Why aren't my calls routing properly?

1. Click on AutoAnswer --> edit call menu

2. Review the Call Sequence displayed.  Say the steps out loud as though you are the caller and determine if any step appears out of place or is simply incorrect.

3. Follow the sequence that a caller will flow.  E.g. they call in to the main menu, and then get routed to a submenu during business hours or press a key.

4. If your calls route to submenus (you can tell a submenu apart by the small magnifying glass icon), open each submenu (either click on the magnifying glass icon or select the submenu from the Qwik Jump drop-down) and review the steps for inaccurate/incomplete information

You can use the above method to very quickly track down errors in your call menu.

Do you see a banner across the top of your Admin Panel alerting you to a failed configuration push?

Click the button within the banner to force a configuration file push from Fonality's Data Center to your {{ fon.product( site.hostname ) }.

Most customers experiencing a call routing issue find that they made changes to their internal structure but forgot to update the PBXtra . 

If you're attempting to route by number dialed:

Premise-hosted PBXes only.
Analog telephone lines (POTS, or Plain Old Telephone Service) don't tell the PBX what number the outside caller dialed to reach the PBX.  Analog lines just ring.  Therefore, inbound call routing by number dialed on analog lines has to be done based on the physical port the telephone line is connected to.
 

To clarify:

Let's say the PBX has four analog telephone lines connected to it.  To test, call the number that needs to be routed specially.  On the Web Admin Panel, go to Status -> trunks.  It should show which analog port is in use.  Mouse over the double arrow "»" to see which channel it's using.  Note this down.

Then go to AutoAnswer -> edit call menu, and change the "Go to submenu by number dialed" sequence to the appropriate card and port.  See the example on the right -->

Use a similar approach for DID-to-extension routing (numbers that ring someone's extension directly), under the extension settings.  See the example on the right -->

For more information, please see:

How do I route by number dialed?

Have you checked your schedule in the auto attendant?

In the AutoAnswer -> Edit Call Menu  area of your control panel, make sure that you have your schedules set up properly. For more information about how to use a schedule, please refer to our "How to use a schedule" article.