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Why do I have multiple Routing Users?
Why can't I see the Routing User in the User list?
Why does the Routing User route to User and not to Auto Attendant/to Call queue?
What is a Routing User?
A Routing User is an extension in the phone system holding answering rules for call routing. Routing Users may be used across different aspects of the phone system:
Phones Numbers
While Time Of Day Routing can be set up on phone numbers directly, each phone number needs to be set up individually. When using a routing user, the call routing only needs to be set up once, and multiple phone numbers can point to the user and utilize the routing. This makes for simpler management of the phone system as changes to the routing, whether permanent or temporary, only need to be made in one user in the phone system rather than across multiple phone numbers.
Auto Attendants
Auto Attendants may have a routing user as an option to be selected. If this option is selected by the caller, the call will be routed based on the active rule in the routing user. This is usually used for location or department selector auto attendants, or for businesses that use the same auto attendant all of the time, but would like the options to route differently based on the time of day.
Call Queues
Call Queues may forward to a routing user once the queue timeout is met, so the call is routed to the correct destination based on the active rule in the routing user. This allows for the call queue to forward to different destinations depending on the day, time, or date, without having to set up multiple call queues.
Users
Users may be set to have a routing user as their forward when unavailable rule. This would allow missed calls to be routed elsewhere in the system based on the active rule in the routing user. This is usually used for routing calls to a destination during business hours and a different destination after hours.
Why do I have multiple Routing Users?
Multiple Routing Users are used when there are numerous different 'main routing', such as locations or departments.
Why can't I see the Routing User in the User list?
The routing user is usually marked as a system user, which will hide the routing user if 'Hide System Users' is checked. The 'Hide System Users' checkbox is located at the bottom of the Users tab.
System Users Hidden
System Users Shown
Why does the Routing User route to User and not to Auto Attendant/to Call queue?
Answering rules that are set to User rather than to Auto Attendant or to Call Queue allows the system to check the auto attendant/call queue extension for answering rules to ensure the correct call routing is being followed.
If the answering rule is set to auto attendant or to call queue, the call will be connected to the auto attendant or call queue, regardless of the answering rules set for the auto attendant/call queue. This can cause calls to route in an unexpected way, if multiple answering rules are set on an auto attendant or call queue.
