Business Voice Portal - Incoming Call Routing Configuration Guide

Owned by Bob Young, created
Last updated: Jan 30, 2024
6 min read

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 based on whether or not the call arrives during company hours or after hours.

Internal Direct Dial -- By using this extension, you can dial this destination directly from within your company.

Failover -- For menus and recordings, this time specifies how long the system will wait after your menu message or recording has played. For groups, this time specifies how long the call will ring. After this length of time has been reached, the system will proceed to your failover option.

Fax numbers can be sent to any Fax device. An eFax Account can be defined to direct faxes to an email address in the event that 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/Scheduler. 

    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.

  • 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.

  • 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 time the location opens and the time when it closes.

    • Closed - Select Closed to define the location is closed on this day. 

  • Click the   Save Changes   button.

Configuring Incoming Call Routing - Advanced Schedule

After selecting the Incoming call routing / scheduler option the following page is displayed if the location has been configured for Advance Scheduling in the Advance Location Information page.

Note: An Asterisk next to a route indicates the Default Route.

Add a new Advanced Routing / Schedule

Edit an Existing Advanced Routing / Schedule

Configure Advanced Routing / Schedule

  • Once the schedule/calendar page displays:

    • Edit the Schedule Name.

    • Click on the Default Route field and select a Destination. The default route is used when a call is made outside of the defined schedule.

    • Add a schedule - Click on the Day of the week and Start time for the schedule to be configured. Note: Multiple schedules can be defined for a given day.

    • Edit a Schedule - Click on the schedule to be editing. 

    • The Add / Modify Routing Destination popup window is displayed.

  • Select the Start Time.

  • Select the End Time.

  • Select the Destination to route the inbound call to during the defined schedule.

  • Click the   Save   button.

Remove a schedule.

  • Click on the schedule within the day of the week to be removed.

  • The Add or Modify Routing Destination popup window is displayed.

  • Click the   Remove   button.

Clone an Existing Advance Routing / Schedule

  • Click the edit ( 🖉 )  icon next to the desired Schedule.

  • Click the   Clone   button.

Set the Default Advance Routing / Schedule

If an inbound number receives a call and no routing has been defined the call is routed using the  default Routing / Schedule.

  • Click the edit ( 🖉 ) icon next to the desired Schedule.

  • Click the   Set AS Default   button.

Delete an Existing Advance Routing / Schedule

Note: You cannot delete a route if it is the default route.  You must first define a different default route. 

  • Click the edit ( 🖉 ) icon next to the desired Schedule

  • Click the   Delete   button.

  • When prompted click the   Delete   button to confirm the deletion.

Configuring Holiday Schedules

Each Advanced schedule provides the option to include a Holiday Schedule. 

  • Click the edit ( 🖉 ) icon next to the desired Schedule.

  • At the bottom right corner of the Advanced Schedule you will see the option to add a holiday schedule.

  • Under the Add Holiday button a list of existing Holiday Schedules is displayed with the option to Edit, Delete and Copy the Holiday schedules

Add a Holiday schedule

  • Click the   Add Holiday   button.

  • Select the type of holiday you wish to create:

    • Fixed Date e.g. Christmas Day December 25th, 

    • Moveable Date e.g. Labor Day, or 

    • Single Date e.g. a non recurring event. 

Edit a Holiday schedule

Delete a Holiday schedule

  • Click the Delete link next to the desired Holiday schedule. 

  • When prompted click the   Delete   button to confirm the deletion.

Copy  a Holiday schedule

This option provides the ability to copy an existing Holiday schedule to other existing schedules.

  • Click the Copy link next to the desired Holiday schedule.

  • Select an existing schedule.

Holiday Schedule Modification steps

Holiday Type

Configuration Steps

  • Click into the yyyy-mm-dd date field to expose the calendar. 

  • Enter the date as appropriate. 

  • Enter the holiday name. 

  • Click the   Add   button.

  • Select the Month and Day from the drop down boxes. 

  • Optionally select the nearest weekday as the date if it falls on a weekend. 

  • Enter the holiday name. 

  • Click the   Add   button.

  • Select the desired options from the drop down boxes i.e. Labor Day = “First”, “Monday”, “September”. 

  • Enter the holiday name. 

  • Click the   Add   button.

  •  After clicking the Add button, configure the time the schedule begins and ends.

    • Click on the Scheduler and enter the 

      • Start Time - Select a Start Time.

      • End Time - Select an End Time.

      • Destination - Select a Destination route (e.g. Christmas Recording).

      • Click the   Save   button.

 

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