Incoming Call Routing

Each incoming Call Route supports a secondary destination Night Service that can provide alternative routing for an incoming call based on time of day and day of week criteria, as well as calendar-based routing for specific dates.

Calls that cannot be routed to the configured destination are rerouted to a user-defined Fall Back destination. This can be particularly useful where calls are normally answered by an auto-attendant and a network fault occurs.

Where multiple call routes are set up to the same destination, a priority level can be associated with the call. The priority level determines a call’s queue position in place of simple arrival time.

	Note
	calls already ringing a free extension are not considered queuing and are not affected by a high priority call joining a queue (unless the option Assign Call On Agent Answer is selected for that hunt group).

Supervisors can configure a Priority Promotion Timer to increase the priority of calls which have been in the queue for more than a defined time and add and optional tag to calls on the Incoming Call Route, which can be displayed on the alerting phone.