---
title: "Voice Phone Number Settings"
slug: "voice-phone-number-settings"
updated: 2026-03-31T21:21:23Z
published: 2026-03-31T21:21:23Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Voice Phone Number Settings

| **REQUIRED USER ROLE** Administrator | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) |
| --- | --- |

Configure general settings for each phone number available in Gladly. The Voice Configuration also allows you to configure the IVR experience for each phone number.

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) on the top left corner of the screen.
2. Click **Settings**.
3. Under the **Channels** category, click**Voice**. The Voice page will show you a list of numbers used in Gladly.
4. From the Phone Number setup tab, hover over the number you want to edit from the list, then click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/pencil-edit-icon.svg).
5. Edit the following information:
  - **Internal Name –** Enter the name that'll allow you to identify the phone number on the Entry Points page.
  - **Initial IVR –** Select the [Initial](https://help.gladly.com/docs/initial-ivr-and-queue-ivr/#h-initial-ivr) IVR you want Customers to hear and interact with while waiting for an Agent.
    - Selecting **None** means your Customers will be routed directly to an Inbox without hearing additional options.
  - **Queue IVR –** Select the [Queue](https://help.gladly.com/docs/initial-ivr-and-queue-ivr/#h-queue-ivr) IVR you want Customers to hear and interact with while waiting for an Agent.
    - Select **None** if you do not want to provide options while Customers are waiting for an Agent.
  - **Queue IVR Wait Time (seconds) –**Only appears if a Queue IVR is selected. Enter (in seconds) the time Customers wait to connect to an Agent before it times out. This is the timeout value that dictates when a Customer is sent to voicemail if no one answers.
    - Keep the **Queue IVR Wait Duration (seconds)** value shorter than the length of the **Queue Music**. For example, if your **Queue Music** is 3:00 minutes long, set **Queue IVR Wait Duration (seconds)** to 30 to 45 seconds.
    - The [Queue IVR](https://help.gladly.com/docs/initial-ivr-and-queue-ivr/#h-queue-ivr) repeats every time the “Queue IVR Wait Time” has passed if an Agent is unavailable to take the call. **The timer resets when an Agent is offered the call, but they decline or miss the call.** For example, if you have an IVR Wait Duration of **30** seconds, and the same Agent keeps declining the call every 10 seconds, the Customer could never encounter the Queue IVR.
  - **Queue Music –**This is the music Customers will hear while waiting to be connected to an Agent.
    - Click**Update Recording** to replace or upload a new audio file. Click [here](https://www.twilio.com/docs/voice/twiml/play#nouns) for a list of acceptable audio formats.
    - Keep audio files under 10MB. Larger file sizes take longer to load, so Customers may hear silence while it loads when they first enter the queue.
  - **Hold Music –**This is the music Customers will hear if an Agent puts them on hold.
    - Click**Update Recording** to replace or upload a new audio file.
    - **Note about music length –**While not recommended, if **Loop the queue and hold music** setting is not activated, make sure the music is long enough (~15 minutes) as the recording will not loop, or your Customers will hear silence once the music stops. They are still on hold or in the queue waiting for an Agent.
  - **Loop the queue and hold music –**Check this box to loop music automatically. If looping is activated, keep your hold and queue music around five minutes long.
6. Click **Save**.