Management.
Click + Create IVR Menu to open the overlay menu (or the pencil icon to edit an existing one).
Type your message (what the AI voice will say to callers) and assign keys (1, 2, 3, etc.) to specific extensions or groups. Click Add to save your selections.
Select your Timeout Options to decide what happens if the caller doesn't press a button.
Click Create or Update Menu to push these settings live.

💡 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.

🎉 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.
Missed calls are captured by the correct voicemail or handled by Charlie.

💬 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