Copilot phone setup series: this is part 2 of 6.

1. Before You Connect Copilot to Your Phone System
2. Set Up Copilot Phone Settings (this article)
3. Connect Copilot to RingCentral
4. Connect Copilot to Dialpad
5. Send Missed or After-Hours Calls to a Voice Agent (RingCentral and Dialpad)
6. Test and Troubleshoot Copilot Call Routing

Overview

Before you change anything in RingCentral or Dialpad, set up the Copilot side. All of these settings are in sales.supermove.co → Settings → Voice Setup.

In this article, you'll learn how to:

• Add each team member's forwarding number
• Create an inbound call queue and its fallback number
• Choose your outbound caller ID
• Turn on in-app (browser) calling

Step 1: Add each team member's forwarding number

The forwarding number is where Copilot rings a team member, for example when they start an outbound call from Copilot.

1. Go to Settings → Voice Setup → Call Preferences and click the Forwarding tab.
2. Click the team member's name, then click + New Forwarding Number.
3. Under Provider, choose your phone system (for example, RingCentral or Dialpad), or Cell Phone.
4. Enter the Phone Number and check Set as forwarding number.
5. Optional: check Require team member to press "1" on their phone when the call is initiated.
6. Click Save, then verify the number when asked.

Best practice: Use the person's own direct line (their extension's phone number in RingCentral or Dialpad, or their cell phone). Don't use a shared queue or department number. If a queue answers first, your customer may hear hold music before your rep picks up.

Step 2: Create an inbound call queue

Each Copilot call queue gets its own Supermove phone number. Your phone system forwards calls to this number, and Copilot sends them on to the fallback number.

1. Go to Settings → Voice Setup → Inbound Calling and stay on the Call Queues tab.
2. Click + New Call Queue.
3. Configuration: enter a clear Name (for example, "Main Line - Sales"). Enter an area code, click Find, and select a Phone Number. Click Next: Queue Members.
4. Queue Members: leave this empty when you want calls to go back to your phone system. Click Next: Fallback Option.
5. Fallback Option: select Call fallback number and enter the number of the queue, department, or contact center in your phone system that should ring your team. Add Fallback Call Tags if you use tags for reporting.
6. Project Creation: choose whether calls should create projects in Supermove (see below). Click Next: Review.
7. Check everything and click Submit. The queue becomes active right away.

Write down the new Supermove number. You'll enter it in RingCentral or Dialpad in the next article.

Which option should I use?

• No members + Call fallback number (most common with RingCentral or Dialpad): "The fallback number will be called immediately for call queues that have no members." Your phone system keeps handling who rings, hold music, and voicemail.
• Queue members: Copilot rings the selected team members' forwarding numbers itself (Routing Type: Simultaneous). Use this only if you want Copilot, not your phone system, to decide who rings.
• No members + Call voice agent: a Voice Agent answers. See Send Missed or After-Hours Calls to a Voice Agent.

Project creation settings

• Auto-create projects for inbound calls: creates a project in Supermove from the call. Choose the Branch, Project Type, and Job Type.
• Create a new client for every call: leave this off in most cases, so repeat calls from the same number stay on the same client. The app recommends it only "if the inbound phone number is always the same".

Step 3: Review direct numbers

Each team member also has a personal Supermove number on the Direct Numbers tab of Inbound Calling, with its own Auto-Create Projects, Branch, and Project Type settings. Use it when calls ring one person directly instead of a queue. Click Update Setup to change these settings.

Step 4: Choose your outbound caller ID

1. Go to Settings → Voice Setup → Outbound Calling and click the Outbound Numbers tab.
2. Click Update Setup.
3. Choose Use a single business number for all team members or Use individual numbers for each team member. Optional: check Auto-select an outbound number that matches the customer number's area code.
4. Click Next, select the Business Number, then review and save.

Note: To add a new business number, go to the Business Numbers page. Use a number customers will recognize and can call back.

Step 5: Turn on in-app calling (optional)

1. Go to Settings → Voice Setup → Call Preferences (Setup tab).
2. In In-App Calling, click Edit and turn it on to allow calls in the browser.
3. Choose the Fallback Option: Forward to team member's device or Hang up. Click Save.

⚠️ Important Notes

• Calls you start from Copilot don't go through RingCentral or Dialpad. They won't show in that system's live call monitoring, and won't change your status there.
• Saving a call queue makes it live immediately. Your phone system only sends calls to it once you point a route at the new number.

FAQ

What should "Use the call queue phone number as caller ID" be set to?
Leave it unchecked so your team sees the customer's number when the call rings through.

Can one queue cover several menu options?
Yes, but one queue per option makes reports and troubleshooting much easier.

Next: Connect Copilot to RingCentral or Connect Copilot to Dialpad

Related articles: How to Connect a Voice Agent to a Phone Number

Need Help?

Reply to your support conversation, or email help@supermove.com.