Revised 18 September 2025
Only HBX Admins have the necessary permissions to manage or change call routing settings. If you need adjustments made to your call routing, please reach out to your HBX Admin for assistance.
At Untangled, we typically prepare by default, two types of extensions within your HBX portal to manage your incoming calls effectively:
- Main Line Extension: This is your primary business number, labeled as "Company Name MAIN" in the User section of your HBX Portal.
- After-Hours Extension: To handle calls outside of regular business hours, we set up an after-hours extension, often labeled as "Company Name AFTERHOURS" or "Company Name NIGHTSWITCH."
📌 Example:
During business hours, calls are directed to the Main Line Extension.
After hours, calls are directed to the After-Hours Extension.
This setup ensures that your customers always receive the right response regardless of when they call.
By default, calls to your mainline number are directed to the main line extension during business hours and to the after-hours extension during non-business hours. This setup ensures that your customers receive appropriate responses regardless of when they call.
✅ Tip: Select the correct extension (Main Line or After-Hours) depending on which voicemail greeting you need to update.
Steps
1. Log in to the HBX Admin Portal
1. Log in to the HBX Admin Portal
Pull up a browser and access the portal to your HBX Admin tenancy:
2. Navigate to Users
- Once logged in, locate and click the Users tab.
3. Select the Extension
- Find and select the extension you want to update (Main Line or After-Hours).
4. Access Voicemail Settings
4.1 Manage Voicemail Settings
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Click on the Manage icon (megaphone symbol).
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Here, you can update greetings and configure voicemail preferences.
4.2 Add a Voicemail Greeting
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Click Upload a File to add a new voicemail greeting.
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Ensure you click Upload to save changes.
4.3 Verify Updated Greeting
- Click on the newly uploaded voicemail greeting to confirm it has been applied.
5. Enable Email Notifications
5.1 Turn on Notifications
- Select Receive an email for new voicemails to get notified when a new voicemail arrives.
5.2 Choose Email Type
- Send with attachment – receive the voicemail message as an audio file attached to the email.
5.3 Post Notification Action (Optional)
Choose what happens to the voicemail after the email is sent:
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Move to Trash – deletes voicemail after email is sent.
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Move to Saved – keeps voicemail stored for future access.
Video Tutorial
Still Having Problems?
Call or text our support team on 0480 006 410, alternatively you can raise a ticket or email support@untangled.com.au