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How do I view the call routing?
What is Call Routing?
Call routing refers to how calls flow through your system to different auto attendants, call queues, users, and voicemails. The Call Routing is held in each extension's answering rules.
For internal calls, the routing is often simple. You dial the extension of the user you want to talk to, and by default, you will be routed first to their phone, then to their voicemail if they don't pick up. Users with additional answering rules may not follow the default call routing. Here is a flow chart of what a user's call routing might look like:
For calls coming from outside your system, call routing can be more complex. A caller on your main number may be routed to a Routing User, where the answering rules are checked to determine the correct way to route the call based on the time of day. During business hours, the caller is connected to an auto attendant, where they can choose to be transferred to your sales or service departments. When they get to sales, they are placed in a call queue to be answered by an agent, or if no agents are available, they will be sent to voicemail. During after hours, usually set up using the Default rule, the caller is sent directly to voicemail. Here is a flow chart of what a system's call routing might look like:
How do I view the call routing?
Your Extension
This article assumes you are logged into the Manager Portal as an Advanced User or higher.
If you do not know your login name or password, please click here or contact CallHarbor Support.
If you do not have an Answering Rules tab or need assistance with checking your call routing, please contact CallHarbor Support, including:
- Your Name
- Your Extension
- Your Company Name
1. Select the Answering Rules tab
If you are a Call Center Supervisor or higher, you may need to switch the view of the portal from the entire phone system to your extension only. To do this, click on your name in the upper right-hand corner, then select My Account
2. The Answering Rules listed for your extension determine how calls to your extension are routed. The rule that is marked Active is the rule currently in use by the system. To learn more about answering rules, please click here.
Another Extension
This article assumes you are logged into the Manager Portal as a Call Center Supervisor, Site Manager, or Office Manager.
If you do not know your login name or password, please click here or contact CallHarbor Support.
If you need assistance with checking the call routing, please contact CallHarbor Support, including:
- Your Name
- Your Extension
- Your Company Name
- The extension to check the call routing of
1. Call Center Supervisor: Select the Agents Tab
Office/Site Manager: Select the Users Tab
2. Locate the extension to be checked. You can use the search function to search: Extension Number, First Name, Last Name, Site, or Department
3. Once located, click either the name of the extension or the pencil icon.
4. If name clicked: Switch to the Answering Rules sub-tab
If pencil clicked: Select the Answering Rules option from the dropdown
5. The Answering Rules listed for the extension determine how calls to the extension are routed. The rule that is marked Active is the rule currently in use by the system. To learn more about answering rules, please click here.
Phone Number
This article assumes you are logged into the Manager Portal as a Call Center Supervisor, Site Manager, or Office Manager.
If you do not know your login name or password, please click here or contact CallHarbor Support.
If you need assistance with checking the call routing, please contact CallHarbor Support, including:
- Your Name
- Your Extension
- Your Company Name
- The phone number to check the call routing of
1. Select Inventory
2. By default, Inventory opens to the Phone Numbers sub-tab
3. Locate the phone number to be checked. Filters can be used to search for the number directly if needed.
4. Once the phone number is located, make note of the treatment and destination of the phone number:
5. If the treatment is Time of Day Routing, the call routing will be held in the phone number. To view, click the pencil icon
This will open a popup window with the different rules setup:
6. If the treatment is Available Number, the phone number does not have any call routing and will play a No Service message if called.
7. If the treatment is User, then the call routing is held in the extension listed in the destination field.
Call Center Supervisor: Select the Agents Tab
Office/Site Manager: Select the Users Tab
8. Locate the extension listed as the destination. You can use the search function to search: Extension Number, First Name, Last Name, Site, or Department
If the user is not listed in the user list or returns a search result of "<ext> is a System User.", then system users are hidden. System Users can be shown by unchecking "Hide System Users" located at the bottom of the Users tab. Or by clicking "Show System Users" in the search result
System Users Hidden
System Users Shown
9. Once located, click either the name of the extension or the pencil icon.
10. If name clicked: Switch to the Answering Rules sub-tab
If pencil clicked: Select the Answering Rules option from the dropdown
11. The Answering Rules listed for the extension determine how calls to the extension are routed. The rule that is marked Active is the rule currently in use by the system. To learn more about answering rules, please click here.
