When someone calls your Gym Lead Machine number, the system follows a fixed order to decide where the call goes. The Edit Configuration panel shows everything that can route, intercept, or redirect an incoming call in one screen: call forwarding, IVRs, Voice AI, voicemail, and timeout behavior, along with the priority order the system uses to evaluate them.
What you can do with incoming call settings
See which feature handles a call first, second, and third
Check whether each routing option is active and which user or setting controls it
Jump straight to the setting you need from a direct edit link
Edit most settings right on the page
Set how long calls ring before moving to a backup
Send unanswered calls to Voice AI or voicemail
Ring several team members at once
Spot a misconfigured number, a missing user, or an unhealthy timeout quickly
How do I open Edit Configuration for a phone number?
Go to Settings → Phone System → Phone Numbers in your Gym Lead Machine account.
Click the three-dot menu next to the number and select Edit Configuration.
Set up a number's basic details
The Basic Details tab covers the fundamentals for the selected number.
Friendly Name: give the number a name, like "Main Line" or "Front Desk."
Calls Go To: choose the team member who receives calls to this number if desired (more on call routing later in this article)
Ring Options: choose how that team member is notified of a call.
Ring option | Where the call rings |
|---|---|
Web App | In the browser, when the team member is logged in via laptop/desktop computer |
Mobile App | In the Gym Lead Machine mobile app |
Phone Number | The phone number in the user’s profile |
VoIP Deskphone | The team member's desk phone, if one is configured |
The Call Recording settings are also on this tab:
Recording toggle: turn call recording on or off.
Message checkbox: play a disclaimer before recording starts. For example, "This call is recorded for quality purposes."
Set up call forwarding and backup options
The Call Forwarding tab controls how calls route when they are not answered right away.
Calls go to
Only one destination rings at a time, in this priority order:
IVR (Interactive Voice Response): routes calls based on a workflow or menu input. When IVR is enabled, the other routing options are disabled. IVR settings are managed separately. Most gym owners do not use this and won’t need to concern themselves with this option.
Team Member: 1st Priority
External Number: 2nd Priority (AKA the “Forwarding Number”)
Business Phone Number: 3rd Priority (unless Voice AI is being used)
Ring more team members
Turn on Ring More Team Members to ring up to six additional users at the same time. Choose them in the user selector. Device type icons next to each user show whether they are set to ring on desktop, mobile, or another device. If you want to change the device type for a user, that needs to be done under the Call and Voicemail section of the User’s settings.
Timeout settings
Incoming Call Timeout: how long a call rings before it moves to a backup destination. See the next section for the recommended range.
Outgoing Call Timeout: a separate timeout for outbound calls.
Backup options
When the Incoming Call Timeout is reached, the call moves to the backup you choose:
Voice AI: sends the call to an AI agent (if enabled)
Voicemail: sends the call to your Gym Lead Machine voicemail (if enabled)
NOTE: If no backup is configured, unanswered calls will route to the voicemail of the number the call was forwarded to. This could be a personal voicemail. If you notice this is happening, see our article on How to Configure a Voicemail in GLM.
How long should calls ring before going to a backup?
About 20 seconds is the recommended Incoming Call Timeout. Keeping the timeout in the 15–20 second range gives your team time to answer while making sure unanswered calls reach your Gym Lead Machine voicemail, so call statuses stay accurate.
Incoming Call Timeout | What can happen |
|---|---|
Above about 20 seconds | The call may reach a phone carrier's voicemail instead of your Gym Lead Machine voicemail, and the call status may show Completed instead of Voicemail |
Below about 15 seconds | The call may ring too briefly or fail to connect, and your team may not have time to answer |
About 20 seconds | Recommended |
To set the timeout:
Open Edit Configuration for the number.
Go to the Call Forwarding tab.
In Incoming Call Timeout, enter the number of seconds the call should ring. A value of 20 is recommended.
Save your changes.
If you enter a value outside the recommended range, a warning message appears to help you pick a healthier duration.
NOTE: The timeout warning is guidance only. You can still save a value outside the recommended range. To get the GLM Voicemail set up correctly, the incoming call timeout here normally needs to be set to 10 seconds. The voicemail timeout is then set to 15-20 seconds to allow the call to reach the voicemail.
How does call-flow priority work?
Gym Lead Machine evaluates incoming call routing in a fixed order, shown from top to bottom in the interface, and rings only the highest-priority option available.
Workflow, IVR, or automation attached to the number (not normally used)
User assigned directly to the number
User assigned to the contact
Ring-All Team Members
External/Forwarding Number (this is our default setup)
Phone Number in the Business Profile or Voice AI agent.
Each row is labelled with a badge like 1st Priority or 2nd Priority. The system always tries the highest-priority option first. If that option isn't available (for example, the user is offline), it moves to the next one in line. Once a call is answered or routed, the lower priorities are skipped.
Where each call goes
Scenario | Where the call goes |
|---|---|
The phone number is assigned to a user | That user |
The contact is assigned to a user with a number | That user's phone |
There is no assigned user or number | The number's Forwarding Number |
There is still no match | The number in Business Settings or Voice AI |
You want several team members to get the call | Set up a Mobile App Ring Group (see the next section) |
Ring calls to multiple team members at once
Gym Lead Machine forwards to one number at a time, but you can still have calls ring several people at once using the Ring more Team members feature.
Before you start, make sure every team member who should receive calls has downloaded the Gym Lead Machine mobile app and turned on notifications.
Go to Settings → Phone System → Phone Numbers.
Click the three-dot menu next to the number and select Edit Configuration.
Turn on Ring more Team members.
Select up to eight team members to ring when the number gets a call.
Click Save.
Go to Users.
Click Edit next to one of the team members you selected.
Go to Call & Voicemail Settings.
Under Default Channel for Ring All, select Mobile App only.
Save the team member's settings, then repeat steps 7–10 for each selected team member.
Incoming calls to that number then ring on each selected team member's mobile app. When one person answers the call, all other devices stop ringing.
NOTE: If both Web and Mobile App are selected under Default Channel for Ring All, the call rings on the web app only. Make sure only Mobile App is checked if that is your preference.
Frequently asked questions
Who can change incoming call settings for a phone number?
Any team member with permission to manage phone numbers. If you can't see Edit Configuration in the three-dot menu, check your user permissions.
Why are some calls marked Completed instead of Voicemail?
This usually happens when the Incoming Call Timeout is set too high. A long timeout lets a phone carrier's voicemail answer before your Gym Lead Machine voicemail can, so the call is logged as Completed. Set the timeout to about 20 seconds to keep voicemail routing and call statuses accurate.
Does the timeout warning change my call settings automatically?
No. The warning only shows a recommendation. Your configuration is never enforced or overridden.
Can I set the incoming call timeout above or below the recommended range?
Yes, you can save any value. Values outside the 15–20 second range can cause calls to go to a carrier's voicemail, ring too briefly, or show an inaccurate call status, so about 20 seconds is the safest choice, but every configuration can be slightly different and may require different timeout settings.
Does the incoming call timeout affect outgoing calls?
No. The Outgoing Call Timeout is configured separately and isn't affected by the incoming call timeout or its guidance.
If you have questions about phone call routing in Gym Lead Machine, our Support team is happy to help. Reach us at hello@usekilo.com.