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Call Routing Overview

Call routing is the process of directing incoming phone calls to their destination. This document explains how call routing works in OPBX and the various routing options available.

How Call Routing Works​

When a call comes into your OPBX system, the routing engine determines where to send it based on your configuration:

The Routing Flow​

  1. Call Arrives - A call comes in via your Cloudonix phone number (DID)
  2. DID Lookup - OPBX identifies which DID was called
  3. Routing Decision - Based on the DID's routing configuration, the system determines the destination
  4. Destination Reached - The call is routed to the appropriate endpoint

Routing Destinations​

OPBX supports multiple types of routing destinations:

Extension​

Route calls directly to a specific user's extension.

Best for:

  • Direct dial to employees
  • Dedicated lines for key personnel
  • After-hours forwarding to mobile

Ring Group​

Route calls to a group of extensions that ring simultaneously or sequentially.

Best for:

  • Department coverage (Sales, Support)
  • Hunt groups
  • Overflow handling

IVR Menu​

Route calls to an interactive voice response system where callers can select options.

Best for:

  • Main company numbers
  • Self-service options
  • Department selection
  • After-hours handling

Conference Room​

Route calls directly to a conference bridge.

Best for:

  • Dedicated conference lines
  • Meeting rooms
  • Webinar dial-in numbers

Business Hours​

Route calls differently based on whether you're open or closed.

Best for:

  • Time-based routing
  • After-hours handling
  • Holiday schedules

AI Assistant​

Route calls to an AI-powered virtual assistant.

Best for:

  • After-hours support
  • High-volume call handling
  • Automated customer service

Routing Configuration​

DID-Based Routing​

Each DID (phone number) in your system can have its own routing configuration:

DIDRouting TypeDestination
+1-555-0100IVR MenuMain Company IVR
+1-555-0101ExtensionCEO Extension (101)
+1-555-0200Ring GroupSales Department
+1-555-0300Business HoursOpen→Sales, Closed→Voicemail

Setting Up Routing​

To configure routing for a DID:

  1. Navigate to DID Numbers
  2. Select the phone number to configure
  3. Choose Routing Type
  4. Select the destination
  5. Save changes

Routing Strategies​

Direct Routing​

Calls go directly to a single destination:

Group Routing​

Calls are distributed to multiple destinations:

Callers select their destination from a menu:

Time-Based Routing​

Calls route differently based on time:

Call Routing Examples​

Example 1: Small Business​

Setup:

  • Main number (+1-555-0100) → IVR Menu
    • Press 1 → Sales Ring Group
    • Press 2 → Support Ring Group
    • Press 0 → Operator
  • CEO direct line (+1-555-0101) → Extension 101

Example 2: Support Desk​

Setup:

  • Support line (+1-555-0200) → Business Hours
    • Open (8am-6pm) → Ring Group (Support Team)
    • Closed → IVR Menu with voicemail option
  • Emergency line (+1-555-0999) → Extension (On-call engineer)

Example 3: Sales Department​

Setup:

  • Sales line (+1-555-0300) → Ring Group (Sales Team)
    • Ring all 5 sales reps simultaneously
    • If no answer after 20 seconds → Voicemail
  • Direct lines for each rep → Individual extensions

Routing Priority​

When multiple routing rules could apply, OPBX uses the following priority:

  1. DID-specific routing - The DID's configured destination
  2. Business hours evaluation - If using business hours routing
  3. Fallback destinations - If primary destination doesn't answer

Testing Your Routing​

Always test your routing configuration:

  1. Call each DID from an external number
  2. Verify the destination is reached
  3. Test all options (IVR keys, ring group members)
  4. Test edge cases (after hours, busy signals)
  5. Document your testing for future reference

Troubleshooting Routing Issues​

Calls Not Routing​

Problem: Calls to a DID don't reach the expected destination.

Solutions:

  1. Verify the DID is active
  2. Check the routing configuration
  3. Ensure the destination (extension, ring group) exists and is active
  4. Review Cloudonix integration status

Wrong Destination​

Problem: Calls go to the wrong destination.

Solutions:

  1. Check the DID's routing configuration
  2. Verify you're testing the correct phone number
  3. Review routing rules for conflicts

Calls Not Reaching Ring Group Members​

Problem: Ring group calls don't ring all members.

Solutions:

  1. Verify members are added to the ring group
  2. Check member extensions are active
  3. Review ring group strategy settings

Best Practices​

Planning​

  1. Map your call flow before configuring
  2. Document your routing for reference
  3. Use descriptive names for ring groups and IVRs
  4. Plan for growth - Leave room to add destinations

Configuration​

  1. Test before going live - Always test routing changes
  2. Have fallbacks - Configure backup destinations
  3. Monitor usage - Review call logs regularly
  4. Keep it simple - Avoid overly complex routing when possible

Maintenance​

  1. Review routing quarterly - Ensure it still meets needs
  2. Update for staff changes - Adjust when employees leave/join
  3. Test after changes - Verify routing still works after updates
  4. Document changes - Keep a log of routing modifications

Next Steps​

Learn how to configure specific routing features:

Related Documentation: