The call-through feature routes calls via your mobile network when your internet connection is unstable, preventing dropped or failed calls. New admins often don't know this exists — set it up now so agents aren't caught out on day one.

Allows you to listen in on live calls without the agent or customer knowing. Particularly useful in the first weeks after go-live when you're monitoring agent performance and quality.

Calendars control when your phone lines are active and what happens outside of business hours. Incorrect setup means calls may not be answered or may route to the wrong place — check this carefully before go-live.