Give every call a clear next step.
Ring your team in order, go straight to a person, offer a phone menu or let Quill answer. Choose the route for each number, and keep the conversation attached to the caller.
Or try Quill live in your browser →Main office · incoming call
Dana Reyes
The right route starts with the line.
Your main office, a teammate’s direct line and your help desk can each work differently.
One office. Different reasons to call.
Keep a general number on the team queue, give a colleague a direct line, and put a menu on another number. These previews show the four routing choices.
Choose the route that fits the job.
Switch between the examples to see how each mode works. In the app, select a number, choose its routing mode and save. The settings for your other numbers stay separate.
Ring in the order you choose.
Main office · queue
“Press 2 for billing” can actually reach billing.
Write the greeting, label the choices and set where each digit goes. A menu option can point to a teammate, the team queue or voicemail, and carry a category into the call record.
Main office · phone menu
“How can we help?”
The order is yours.
Add members to the ring sequence, move them up or down, and set the ring duration for each entry.
The destination is explicit.
Choose who a direct line or menu option is meant to reach. Your team can see and update the configuration.
Voicemail remains a route.
Send a menu choice straight to voicemail, or let it catch the calls that finish the team ring sequence.
Let the caller explain what they need.
On Pro and Portfolio, choose Quill for a line. It can answer questions from your knowledge and check who is available when the caller needs a person.
Check availability before the handoff.
A caller can ask for a department or a teammate. Quill checks the configured availability before attempting the transfer and can take a message when nobody is available. Named direct transfers follow that person’s availability hours.
Quill Concierge
Selected for this line
“Can I speak with someone about billing?”
Example · Quill availability and plan rules apply
Your knowledge, in the answer.
Use the business information and documents you provide to help Quill answer the questions callers ask.
Explore the knowledge base →A person when one is needed.
Keep available teammates reachable for the calls that need them, without requiring every caller to navigate a menu.
Meet Quill Concierge →One place to see it happening.
The Lines dock shows ringing lines, teammates on calls and conversations handled by Quill.
Explore the Lines dock →Take care of the wait, and what comes after.
Routing is part of the caller’s experience. The record stays useful after the phone stops ringing.
Make the wait feel considered.
Hold music · selected for this line
Choose a library track or upload your own.
A hold track for each line.
Choose from the hold-music library or upload a track, then assign it to a phone number.
A message, on the record.
Voicemail · Main office
Open the recording and transcript in the inbox.
A voicemail your team can find.
Open the voicemail record in the inbox to listen and read the transcript, with the caller’s history close by.
Explore the inbox →Questions about call routing
Each phone number can use a team queue, direct dial to one teammate, an IVR phone menu, or Quill Concierge on an eligible plan. Configure each line separately in Phone Numbers settings.
The team queue rings members in the order you choose. For a member using the app, their registered devices can ring together; the first device that answers takes the call. That is different from ringing every teammate simultaneously.
The queue moves through the configured members and then sends the caller to voicemail. Quill is a separate routing mode that you select for a line; it is not the automatic fallback at the end of the standard queue.
An IVR option can send the caller to the team queue, directly to a teammate or to voicemail. You set the digit, spoken label and category for each option.
Yes. Choose Direct Dial for the number and select the teammate. Their configured calling preferences and registered devices determine where the call rings. The teammate needs the required phone details in their profile.
When Quill is selected for a line, it can check configured availability for a department or a named teammate before attempting a transfer. If nobody is available, it can offer to take a message. Named direct transfers use that person’s configured availability hours; an empty schedule leaves them unavailable.
Quill Concierge is available on Pro and Portfolio, with 200 Concierge minutes on Pro, 600 Concierge minutes on Portfolio per month. Concierge minutes are separate from regular call minutes. Usage beyond the included allowance follows the current plan’s overage terms.
Current plan allowances are Starter: 1 number; Pro: 3 numbers; Portfolio: 10 numbers. Each number has its own routing settings. Plan prices, member limits and usage allowances are listed on the pricing page.