004 — Guide for changing your numbers’ behaviour

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Administrator’s guide to changing your phone system’s numbers’ behaviour from Studio, Ubity’s online management portal.

Note that initial configuration of your call processing and its behaviours must be done by the Ubity team.

To do so, contact customer service by email via support@ubity.com or by phone at 514-907-3400, option 2.

Note: The configuration of standard and exception behaviours may take some time to complete. Please allow sufficient time for customer service to properly analyze and implement your call handling.

Warning: Since call processing behaviours must first be configured by the Ubity team, fees may apply. Contact customer service by email via support@ubity.com or by phone at 514-907-3400, option 2 for more information.

1 Call processing and its different behaviours

Call processing

The call processing of a phone number is built out of one or many behaviors. Each of those behaviors contain actions and sounds allowing inbound calls to be routed to the right destination in your phone system.

Standard behaviors

Standard behaviours of your call processing are used for the usual inbound call processing scheme of your company, during your regular business hours:

  • Inbound default behaviour: standard call processing your phone number is linked to during regular business hours (when open).
  • Default closed behaviour: standard call processing your phone number is linked to outside of your business hours (when closed).

Exception behaviours

Exception behaviours are alternatives to your default closed behavior. Those behaviors are useful when you need a different greeting message or different options, during holidays, for example.

2 Configuration call processing sounds and greeting messages

The initial configuration of your call processing and its behaviours must be done by the Ubity team.

To do so, contact customer service by email via support@ubity.com or by phone at 514-907-3400, option 2.

Management of call processing sounds

Once your call processing structure is built, you will need plan the greeting messages to played to callers. There are two methods to manage greeting messages:

  • You can provide Ubity with WAV or MP3 audio files of the various messages used in your call processing. The Ubity team will configure the audio files in the required behaviours, as per your instructions.
  • Ubity can setup your phone system to allow you to record your greeting messages directly from one of your Ubity phones. Ubity will provide star codes for each message to be recorded along with instructions to proceed to the recording.

3 Change the behaviour of your numbers

Once initial configuration of your call processing and behaviors will have been completed by Ubity, you will be able to activate an exception to your regular business hours schedule directly from Studio, without needing to contact our support team.

Log into the Ubity web interface

Address of the interface: studio.ubity.com

Username: your e-mail address

To obtain a password, you must apply on the interface (click on Recover your password) because Ubity has no access for security reasons.

Navigate under My account, under Numbers, and go to the Numbers behaviour tool (only company account administrators or users with specific permissions can access this tool).

Changing a number’s behavior

By going to the drop-down menu on the corresponding line, you will be able to:

Forward all calls to another number

Enter the number you wish to forward your calls to in the field. Make sure you enter the phone number without separations (brackets, dashes, dots, etc.) or spaces. If you enter a long distance number or toll-free number make sure to enter 1 before the number.

Forwarding behaviour

Note: This reference will override the default behavior and it is valid at all times. It does not follow the schedules in Configure open/close hours..

Ring extension

Enter the number of the extension you want your calls forwarded to in the field and click on Validate.

Extension for forwarding behaviour

Note: This reference will override the default behavior and it is valid at all times. It does not follow the schedules in Configure open/close hours.

Default behavior

If you have temporarily configured a call forwarding and you want to come back to your default behavior, select Default.

Default behaviour

Do not forget to save your changes by clicking on Validate. It is also advisable to check that the change has been saved by returning to the page or testing changes, whenever possible.

Changing the schedule

Click on Configure open/close hours for the telephone number selected.

Change your schedule

Schedules are the hours during which your number keeps the same behavior. The exception is a scheduled date when this behavior will change.

Schedule of behaviour

4 Add an exceptional behaviour

Once initial configuration of your call processing and behaviors will have been completed by Ubity, you will be able to activate an exception to your regular business hours schedule directly from Studio, without needing to contact our support team.

Log into the Ubity web interface

Address of the interface: studio.ubity.com

Username: your e-mail address

To obtain a password, you must apply on the interface (click on Recover your password) because Ubity has no access for security reasons.

Navigate under My account, under Numbers, and go to the Numbers behaviour tool (only company account administrators or users with specific permissions can access this tool).

For each phone number requiring an exception to be configured, select Configure open/closed hours.

Your standard business hours for this number will be displayed.

Schedules correspond to the hours during which your number maintains the same standard behaviour. An exceptional behaviour corresponds to a scheduled date when the standard behaviour will be replaced.

To add a new exceptional closed date, select Add exception.

Select the single day or date range during which the exceptional closed behaviour will be in active.


Select the time you wish the exceptional closure to be active:

  • Closed all day: the exceptional closed behaviour will be used at all time on the selected dates.

  • Closed from […]: the exceptional closed behaviour will be used between the selected hours.

Finally, you can select the closed behaviour you wish to use and click Save.

Note: You can make as many changes as you like and add as many exceptions as necessary.

Warning: Exceptions are not related to the year. For example, if you set an exception for October 10th, it will be repeated on October 10th of the following year. You must therefore check this page regularly.

Important: We recommend you regularly review the exceptions scheduled in you call processing, at least once a year, in January. This is to make sure the exceptions in place reflect your actual business schedule and exceptions for the year to come.

5 Preview your call processing behaviours

You can check the details of all your call processing behaviors by using the call processing visualization tool via Studio. This tool allows you to see the structure and options of your call processing, but also to listen to the greeting messages currently used. You can find the tool under My account, under Call processing, and under the Visualization tab.

Exceptional behaviour

To see the details of a specific behaviour, simply select the behaviour you wish to see in the drop-down menu at the top right of the page.


If sounds (greeting messages) are part of the behaviours’ sequence, you can listen to the sound currently in place. If the sound file in place is not the one you wish to be used, please refer to documentation provided by Ubity or contact our customer service team.

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