# How phone setup works (/docs/phone/)

> You keep your phone number. Calls are forwarded to Virnika, and Virnika sends calls back to your store when staff are needed.

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.

Call flow: 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. |

> **Warning: 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

### Step 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.

Call flow: 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.

### Step 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.

Call flow: Caller → Virnika (Answers and takes the order) → Your POS (Most calls end here)

Call flow: 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 Virnika (Same day)
- **A landline** → Forward to Virnika + we send a phone (Once the phone arrives)
- **VoIP on RingCentral or Spectrum Business Connect** → Relay extension + return number (Same day)
- **A phone menu or several stores on one number** → Send menu options to Virnika (Set with your IT team)
- **Switching to a new phone service** → Move your number, then forward (1–2 weeks)
- **No store phone** → Use your Virnika number (Same 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](/docs/phone/options) 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](/docs/#your-part-in-setup).

- [Choose your setup](/docs/phone/options): Which option fits your phone line.
- [Provider notes](/docs/phone/providers): What to expect with your phone company.
- [Transfers, hours and pausing](/docs/phone/transfers-and-hours): When calls go to your staff.
- [Testing and going live](/docs/phone/testing): Your test number and the go-live checklist.