This section provides an example of how to configure incoming call routing for a fictitious company with the following phone numbers: 6132244444, 6132244445, and 6132244446.

Requirements

The company has the following requirements for how their phone numbers will be used:

  • One phone number will be dedicated to the CEO so that he can be reached directly.
  • One phone number will be dedicated to the sales team so that they can be reached directly. All sales team telephones should ring when this phone number is dialed.
  • One phone number will be used as the "main" company phone number. They would like this phone number to be directed to an operator during regular business hours and the company Auto Attendant during off-hours.
  • In an emergency override situation, (such as a loss of the network connection for the phones), all incoming calls should be routed to an external number 6139991234.

Pre-requisites

Before configuring incoming call routing for this company, you must do the following:

  • Add the CEO, the operator and all sales team members into the system.
  • Add a call group for the sales team into the system.
  • Add an Auto Attendant into the system.
  • Configure the business hour details to match the company's working hours.

Part A: Configure the CEO's phone number

To configure the system so that 6132244444 is the CEO's phone number, follow these steps:

  1. Expand Company Settings and click Incoming Call Routing in the left menu.
  2. Select the number 6132244444.
  3. For the Emergency Override section, select Other and fill in the Number 96139991234 Name (Optional)
  4. For the Time of Day routing, in the OPEN hours section, select the Employee/Location option. Select the CEO's name from the list provided.
  5. Check Use this extension for all hours.
  6. Click Save.

Part B: Configure the sales team phone number

  1. Click Incoming Call Routing in the left menu.
  2. Select the number 6132244445.
  3. For the Emergency Override section, select Other and fill in the Number 96139991234 Name (Optional)
  4. For the Time of Day routing, in the OPEN hours section, select the Calling Group option. Select the sales team's call group from the list provided.
  5. Check Use this extension for all hours.
  6. Click Save.

Part C: Configure the "main" company phone number

To configure the system so that 6132244446 is directed to an operator during regular business hours, and an Auto Attendant during off-hours, follow these steps:

  1. Click Incoming Call Routing in the left menu.
  2. Select the number 6132244446.
  3. For the Emergency Override section, select Other and fill in the Number 96139991234 Name (Optional)
  4. For the Time of Day routing, in the OPEN hours section, select the Employee/Location option. Select the operator's name from the list provided.
  5. For the Time of Day routing, in the CLOSED hours section, select the Auto Attendant option. Select the Auto Attendant from the list provided.
  6. For the Time of Day routing, in the LUNCH hours section, select the Auto Attendant option. Select the Auto Attendant from the list provided.
  7. Click Save.

Part D: Enable/Disable Emergency Override Routing

To enable Emergency Override Routing so that all calls to your company phone numbers will be routed to the external number 6139991234, follow these steps:

  1. Click Incoming Call Routing in the left menu.
  2. Location the phone number.
  3. Check the box in the Enable Override column.

To disable Emergency Override Routing so that call routing returns to the previous configuration, follow these steps:

  1. Click Incoming Call Routing in the left menu.
  2. Location the phone number.
  3. Uncheck the box in the Enable Override column.