A Call Route dictates where an incoming phone call goes and whose phone or User Extension the call rings.

Call Routing is a phone system feature that controls the destination and distribution of incoming calls based on a defined set of rules. Advanced Call Routing strategies can include Multi-Level IVR Call Menus and Call Queuing to enhance inbound call experience. Call Routing can be beneficial for controlling the flow of calls to your staff, improving customer service and accelerating call resolution times.

How To Create a Call Route

Once your account is set up with a number, you will need to assign a Call Route to it so that you can receive calls, based on the rules or features you have set up. To create your first Call Route you will need to go into:

My Dashboard > Voice > Inbound Settings > Routing > Add Call Route

First things first, give your route a nickname. This can be anything you like, we advise something recognisable though so you know what the route does quickly and easily.

Once you have given your route a nickname, you can begin to add Routing Modules. These are on the left-hand side of your screen and can be drag and dropped into your call route.

The routing modules are shown in the image above. You can place any of these into the Call Route and customise these in the settings.

If you select ‘Send call to user/group/external number’, you can click/type the user to who you want these calls to be directed. You can also set how long the call will ring, giving you enough time to answer it. The default for this is 30 seconds but it can be changed to as long as you like. If you would like it to ring for less than 30 seconds then we would suggest a minimum of 15 seconds so it gives the call time to connect.

You can also change the calling tone that is heard by the caller by uploading your own audio file, but the standard one works just as well.

After this is done, you will need to assign the route to one of your numbers and finally hit 'Save'.

If you need any further help today, please don't hesitate to contact our friendly support team on 0330 122 6000 or by email!