Table of Contents

Overview

Use this page to define the routing of incoming calls. Calls can be sent to any destination that you have defined, such as a menu, a ring group, or directly to an extension. Calls can also be routed differently depending on whether they arrive during company hours or after hours.

Fax numbers can be sent to any Fax device. An eFax Account can be configured to route faxes to an email address if the device is unreachable.

Accessing Incoming Call Routing

Access the Business Voice portal.
Select CONFIGURATION at the top of the page.
Search and select the required location.
In the left side menu, select Call configuration, then select Incoming Call Routing.
If Advance Scheduling has been set, the Advance Scheduling page is displayed, otherwise the Standard Scheduling page is displayed.

Note: Standard Scheduling is only available with Business Voice+ locations. Once a BV+ location has been configured for Advanced Scheduling, it cannot be reset back to Standard Scheduling.

Standard Scheduling	Advance Scheduling

Configuring Incoming Call Routing - Standard Schedule

Number - Inbound DID/Number for the selected route.
Schedule - This is the selected schedule for this route:

Click the dropdown to select or add a new schedule.
- Click the Gear ( ❁ ) icon next to the schedule field to view or update the selected schedule.
  - Open - Select Open to define the location as open on this day.
    - Select the opening and closing times for the location.
  - Closed - Select Closed to define that the location is closed on this day.
- Click the Save Changes button.

Open - Define the route destination during open business hours.
- Select the destination to route to when the business is open.
- Click the Gear ( ❁ ) icon to adjust the destination configuration.
Closed - Select the destination route when the business is closed.
- Select the destination route when the business is closed.
- Click the Gear ( ❁ ) icon to adjust the destination configuration.

Configuring Incoming Call Routing - Advanced Schedule

After selecting the Incoming call routing option, the following page appears.

Note: If you are seeing the standard schedule instead of the page below, then Advanced Scheduling has not been enabled.
To enable Advanced Scheduling in the Left side menu, select Location information → Additional location information, then select Yes in the Enable Advanced Scheduling field.

Caution: After you configure a location for Advanced Scheduling, you cannot revert it to Standard Scheduling.

Schedules Tab

The Schedules tab displays a list of the currently configured schedules.

How to Create, Edit, or Delete a Schedule

Select the Schedules tab at the top of the page.
To create a new schedule, click the + NEW SCHEDULE button and follow the steps below to configure the schedule.
To edit an existing schedule, click the edit icon to the right of the desired schedule and follow the steps below to adjust the schedule.
To delete an existing schedule, click the delete 🗑 icon to the right of the desired schedule.

Configure Advanced Routing / Schedule

You only need to save the changes after you have made your changes in all the schedule configuration tabs. A little purple dot will appear next to the tab name if there are unsaved changes in that tab.

Schedule Information Tab

Schedule Name: Enter or update the Schedule Name.
Default Route: Click on the Default Route field and select the destination where the calls will be routed if a call is received outside of a defined schedule.
Make default scheduler: Set this as the default scheduler for any DIDs without an assigned schedule.

If this is selected as the default route, this will replace the current default.

Assign DIDs: Search for and select the DIDs to be assigned to the schedule.

DIDs with this icon are assigned to a scheduler. Assigning them here will reassign them.

SAVE: If you are done with your updates, you can click the SAVE button. Otherwise, click the Time Slots or Holidays tab to continue the updates.

Time Slots Tab

Select the Time Slot tab to view and configure time slots for the selected schedule. The time slot tab allows you to view in calendar or list view. You can select the desired view by clicking on the icons just above the schedule list ().

Calendar View	List View

Calendar View	List View

Time Slot List view

This view allows for creating a single time slot that covers multiple days (E.g., Monday - Friday, 8-5), whereas the calendar view only supports creating a time slot for each day.

Select the List view icon to access the time slot in list view.
Day(s): Select the day(s) this time will cover.
Route: Select the destination where calls will be routed.
Star time: Enter the start time for this time slot.
End time: Enter the end time for this time slot.

Time Slot Calendar view

Note: If you have previously configured a multi-day time slot (e.g., Monday-Friday) and, in calendar view, you change one of the time slots for one of the days, that day will become a separate time slot and will be removed from the multi-day time slot. If this was not the intent, you will need to remove the newly created time slot, then adjust the multi-day time slot as needed.

Select the Calendar view icon to access the time slot in calendar view.
Add a schedule: Click the start time within the Day of the week to configure this time slot.
Note: Multiple schedules can be defined for a given day.
Edit a Schedule: Click the time slot to edit.
The Add / Modify Routing Destination pop-up window is displayed.
- Weekday: Select the day that this time slot will cover.
- Start time: Enter the start time for this time slot.
- End time: Enter the end time for this time slot.
- Route: Select the destination where calls will be routed.
- Save: Click the SAVE button.

Holidays Tab

Select the Holidays tab to view and configure the holidays and hours of operation. Standard holidays can be selected from the list defined in the Location’s Holidays. The In Call Route can also have custom Holidays.

Custom holidays

To define a custom holiday, click the + CUSTOM HOLIDAY button, then follow the instructions in the Location Holidays section below.

Location Holidays.

To add holidays, click the + LOCATION HOLIDAY button, select the location holidays to be added, then click the SAVE button.

DIDs Tab

This tab displays a list of the DIDs with assigned Incoming Routing Schedules.

To assign a DID to a different schedule, click the more ( ⋮ ) icon to the right of the desired DID, select Change Schedule, and select a different schedule.

Location Holidays

This tab displays a list of the currently defined location holidays. Location holidays define the company’s standard holidays and hours of operation. Once defined, these holiday schedules can then be added to routing schedules.

How to Create, Edit, or Delete Location Holidays

Select the Location Holidays tab at the top of the page.
To create a new location holiday, click the + NEW HOLIDAY button and follow the steps below to configure the holiday.
To edit an existing location holiday, click the more ( ⋮ ) icon to the right of the desired holiday, select Edit, and follow the steps below to adjust the selected holiday.
To delete an existing location holiday, click the more ( ⋮ ) icon to the right of the desired holiday and select Delete.

Configure Location Holidays

Holiday name: Enter a holiday name.
Destination: Select a destination only if the holiday is not an all-day event.
Event type: Select one of the following options:
- Recurring annually.
- One-time event.
Date configuration: Select one of the following options:
- Fixed date:
  - If the Event type is One Time:
    - Select a date from the calendar.
  - If the Event type is Recurring annually:
    - Month: Select the holiday month.
    - Date: Select the holiday day.
    - Observe on nearest weekday if it falls on a weekend: Select this option if holiday hours are in effect on the nearest weekday
- Movable date: Reoccurs based on the day of the month.
  - Occurrence: Select the occurrence.
  - Day: Select the day of the month.
  - Month: Select the Month.
- Time configuration:
  - All day: Select this option if is an all-day event.
  - Specific time ranges:
    - Start time: Enter the start time for this time slot.
    - End time: Enter the end time for this time slot.
    - Route: Select the destination where calls will be routed.
Click the SAVE button to save your changes.

Away Mode Tab

This tab displays a list of the currently defined Away Modes. Away Modes temporarily override a location’s current routing schedule. You can enable or disable an Away Mode via a telephone by dialing the configured number/pin.

How to Create, Edit, or Delete an Away Mode Rule

Select the Away Mode tab at the top of the page.
To create a new away mode rule, click the + NEW AWAY MODE RULE button and follow the steps below to configure the rule.
To edit an existing away mode rule, click the more ( ⋮ ) icon to the right of the desired rule, select Edit, then follow the steps below to adjust the selected rule.
To delete an existing away mode rule, click the more ( ⋮ ) icon to the right of the desired rule and select Delete.

Configure Location Away Mode Rules

Rule name: Enter a holiday name.
Route: Select a route destination.
Expires in: Define when the call routing will return to the schedule's rules.
Toggle Destination Name: Adjust the Toggle Destination Name.
(This field is only available after the rule has been created.)
Toggle Pin: If required, change the number called to activate/deactivate the rule.
(This field is only available after the rule has been created.)
Assigned Schedules: Select an existing schedule to assign the rule to.
- Click the + Schedule button to assign the rule to an additional schedule.
Click the SAVE button.

Note: Saving the rule automatically creates a new destination and number. Use this number to activate or deactivate the rule.

Fax Numbers Tab

This tab provides the ability to configure eFax numbers and set up an account to route faxes to an email address when the device is unreachable.

Configure Fax Devices

Select the Fax Numbers tab at the top of the page.
Click the settings ( ⚙ ) icon next to the device field.
- Send eFax only: Select Yes if eFax is the only supported method.
- Fax retry wait time: Select the wait time before the device is considered unavailable.
- Fax retry attempts: Select the number of attempts before the device is considered unavailable.

How to Create, Edit, or Delete an eFax Account

Select the Fax Numbers tab at the top of the page.
To add an account, click the more ( ⋮ ) icon next to the account field, select Add Account, then follow the steps below.
To edit an existing account, click the more ( ⋮ ) icon next to the account field, select Edit Account, then follow the steps below.
To delete an existing account, click the more icon next to the account field and select Delete.

Configure Account Settings

eFax Account Name: Enter a name for the account.

eFax Account Email: Enter the email address to send the faxes to.

Remote E911 Extensions Tab

This Remote E911 Extensions tab displays the E911 for remote Extensions.

Business Voice - Portal - Incoming Call Routing Configuration Guide