💡 Good to know

This feature is only available for Phone pro users who have not already assigned a user to this phone line.

Call routing allows you to transfer a call to a different phone number or to team members. This ensures that clients contact the most suitable team member available to answer their queries. By using call routing, you can improve your productivity and increase client satisfaction.

⚙️ Set up call routing on your phone line

To set up call routing on a phone line:

Go to Calls > Phone lines.
Click the phone line name to access its settings.
Toggle Set up call routing.
Select the type of call routing you want to set up:
- Forward to another number: if the call goes unanswered, it gets forwarded to another mobile or landline number of your choice.
- Forward to team members: the call gets directly forwarded to one or several team members on this phone line.
- Guide callers with a phone menu: guide your callers with a call routing message and phone menu; callers can select a menu option to reach their desired destination.

📲 Forward to another number

If the call goes unanswered, it gets forwarded to another mobile or landline number of your choice.

Select the country code and enter the phone number you wish to forward the call.
Select how long the call should ring before it gets forwarded.

If the call goes unanswered again, it goes to the voicemail of the number you've chosen. If that number has no voicemail set up, then the caller gets the voicemail from the original phone line, if you've set it up.

👥 Forward to team members

The call gets directly forwarded to one or several team members on this phone line. You can use sequential or simultaneous forwarding.

The call gets forwarded to selected team members in your chosen order. If the first person doesn't answer, the next person gets the call, and so on.

💡 Good to know

When you select sequential forwarding, the ring time before voicemail is deactivated, as there is already a ring time before each forwarding.

Select Sequential forwarding.
Click Manage team members.
Select up to 10 team members to receive the call in your chosen order.
Optional: Drag and drop the names to rearrange the order.
Select how long the call should ring before each following forwarding.

If the call goes unanswered again, it goes to voicemail if you've set it up.

All selected team members receive the call at the same time, and the person who is available can answer.

Select Simultaneous forwarding.
Click Manage team members.
Select between 2 and 10 team members to receive the call simultaneously.

If the call goes unanswered again, it goes to voicemail if you've set it up.

☎️ Guide callers with a phone menu

You can guide the callers using a phone menu. Tell them which button to press on their dialer to reach which destination.

Type or upload your call routing message. Describe the action corresponding to each button to press.
Select a key corresponding to a button on the dialer, and select its destination:
- Forward to team members: select the forwarding method and the team members.
- Send to voicemail: configure your voicemail.
Optional: Click Add menu option to offer more options to the caller and repeat step 2.

⏭️ What's next

Manage your phone lines

🤔 Have a question?

If you have a question, feel free to contact our support team by creating a ticket from your account. If you don't have an account yet, you can contact us here.

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Set up call routing