How phone setup works

Your customers keep dialing the number they already know. Behind the scenes, your phone provider forwards those calls to a phone number Virnika sets up for your location. Virnika answers, and when a caller needs a person, sends the call back to your store on a separate line.

Your onboarding specialist plans and tests the whole setup with you. This guide explains the options so you know what to expect.

Caller

Dials your usual number

Your phone provider

Forwards the call

Virnika

Answers and takes the order

Your store

Only when staff are needed

You keep your number

We never take over or move your phone number. It stays with your current provider, under your account. If you ever stop using Virnika, you turn off forwarding and everything works the way it did before.

The three numbers on your location

Number	What it is
Your public number	The number customers already call. It doesn’t change.
Virnika number	A local number we create for your location. Your provider forwards calls here. You’ll see it on your Virnika dashboard.
Return-to-store number	A direct line into your store. Virnika uses it to send callers to your staff.

The return-to-store number must be a different line

If Virnika sends a caller back to the same number that forwards to Virnika, the call goes around in a loop. The return-to-store number has to ring your store directly, without forwarding. This is usually a direct extension or call group on your phone system, or, for landlines, a phone we send you.

Two ways to start

1. Optional: listen first

   If you’d like to ease in, we can connect your phones without changing anything for your callers or staff. Every call passes straight through to your store, and your team answers as usual. Callers hear a short “this call may be recorded” message first.

   Caller

   Virnika

   Records and transcribes

   Your staff

   Answer every call as usual

   Calls and transcripts show up in your dashboard right away, so you can see how your customers order before Virnika starts answering. Skip this if you want to go live the same day.

2. Virnika answers

   Once your menu and POS are connected, you try ordering on a separate test number. After you sign off, we turn on ordering for your main number, often the same day. From then on, Virnika answers, sends orders to your POS, and transfers to staff when needed.

   Caller

   Virnika

   Answers and takes the order

   Your POS

   Most calls end here
   Caller

   Needs a person

   Virnika

   Transfers the call

   Your staff

   On the return-to-store line

How long it takes

The biggest factor is what kind of phone line you have. Typical times to finish phone setup:

Which describes your store?

• VoIP phone service with an online portal
  Forward to VirnikaSame day
• A landline
  Forward to Virnika + we send a phoneOnce the phone arrives
• VoIP on RingCentral or Spectrum Business Connect
  Relay extension + return numberSame day
• A phone menu or several stores on one number
  Send menu options to VirnikaSet with your IT team
• Switching to a new phone service
  Move your number, then forward1–2 weeks
• No store phone
  Use your Virnika numberSame day

It takes longer only when your provider has to make the change for you, or you’re switching phone services. See Choose your setup for details on each option.

What we’ll ask you for

• Who provides your phone service, such as Spectrum, Comcast, Verizon, Nextiva or RingCentral.
• A login to your phone account, or time with whoever manages it, so we can set up forwarding with you. Share logins with your specialist securely, never in a group chat.
• Your account PIN or passcode, if your provider asks for one when you call in.
• The number that should ring your store when a caller needs staff.

Phone setup moves as fast as we can get into your phone account. Reply within one business day when we ask for access, and loop in whoever manages your phones early. See your part in setup.

Choose your setupWhich option fits your phone line.

Provider notesWhat to expect with your phone company.

Transfers, hours and pausingWhen calls go to your staff.

Testing and going liveYour test number and the go-live checklist.