Incoming call routing is used to identify a destination for your company phone numbers.

If you do not configure Time of Day routing (Open, Closed, Lunch and Special) for a phone number, you are presented with the following warning on the web page:

Routing has not been configured for all business hours.

Without Time of Day routing:

• For Business Hours, the numbers can still be dialed but cannot be answered. The caller will hear busy tone.
• For Holiday Hours, the system will use Business Hours call routing.

To configure incoming call routing for a phone number, follow these steps:

1. Click Incoming Call Routing in the left menu.
2. Click on the phone number to be configured.
3. In the General Information section, fill in the Name to describe the phone number (for example, "Main Number").
4. From the pull-down list, select the name of the Business Hours profile.
5. If you want to enable the Emergency Override option, check the box for Enable Emergency Override Routing.
6. For the Emergency Override setting, select a call destination from the following options:
   • Select the Not Assigned option if no destination is required.
   • Select the Auto Attendant option to direct the call to an Auto Attendant. Select the Auto Attendant from the list provided.
   • Select the Calling Group option to direct the call to a call group. Select (or type and filter) the call group from the list provided.
   • Select the Employee/Location option to direct the call to a user or location. Select (or type and filter) the user or location from the list provided.
   • Select or type and filter the ACD Application option to direct calls to a managed ACD Application.
   • Select the Other option to direct the call to any other number (including an external number). Fill in the Number field and the Name field (to describe this route).
7. In the Time of Day Routing section, for each of the time of day categories (OPEN hours, CLOSED hours, LUNCH hours, SPECIAL hours), select a call destination from the following options:
   • Select the Not Assigned option if no destination is required.
   • Select the Auto Attendant option to direct the call to an Auto Attendant. Select the Auto Attendant from the list provided.
   • Select (or type and filter) the Calling Group option to direct the call to a call group. Select the call group from the list provided.
   • Select (or type and filter) the Employee/Location option to direct the call to a user or location. Select the user or location from the list provided.
   • Select (or type and filter) the ACD Application option to direct calls to a managed ACD Application.
8. If you want the same routing for all four time of day categories, fill in the OPEN hours call destination, then check Use this setting for all time of day routing. The CLOSED, LUNCH and SPECIAL hours routing will automatically be filled in for you.
9. Click Save.

If the Not Assigned option is selected for a phone number, the call is not routed at all. When the number is dialed, the caller will hear ringing until they choose to end the call. When incoming call routing is viewed for this number, the routing information will be blank.

The call group presence state (In Office, Away, Lunch, Vacation) can be overridden through My Phones and Call Groups in the left menu. See Configure Call Group Presence State Override.

To simultaneously configure incoming call routing for multiple phone numbers, see Configure Incoming Call Routing for Multiple Phone Numbers.