What is a call route and how do I use it?

Once your account is set up with a number, you will need to assign a set of instructions to it so that you can receive and make calls. This is known as a Call Route!

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 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.

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 over VoIP.

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'.