What Are Toggles?

1. Two-Way Toggles allow calls to route to one of two destinations, depending on whether the toggle is in an enabled or disabled state.
2. Multiway Toggles expand this functionality, allowing calls to route to multiple destinations, depending on which option is currently selected.
   

1. Switching between "Day Mode" and "Night Mode"
   
2. Routing calls to different teams based on schedule or priority
   
3. Enabling alternate routing during emergencies or staff meetings
   

Creating a New Two-Way Toggle

1. From the main menu on the left, navigate to: "UC Admin" → "Call Flow" → "Toggles: Two-Way"

2. Select “+ Add Two-Way Toggle” in the upper-right corner.

3. Complete the form with the following required information:

1. Assigned Account: Select the account this toggle belongs to. This field only appears if you have not already selected an account from the main dropdown at the top right of the page.
2. Label: Enter a name used for internal identification (e.g., "Support Hours Toggle").
3. Extension Number: Assign a 3-7 digit extension number that the system will use to identify this toggle for call routing purposes.

4. Select “Add” in the lower-right to create the toggle.

5. Once the toggle is created, you’ll be redirected to a page where you can further customize it (refer to Step 3 in the Management section below).

Note: A toggle can be created without an extension, but it will not be functional until an extension is assigned.

Managing and Customizing Two-Way Toggles

2. From the list of existing toggles, select the name of the toggle you wish to edit to open it's settings.

3. You'll have access to several configuration tabs:

1. General
   
1. Edit the label, description, notes, extension number, and dialing address (unique number that can be dialed from anywhere in the platform by any phone or extension)
2. View and manually change the current state (Enabled/Disabled)
   
2. Enabled / Disabled States
   
1. Define what happens in each state:
   
1. Destination: Where to route the call when toggle is enabled or disabled
   
2. CDR Tags: Add optional tags for call detail reporting
   
3. Recording: Select a recording to play for callers in each state
   
3. Advanced
   
1. Optionally assign an Authorization PIN to control who can toggle the state
   
2. Add a Webhook to trigger external systems when the toggle state changes
   
4. Dependency Tree
   
1. View a visual representation of where this toggle is used within the broader call flow
   

Be sure to click “Update” at the bottom of the screen to save your changes before navigating away.  

Creating a New Multiway Toggle

1. From the main menu on the left, navigate to: "UC Admin" → "Call Flow" → "Toggles: Multiway"

2. Select “+ Add Multiway Toggle” in the upper-right corner.

        

3. Complete the form with the following required information:

1. Assigned Account: Select the account this toggle belongs to. This field only appears if you have not already selected an account from the main dropdown at the top right of the page
2. Label: Enter a name used for internal identification (e.g., “Team Routing Toggle”)
   
3. Extension Number: Assign a 3-7 digit extension number that the system will use to identify this toggle for call routing purposes.
   
   
   
   

4. Select “Add” in the lower-right to create the multiway toggle.

5. Once the toggle is created, you’ll be redirected to a page where you can further customize it (refer to Step 3 in the Management section below).

Note: A toggle can be created without an extension, but it will not be functional until an extension is assigned.

Managing and Customizing Existing Multiway Toggles

1. From the main menu on the left, navigate to: "UC Admin" → "Call Flow" → "Toggles: Multiway"

2. From the list of existing toggles, select the name of the toggle you wish to edit to open it's settings.

3. Available Customization Options:

1. Edit
   
1. Edit the label, description, notes, extension number, and dialing address (unique number that can be dialed from anywhere in the platform by any phone or extension)
2. Add a webhook to trigger external actions when toggle states change
   
3. Assign an authorization PIN to restrict who can update the toggle state
   
4. Destinations
   
1. Select “+ Add Destination” (top right) to create new routing options
   
2. Define the Label (e.g., "Sales Team"), Destination (call routing target), and optional recording
   
3. Edit any existing destination by selecting on its name and updating the associated fields
   
2. Dependency Tree
   
1. Visualize how and where this toggle is being used within the larger call flow system
   

Be sure to click “Update” at the bottom of the screen to save your changes before navigating away.  

Tip: Multiway Toggles can work in tandem with IVR Menus, Queues, and Schedules to provide a dynamic, manual override for your phone system’s routing behavior.