Steer Phones documentation
What Steer Phones is, the capabilities it brings into one business phone system, and how this documentation is organized.
Steer Phones is a cloud business phone system. Everything one business needs to answer its calls — its phone numbers, desk phones, extensions, greetings, business hours, and the rules that decide where a call goes — lives in a single configuration called a phone system, and every call that arrives is handled by what is saved there.
The product covers the whole life of a business call: getting the caller to the right person, covering the call when nobody is free, and turning what was said into a record the business can search, review, and learn from.
What Steer Phones does
| Capability | What it covers |
|---|---|
| Call routing | Which phone, group, menu, or mailbox each number reaches, and what happens when nobody answers |
| Call menus | A greeting that collects a keypad choice — an IVR — with each digit mapped to its own destination |
| Business hours | A weekly schedule plus holiday and one-off date overrides, so one number can answer differently at different hours |
| Desk phones and softphones | Provisioned devices with programmable buttons, busy-lamp (BLF) monitoring of colleagues’ lines, and message-waiting (MWI) indication |
| AI voice assistants | A conversational assistant that answers a call, works through the conversation, and can hand off to a person |
| Voicemail and transcription | Mailboxes for the company, a call group, or one extension, with recorded messages turned into readable text |
| Recording, analytics, and coaching | Call recordings, searchable call history, aggregate reporting, and AI-assisted review of how calls were handled |
| Spam screening | Scoring inbound callers before delivery so unwanted callers can be flagged or diverted |
| Call tracking | Dynamic number insertion (DNI), which swaps tracking numbers onto a website and attributes calls to the marketing source that produced them |
| Emergency calling | Registered dispatchable addresses (E911) tied to the numbers a business calls out on |
| Multiple locations | Separate phone systems that roll up for reporting and can be linked so calls move between them |
Not every capability is switched on for every phone system. Some are add-ons enabled per phone system rather than parts of every deployment, so the set of features a given business sees depends on what it has enabled.
Who it is for
Steer Phones is built for a business that answers calls as part of its work, from a single site to an organization running many locations. Each location is its own phone system, with its own numbers, extensions, and greetings, so a change at one site never reaches another by accident. Where an organization runs several of them, results roll up into one view, and locations can be linked so overflow or after-hours calls travel between sites.
Inside a phone system, people fall into two broad groups: the administrators who configure numbers, routing, devices, and users, and the staff who answer calls, pick up voicemail, and have their calls reviewed. Access is granted per phone system and per role, so a person’s reach is limited to the systems and the capabilities they were granted.
How this documentation is organized
This public area explains the product: what the pieces are called, what each one does, and how a call moves through them. It is written for someone evaluating or learning about Steer Phones, and it needs no account to read.
- Core concepts and vocabulary defines the terms the rest of the documentation uses — phone system, extension, phone, call group, call menu, time period, and the records a call leaves behind.
- How a call reaches the right person walks the path of one inbound call, from the number dialed to whoever or whatever answers it.
Step-by-step configuration guidance — the pages that say which screen to open and which field to set — lives in the customer documentation, which is available to signed-in customers rather than here. Public pages explain how the product works; the customer pages explain how to operate it.