Configure Incoming Call Settings and Timeout in Sparkforge

The Edit Configuration screen for a Sparkforge phone number puts every inbound routing rule — ring options, forwarding, IVR, Voice AI, voicemail, and timeout — into one view. Sparkforge also flags timeout values outside the healthy ~20-second range so calls reach CRM voicemail instead of the carrier’s.

What Edit Configuration shows

The interface lists every routing option the system evaluates, in priority order, and shows whether each one is enabled and which user, number, or system handles it. That makes diagnosing routing problems straightforward.

Open Edit Configuration

1. Go to Settings → Phone Numbers.
2. Open the Phone Numbers tab.
3. Click the three-dot menu next to a phone number.
4. Select Edit Configuration.

Basic Details

• Friendly Name — rename the number.
• Calls Go To — primary team member.
• Ring Options — ring simultaneously on Web App, Mobile App, Phone Number, or VoIP Deskphone.
• Call Recording — enable or disable, with optional disclosure message.

Call Forwarding tab

Calls Go To (priority order)

1. IVR — routes via workflow or menu input.
2. Team Member (1st priority).
3. External Phone Number (2nd priority).
4. Voice AI (3rd priority).

Only one destination rings at a time, in this order.

Ring more team members

Ring up to six additional users at once. Device icons next to each user show which devices they have enabled.

Incoming Call Timeout

Incoming Call Timeout controls how long the call rings before falling back to a backup destination (Voice AI or voicemail). Sparkforge surfaces a warning if your value is outside the healthy range.

Recommended range

• Too high (above ~20 seconds): calls may go to carrier voicemail instead of CRM voicemail, and call status may be marked Completed instead of Voicemail.
• Too low (below ~15 seconds): calls may ring too briefly for anyone to answer.
• Recommended: ~20 seconds.

The warning is guidance only — you can save values outside the range, but routing accuracy may suffer.

Backup behavior

When the timeout is reached, calls route to the backup destination you set:

• Voice AI — hands off to an AI agent.
• Voicemail — sends the call to CRM voicemail.

Call-flow priority

The system evaluates inbound calls in this fixed order:

1. Workflow, IVR, or automation attached to the number.
2. User assigned directly to the phone number.
3. User assigned to the contact record.
4. Ring Incoming Call to Multiple Users (Ring-All).
5. Forwarding number.

Only the highest available priority rings. Lower priorities are skipped once a call is answered or routed.

To allow inbound calls from private or anonymous numbers, go to Sub-account Settings → Phone System → Voice → Other Settings → Inbound Calls and enable Allow private calls.