Call Routing
VIP Callers
What is a VIP Caller? VIP Callers are recognized phone numbers that receive customized call routing within your phone system. When a call comes in, the system checks the caller’s number against your VIP list and, if there’s a match, routes it to a ...
Toggles (Two-way and Multiway)
What Are Toggles? Toggles allow users to switch between one of several preset call flow destinations with a single action, like flipping a virtual switch. Two-Way Toggles allow calls to route to one of two destinations, depending on whether the ...
Routing Schedules
What is a Routing Schedule? A Routing Schedule defines how incoming calls are handled based on time and date. It allows businesses to set up automated call flows for open hours, after-hours, holidays, or special events, ensuring calls are always ...
Ring Groups
What is a Ring Group? A Ring Group routes incoming calls to multiple users or extensions, either simultaneously or in a specific order. Ring groups are commonly used to ensure that a call is answered quickly by any available team member within a ...
IVR Menus
What is an IVR Menu? An IVR (Interactive Voice Response) Menu is an automated phone system that allows callers to interact with your organization through voice prompts and keypad inputs. It helps route calls efficiently by guiding callers to the ...
Call Queues
What is a Call Queue? A Call Queue holds incoming calls in a virtual waiting line and distributes them to available agents based on predefined rules. It helps manage high call volumes efficiently by ensuring callers are handled in the order they ...
API Routers
What is an API Router? An API (Application Programming Interface) is a set of rules and tools that allows software applications to communicate with each other. An API Router is a tool that lets you route calls based on real-time information from ...