Auto-Attendant Routes Guide

Set your phone system to direct incoming calls to different destinations depending on when they call in, such as business hours, lunch hours, holidays, after-hours, etc.

A schedule requires at least one rule, but you can add as many as needed. Calls will be routed to the first rule that matches the time of the incoming call, based on the priority order in which the rules are set. To change the order of your rules, click the  icon to the right of the rule and drag it to the correct position.

1. Schedule Name. Enter a name for this schedule (20 character max).
2. Time Zone. Select which time zone should be applied.
3. Rule Name. Enter a name for this rule.
4. Weekly/Custom. Choose a rule type: Weekly (recurring) or Custom (one-time).
   
   • Day/Date. For a Weekly rule, select the days of the week that this rule applies to. For a Custom rule, choose the date (you can choose more than one date, but not a range.)
   • Time. Enter the start and end times. You can type it in or click the clock icon on the right to use the drop-down menu (Chrome only).
     • For a Weekly rule, you can split the rule into different times during the day. Click + Add Time Range, then enter the other time.
   • Save. When you're done, click the checkmark in the top right.
5. If needed, click [+ Add Rule] to add another rule to this schedule.
6. When you're done adding rules to the schedule, click [Save].

Weekly	Custom

Delete a Rule

To delete a rule, click the trash icon. The rule will be crossed out, but if you change your mind, it can still be  restored or  edited until the schedule is saved. Once you save the schedule, though, any deleted rules will be deleted permanently.

Save

After you set up and save your schedule, the routes are added to the auto-attendant builder canvas. Click the Add icon to add another route.

By default, an "All other times" route will be added to determine where calls are routed during times that aren't specified by a rule.

A Menu directs the caller to a message and DTMF (Dual-tone Multi-Frequency signaling, commonly referred to as touchtones) options for call routing based on the key dialed.

Enter a name for this menu, then continue to upload your prompts.

Prompts

Menu Options

Failure Routing

Choose what happens if the caller dials an invalid option or fails to make a selection within a specified time.

When you're done configuring the menu, click [Save]. The menu will be added to the auto-attendant builder canvas.

The caller will hear a pre-recorded message.

A group allows a call to ring to multiple users (not devices). Rather than following each user's call handling rules, the group follows its own User Ring Strategy: Simultaneous or Sequential. The first user to answer will get the call. If no one answers, the call will follow the group's failure route.

User Ring Strategy

Choose if calls will ring to all users at once or in order. 

Simultaneous Ring

Rings all devices for users in the group at the same time. The first user to answer gets the call.

1. Select Simultaneous.
2. Click the drop-down and select a user to add to the group. Click [+ Add User] for additional users as needed. Click X to remove a user.
3. In the Ring Timeout field, eEnter the number of seconds for the call to ring before the unanswered call follows the failure route.
4. Ring next available line when user is busy: Toggle on or off.
   • Disabled: Incoming calls to the group will not ring to users who are already in a call.
   • Enabled: Incoming calls will ring all users, regardless of their call status.
     • If the user has a single line with Call Waiting enabled, they will hear the Call Waiting tone for the call on the same line as the existing call.
     • If they have multiple lines for their number and are busy, the call will ring on an idle line.
5. Scroll down and click [Save].

Sequential Ring

Rings one device in the group at a time in a specified order until the call is answered.

1. Select Sequential.
2. Users: Click the drop-down and select a user to add to the group. Click [+ Add User] for additional users as needed. Click X to remove a user.
3. Timeout: For each user, select the number of seconds an incoming call will ring to that user before moving on to the next.
4. Scroll down and click [Save].

Routes to a single user whose personal call handling settings will apply as normal, unless "Send calls directly to voicemail" is selected.

Allows the caller to dial a user in the directory using text to speech. When the caller reaches this point, they will hear, “Dial by last name” or “Dial by first name.” The caller will dial 3 or more characters of the user’s name and press #. If there is more than one matching user, the caller will select a user from a list of options.

Dial by…

Choose if callers can dial the user by their last name or first name.

Custom Audio

Optionally, upload custom audio prompts to provide callers with customized guidance. WAV files must be less than 5 MB. If a custom file is not used, the caller will hear the default prompts.

Failure Routing

A failure route is required in case the caller is unable reach the user they were looking for.

Terminates any call that reaches this point. Click Save to keep this route.

A Reference when you redirect the call to another route. When a change is made in the original route, any references that use it will also be updated.

Choose which Group, Menu, Message, Schedule, or User a caller will be redirected to once they reach this point in the route, then click [Save].