Route Identification:

• Route Name: Descriptive identifier (e.g., "Main-Office-Hours", "Sales-Direct", "Support-Hotline")
• Keep names clear and consistent
• Include purpose and time condition in name

Naming Examples:

• Main-Line-Business-Hours
• Sales-Department-24x7
• Support-After-Hours
• Executive-Direct-Line

Route Description (Optional):

• Add detailed notes about the route
• Document special handling instructions
• Note any exceptions or conditions
• Include contact information for troubleshooting

Example Description:

Main office line during business hours (M-F 8am-6pm).
Routes to auto-attendant. After hours routes to voicemail.
Emergency contact: IT Admin x1000

Enable/Disable Route:

• Enabled: Route is active and processing calls
• Disabled: Route is ignored (calls may match other routes or fail)

Use Cases for Disabling:

• Testing new route before activation
• Temporary seasonal changes
• Troubleshooting routing issues
• Planned maintenance

Trunk Selection:

• Select Trunk: Choose which trunk this route applies to
• Call must arrive on this trunk to match route
• Useful when same DID exists on multiple trunks

Configuration:

• Select from dropdown of configured trunks
• Only calls from this trunk will match
• Provides trunk-specific routing

No Trunk Restriction:

• Leave trunk unselected
• Route matches calls from any trunk
• Most common configuration

Benefits:

• Simpler configuration
• Works with trunk failover
• Single route for all trunks

Trunk-Specific Routing Scenarios:

Scenario 1: Provider-Specific Handling

• Trunk A: Premium provider, high quality → VIP ring group
• Trunk B: Budget provider → Standard queue

Scenario 2: Geographic Routing

• Trunk A: US numbers → US sales team
• Trunk B: European numbers → EU sales team

Scenario 3: Emergency Routing

• Trunk A: Main trunks → Normal routing
• Trunk B: Emergency trunk → Priority handling

Scenario 4: Test vs Production

• Trunk A: Production trunk → Live destinations
• Trunk B: Test trunk → Test extensions

Exact DID Matching:

Enter the complete DID number exactly as it appears:

• E.164 Format: +15551234567
• 10-Digit: 5551234567
• Local Format: Format your provider sends

Configuration:

• Enter one DID per route (most common)
• Ensures specific routing for each number
• No ambiguity or overlap

Pattern Syntax:

Use special characters to match multiple numbers:

• X: Matches any single digit (0-9)
• Z: Matches any digit 1-9
• N: Matches any digit 2-9
• . (dot): Wildcard, matches any character
• !: Matches everything (catch-all)

How It Works:

• Pattern is matched left to right
• First matching route wins
• More specific patterns should have higher priority

Wildcard Examples:

X Wildcard (any digit 0-9):

• 555123456X matches: 5551234560, 5551234561, ..., 5551234569
• +1555XXXXXXX matches: any US number starting with 555

Z Wildcard (digits 1-9):

• 555123456Z matches: 5551234561-5551234569 (not 5551234560)

N Wildcard (digits 2-9):

• 555123456N matches: 5551234562-5551234569

Dot Wildcard (any character):

• 555123.... matches: any 9-digit number starting with 555123

Catch-All:

• ! matches: everything (use as last resort default route)

Real-World Pattern Examples:

Example 1: DID Range

Pattern: +1555123456X
Matches: +15551234560 through +15551234569
Use Case: Route all numbers in a range to same destination

Example 2: Department Numbers

Pattern: +1555123457X
Matches: +15551234570-79 (Sales department range)
Destination: Sales ring group

Example 3: Country Code

Pattern: +1XXXXXXXXXX
Matches: All US numbers
Use Case: US-specific routing

Example 4: Toll-Free

Pattern: +1800XXXXXXX
Matches: All 800 numbers
Use Case: Toll-free line specific handling

Example 5: Catch-All

Pattern: !
Matches: Everything not matched by other routes
Use Case: Default/fallback routing
Priority: Set lowest priority

Exact Caller ID Matching:

Route calls based on who's calling:

• Specific Number: +15551234567
• Multiple Numbers: Add multiple patterns
• VIP Routing: Direct important callers to priority destinations

Configuration:

• Enter caller ID in DID pattern field
• Use exact match for specific callers
• Leave blank to match all callers

Caller ID Patterns:

Use wildcards to match groups of callers:

Area Code Matching:

• +1555XXXXXXX - All callers from 555 area code

Country Code:

• +44XXXXXXXXXX - All UK callers
• +1XXXXXXXXXX - All US callers

Number Range:

• +1555123XXXX - Specific exchange

Private/Anonymous:

• anonymous - Blocked caller ID
• private - Private number

Blocking Unwanted Callers:

Create routes to block specific callers:

1. Create Blacklist Route:

   • Name: "Blocked-Numbers"
   • Caller ID: Specific numbers or patterns
   • Destination: Terminate Call or Play Message

2. Set High Priority: Ensure blacklist routes are checked first

3. Add Numbers: Add spam, fraud, or unwanted numbers

Alternative: Use PBX's built-in blacklist feature for simpler management.

Caller ID Routing Scenarios:

Scenario 1: VIP Customers

Caller ID: +15551111111, +15552222222, +15553333333
Destination: Priority Ring Group (direct to senior agents)
Benefit: Important customers get faster service

Scenario 2: Geographic Routing

Caller ID Pattern: +1555XXXXXXX
Destination: Local Sales Team
Benefit: Local agents handle local customers

Scenario 3: International Callers

Caller ID Pattern: +44XXXXXXXXXX
Destination: UK Support Queue
Benefit: Route by timezone/language

Scenario 4: After-Hours Emergency

Caller ID: Company executive numbers
Time: After business hours
Destination: On-call manager mobile
Benefit: Executive access 24/7

Scenario 5: Anonymous Call Handling

Caller ID: anonymous, private
Destination: IVR (requires caller to identify themselves)
Benefit: Reduce spam/robocalls

Route to Extension:

Direct calls to a specific user extension:

• Select extension from dropdown
• Best for direct lines
• Supports voicemail fallback

Use Cases:

• Executive direct lines
• Department manager lines
• Personal DID numbers
• Dedicated support agents

Configuration:

• Destination: Extension
• Select Extension: Choose from list
• Timeout: Ring duration before failover (default: 30 seconds)
• Failover: Where to send if no answer

Route to Ring Group:

Ring multiple extensions simultaneously or sequentially:

• Sales team ring group
• Support team ring group
• Department ring group

Ring Strategies:

• Ring All: All extensions ring simultaneously
• Round Robin: Distribute calls evenly
• Sequential: Ring in order until answered
• Random: Random extension selection

Use Cases:

• Department main lines
• Team phone numbers
• Overflow handling
• Load distribution

Route to Call Queue:

Hold callers in queue until agent available:

• Customer support queues
• Sales inquiry queues
• Technical support queues

Queue Features:

• Hold music
• Position announcements
• Estimated wait time
• Callback option
• Queue statistics

Use Cases:

• High-volume support lines
• Call centers
• Sales hotlines
• Technical support
• Any situation with more calls than agents

Route to Auto-Attendant (IVR):

Interactive voice menu for self-service:

• "Press 1 for Sales, 2 for Support..."
• Multi-level menus
• Directory access
• Self-service options

Use Cases:

• Main company number
• Multi-department routing
• After-hours information
• Self-service systems

IVR Benefits:

• Reduce receptionist load
• 24/7 call routing
• Professional image
• Scalable call handling

Route Directly to Voicemail:

Send callers immediately to voicemail:

• After-hours messaging
• Information-only lines
• Mailbox services

Configuration:

• Select voicemail box
• Caller hears greeting
• Can leave message
• No ring/attempt to connect

Use Cases:

• After-hours main line
• Information/tip lines
• Message-only services
• Department voicemail
• Unavailable staff

Forward to External Number:

Send calls to outside phone number:

• Mobile phones
• Other offices
• External services
• Home phones

Configuration:

• Enter external number (include area code)
• Charges may apply (outbound call)
• Check trunk capacity

Use Cases:

• Forward to mobile during travel
• Route to remote office
• Overflow to answering service
• Work-from-home routing
• Off-site management

Automatic Fax Detection:

• Enable: Detect incoming fax tones automatically
• Disable: Handle all calls as voice (default)

How It Works:

1. Call arrives
2. System listens for CNG tone (fax calling tone)
3. If detected, routes to fax destination
4. If not detected, continues to voice destination

Requirements:

• Fax-capable device or virtual fax service
• Dedicated extension for fax
• Fax2Mail or fax server configured

Detection Settings:

• Detection Time: How long to listen for fax tone (default: 5 seconds)
• Sensitivity: How sensitive to fax tones (low/medium/high)

Recommendations:

• Time: 4-6 seconds (balance between fax and voice call delay)
• Sensitivity: Medium (prevents false positives)

Considerations:

• Longer detection = longer delay for voice calls
• Higher sensitivity = more false positives
• Network quality affects detection accuracy

Fax Routing Options:

Virtual Fax Extension:

• Route to extension configured for fax
• Requires ATA or fax-capable device

Fax2Mail:

• Convert fax to PDF
• Email to specified address
• No fax machine needed

Dedicated Fax Line:

• Separate DID for fax only
• No fax detection needed
• Always routes to fax destination

Best Practice: Use dedicated fax DIDs instead of fax detection when possible for reliability and no voice call delay.

Business Hours Routing:

Define when to use primary destination:

Configuration:

• Time Schedule: Select or create time schedule
• Business Hours Destination: Where calls go during business hours
• After Hours Destination: Where calls go outside business hours

Typical Setup:

• Business Hours: Monday-Friday, 8:00 AM - 6:00 PM
• Destination: Auto-attendant or ring group
• After Hours: Voicemail or answering service

After-Hours Handling:

Options for outside business hours:

Voicemail:

• Professional greeting
• Message retrieval next business day
• Email notification of messages

Answering Service:

• Forward to external answering service
• 24/7 live coverage
• Message relay

Limited IVR:

• "Press 1 for emergency support"
• Information playback
• Callback request

Emergency Access:

• Dial-by-extension for known callers
• PIN-protected access to key personnel

Holiday Schedules:

Special routing for holidays:

Setup:

1. Create holiday schedule with dates
2. Add holiday-specific greeting
3. Route to voicemail or closed message
4. Update annually

Common Holidays (US):

• New Year's Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving
• Christmas

Configuration:

• Holiday Schedule: Select from holiday list
• Holiday Destination: Special greeting + voicemail
• Priority: Holiday schedule overrides business hours

Advanced Time-Based Routing:

Lunch Break Routing:

12:00 PM - 1:00 PM: Voicemail
All other times: Ring group

Shift-Based Routing:

Morning shift (8 AM - 4 PM): Morning team ring group
Evening shift (4 PM - 12 AM): Evening team ring group
Night shift (12 AM - 8 AM): Voicemail with emergency option

Day-Specific Routing:

Monday-Thursday: Full support team
Friday: Reduced staff queue
Weekend: Voicemail only

Seasonal Routing:

Peak Season (Nov-Dec): All hands queue
Off Season (Jan-Feb): Standard routing

Implementation:

• Create multiple time schedules
• Assign to same inbound route
• Set priority/precedence
• Test thoroughly

Route Priority:

Priority determines which route is checked first when multiple routes could match:

• Priority 1: Checked first (highest priority)
• Priority 2: Checked second
• Priority 3+: Checked in order
• No Priority: Checked last

How It Works:

1. Incoming call arrives
2. System checks routes in priority order
3. First matching route wins
4. Call routed to that destination
5. No further routes checked

Priority Best Practices:

Priority 1: Specific Matches

• Exact DID numbers
• VIP caller ID matches
• Emergency routes
• Exception handling

Priority 2-5: Pattern Matches

• DID ranges (X wildcards)
• Geographic caller patterns
• Department number ranges

Priority 10+: General Matches

• Broad wildcards
• Country code matches
• Time-based defaults

Last Priority: Catch-All

• Pattern: ! (matches everything)
• Destination: Default handling
• Ensures no calls fail due to no match

Example Priority Structure:

Priority 1: +15551234567 (CEO direct) → CEO extension
Priority 2: +1555123456X (exec range) → Exec assistant
Priority 3: +1555123XXXX (company numbers) → Auto-attendant
Priority 99: ! (catch-all) → Main IVR

Verify Priority Configuration:

Test Scenario 1: Specific Override

Route A (Priority 1): +15551234567 → Extension 1001
Route B (Priority 2): +1555123XXXX → IVR
Test: Call +15551234567
Expected: Routes to Extension 1001 (not IVR)

Test Scenario 2: Pattern Matching

Route A (Priority 1): +15551234500 → Reception
Route B (Priority 2): +1555123450X → Sales team
Route C (Priority 3): +1555123XXXX → Auto-attendant
Test: Call +15551234505
Expected: Routes to Sales team (matches Route B first)

Test Scenario 3: Catch-All

Route A (Priority 1): Specific DIDs → Various destinations
Route B (Priority 99): ! → Default voicemail
Test: Call unmatched DID
Expected: Routes to default voicemail