Phone Number Routing

Route Phone Numbers with a Basic or Static Route

This article will help you create a basic or static inbound route.

For example: Routing a phone number to a Receptionist User who will answer all calls and maybe forward the line at the end of the day or to the same Auto Attendant no matter the time of day.

Instructions

1. First ensure you’ve routed a new or ported phone number in the main Customer Manager to your PBX . This will add the phone number to the inventory of the PBX.

2. Go to the PBX Manager section and click the PBX Dashboard button.

3. In the PBX Dashboard go to the Phone Numbers page and click the number you want to manage.

  1. Select your Treatment. For example: User or Auto Attendant.
  2. Enter the Destination extension.
  3. Click Save.

 

Route Phone Numbers Based on Time of Day

This article will help you create a Time of Day based inbound route.

For example: A call flow where calls during business hours route to the main Auto Attendant and during off hours (any other time) go straight to voicemail or some other destination.

Before Starting

Make sure you have already created the needed time frames. This usually include a “Business Hours” time frame entry. It is not necessary or recommended to create an “after hours” or “night” entry unless it is for a specific window. There is a system time frame named “Default” which is a catch-all. You will not see this entry in the Time Frames menu, but it is available when configuring the routing. This will “catch” all calls that don’t match a specific time frame.

Instructions

1. First ensure you’ve routed a new or ported phone number to your PBX in the Numbers section of the main Customer Manager. This will add the phone number to the inventory of the PBX.

2. Go to the PBX Manager section and click the PBX Dashboard button.

3. In the PBX Dashboard go to the Phone Numbers page and click the number you want to manage.

  1. Click the Enable Time Frames toggle and set it to Yes.
  2. Select your Timezone. For example: US/Eastern.
  3. Select a Time Frame from the drop down and click the + button. For example: Business Hours
  4. Using the up/down arrows drag and drop the Business Hours row above the Default row.
  5. Select your Treatment and enter the Destination for each time frame. For example: Auto Attendant – Main for Business Hours and Auto Attendant – After Hours for Default.
  6. Click Save.

 

How to enable Day Mode routing

The Day Mode feature allows a User on the PBX to toggle day/night call routing, for one or multiple phone numbers, by dialing a star code.

Some things to know.

  • Dialing *329 (*day) will toggle the feature on or off.
  • The feature requires creating a case sensitive “Day” time frame.
  • It will enable and disable the “Day” Answering Rule for the hidden “001 Inbound Route” User.

How to set it up.

1. First create a “Day” time frame. This is case sensitive. Set When to Always.

2. Next create a “Night” or “Closed” time frame. Set When to Always.

3. Go to the Users page, uncheck Hide System Users and select the 001 Inbound Route User.

4. Create an Answering Rule for the Day time frame. In most cases you will want to enable Forward Always to the intended destination like the main Auto Attendant.

5. Create an Answering Rule for the Night or Closed time frame. In most cases you will want to enable Forward Always to the intended destination like a voicemail or answering service.

6. Make sure your Answering Rules look like the image below. The Day rule MUST be the top most rule.

7. Configure your phone number(s) to route to the 001 Inbound Route User.

How to use Day Mode routing.

1. Dial *329 from any phone in the PBX. The system prompt will let you know if is enabled or disabled.

2. When enabled calls will route per the Day answering rule settings.

3. When disabled, the day rule will be ignore and calls will route per the Night answering rule settings.