Extension Call Flow Handling Set Up

Once a call hits an extension, you want to tell the system what to do with it, by setting up a “dial sequence” of events.

Start by choosing the existing Extension you want to set up:

1.  Navigate to the main Extensions screen and select the pencil icon at the end of the extension row to open the details screen to configure the extension.

2. Navigate to the Extension Call Flow tab and choose the Dial Sequence you want to use.

Check out the video tutorial or view the step by step instructions below:

Default Dial Sequence

This is a simple configuration suitable for most generic extensions. It allows for a maximum of two steps, on a persistent basis. Typically, an extension rings four times and then goes to voicemail. You can, however, change the number of times the phone rings before going to voice mail, or tell the call to go to (“follow”) another extension, a call queue or hang up after ringing the extension. Simply choose the behavior you want this call to follow. You can also tell the system to automatically behave a certain way as soon as the call hits the extension (rather than ringing first, and then following a command).

The selections you can make are:

• Extension - Select an extension for calls to go to.

• Dial – allow you to then enter a phone number. This is usually for external numbers not on the PBX (such as a user’s cell phone) where the system will dial the number, and if not answered, will proceed to the next rule in the call flow.

• Voicemail – Send the call directly to a voicemail box (on this extension or another extension).

• Follow – This is generally used to tell the call to “follow” the call flow that is set up on another extension or follow the auto attendant on another phone number. Note*if setting this extension to follow an attendant on a telephone number, it will do so, and callers will be able to select from the menu options, even if the auto attendant shows as “disabled”.

  

• Call Queue – Tells the call to go directly to a specific queue on the ACD (if ACD is purchased). If no ACD is purchased, the calls will go to the built in basic queue.

• Queue Call Back – If the queue call back function is turned on (by NEWT for ACD) – this will direct the call to sit in our ACD “call back” function. What this will do, is trigger the call back to happen, from the queue you’ve set it to go to, for an agent call back.

• Hang up – This can be used simply as an end point for calls to be disconnected.

Find me Follow Me/ Dial Sequencing

Using the below Alternate Dial Sequence, this is a more advanced configuration that can be extended to up to six steps. It enables complex find-me-follow-me rules to be defined in which the extension dials around to various locations, as administered. It can be further defined by a Time of Day Schedule for the Dial Sequence. Each of the two categories of dial sequences operate independently and can be selected using the first drop-down menu located in the Alternate Dial Sequence section.

Always Enabled: This enables the Alternate Dial Sequence on a permanent (24/7) basis.

1. Select Always Enabled

2. Then set the extension to be dialed and for how many rings.

3. Continue setting more steps for the call to take if the call isn’t answered within the set amount of rings. Notice there is a "then" or "and" selection. The "and" selection can be used to ring muliple phones at the same time (for call groups).

4. Ensure the last step is a termination point such as “then” to go to voicemail or "follow" to exit this extension and go somewhere else entirely.

Day and Times Scheduling

Enabled On: This enables the Alternate Dial Sequence on a scheduled basis. A daily scheduling option will appear.

1.  Set your scheduling times based on when the extension user will be available to take the calls.

2. Then set the dial sequence as per above.

3. Finally, set the default dial sequence (first line in orange) so that the system knows what to do with the call outside of the scheduled hours.

Ensure to save your work and then Save and Update the PBX to publish.

Click Below for Additional Articles related to Extension Set Up Features for Administrators:

1. Extension Main Settings

2. Extension Voicemail Settings

3. Unified Extensions Settings

4. Extension Device Credential Management

5. Text Messaging Set Up

6. Virtual Extension Configurations

7. Extension Call Group and Routing Set Up

8. Extension Hardware Settings

9. Call Recordings