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This article is a work-in-progress.

Managing SIP / PRI Failover Options

Having failover for your SIP Trunk or PRI allows celito to manage your calls when your phone system is down. If we can't reach your phone system due to a power outage, internet outage, or failed equipment then the failover options will automatically take over and continue handling your calls.

Failover is included with our hosted voice service but is an add-on service for our SIP Trunk or PRI service. Please contact your account executive if you are interested in having this service added.

Your failover options will vary depending on if you forward your calls to a menu, a voicemail, a cell phone, or a 3rd party answering service. Not all options below will apply to your configuration. Modifying an item that doesn't apply to your failover setup can result in all calls failing. Do not make any changes to your account unless you are comfortable with the changes being made.

Option 1: Failover To Voicemail

If your failover is configured to go to a voicemail box hosted on celito's servers, use this section to change your options. These instructions assume you have already logged in to the portal using an administrator account.

Manage the Greeting

  1. Go to Messages → Settings → Greetings
  2. Use the dropdown arrow to pick amongst your existing greetings.
  3. Select to listen to the currently selected greeting
  4. Select to save a copy of the currently selected greeting.
    1. It is recommended to do this prior to making any changes so you can re-use it if necessary.
  5. Select to upload an existing greeting or record a new greeting
    [Click to expand]

Upload a Pre-Recorded Greeting

  1. From Manage Greetings click Add Greeting → Browse and select the greeting file from your computer
    1. MP3 or WAV only
  2. Give the greeting a name and click Upload → Done
  3. Select your new greeting from the dropdown and click Save
    1. Failing to click Save will prevent your new greeting from going live, even if it is selected in the dropdown.

Record a New Greeting

  1. Select Manage Greetings click Add Greeting → Record
  2. Enter a full 10-digit number in the "Call me at" field
  3. Provide a greeting name
  4. Click Call
  5. The system will call you and prompt you to record the greeting.
  6. Click Done and then select your new greeting from the dropdown and click Save
    1. Failing to click Save will prevent your new greeting from going live, even if it is selected in the dropdown.

Change Email Address

Go to Profile → Email Address(es) and then perform one of the following:

  • Change the listed address
  • Select to add a new email address.
  • Select to remove an email address.

Option 2: Failover To Menu / Auto Attendant

If your failover is configured to go to a menu (auto attendant) hosted on celito's servers, use this section to change your options.

Option 3: Failover to Outside Number / Cell Phone / Answering Service

If your failover is configured to forward to a cell phone or other 3rd party answering service, use this section to change your options.

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