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PBX 5.4 Configure incoming-call handling

PBX 5.4 Incoming Call Handling

This is where the schedule becomes a routing decision. The tab carries five sub-tabs, one per schedule state.

  • Open the strategy and select Incoming Call Handling.
  • Select the schedule state to configure: Open Hours, Closed Hours, After Hours, Lunch Hours or Holiday Hours. Each carries its own description, for example Open Hours reads "Set the daily operating hours for your office."
  • Under Incoming Call, choose the destinations. Both routes are marked mandatory with an asterisk: Route 1* and Route 2*, each with the placeholder Select Destination.
  • Repeat for every state your organisation uses.
  • Select SAVE.

Route 2 is your fallback, and the product treats it as required. Route 1 is tried first; Route 2 catches the call when Route 1 does not answer it. Both carry a mandatory marker, so you cannot complete a state with a single destination. Set them thoughtfully on Closed Hours and Holiday Hours in particular, because those are the states where nobody is watching for a dropped call.

Five states means five configurations, and the product will not remind you. Each sub-tab is configured independently. Work along all five before you leave this screen.

Configure every state, including the ones you think you will not use. An unconfigured state is a call with no destination. Point Lunch Hours and After Hours at voicemail or an IVR rather than leaving them blank.

Figure key, Incoming Call Handling​

  • Incoming Call Handling tab.
  • Schedule state selectors: Open Hours, Closed Hours, After Hours, Lunch Hours, Holiday Hours.
  • Route 1 destination selector.
  • Route 2 destination selector.
  • Save button.