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Knowledgebase · Section 02

Routing and call handling

Step-by-step guides to call journeys, auto attendants, ring groups, call queues, service flags and your team's phone tools.

Last updated
October 11, 2026
Read time
~ 125 min
Chapters
8
Figures
46
Start reading→
Chapters· 8 · ~ 125 min
  1. 00
    Call journeys
    Set when a phone number is answered, what callers hear and who picks up, including lunch, after hours and public holidays.
    • The overview
    • Set the time zone
    • Add your hours
    • Public holidays
    • Special dates
    • The voice
    • + 8 more
    ~ 24 min
    9 figs
    →
  2. 01
    Auto attendants
    Set up a phone menu that greets callers and sends them on by the key they press, then try a call before you save.
    • Find a setting and Show every setting
    • Call arrives
    • Special rules
    • What callers hear
    • Caller presses a key
    • If nobody presses anything
    • + 1 more
    ~ 20 min
    7 figs
    →
  3. 02
    Ring groups
    Ring a team on one number, in up to three stages, with a final stop for calls nobody answers.
    ~ 17 min
    7 figs
    →
  4. 03
    Call queues
    Set up a call queue, choose who answers, what callers hear and what happens when it gets busy, with every choice in each setting explained.
    • Saving your changes
    • Watch a call
    • The team
    • How agents are chosen
    • How quickly more agents ring
    • Backup teams
    • + 14 more
    ~ 31 min
    10 figs
    →
  5. 04
    Conferences
    Dial-in conference rooms with optional access codes and moderation.
    • Identity
    • Behavior
    • Conference star codes
    ~ 5 min
    2 figs
    →
  6. 05
    Paging groups
    One-way overhead announcements to many phones at once.
    • Identity
    • Members
    • Call announcement
    • Webhooks
    ~ 5 min
    2 figs
    →
  7. 06
    Service flags
    Shared ON/OFF switches that follow your hours, holidays and holds, so ring groups, queues and menus change routing together.
    • The Logic setting
    • The week
    • Who decides, strongest first
    • What follows it
    • Other settings
    • Saving
    ~ 18 min
    7 figs
    →
  8. 07
    Park orbits
    Numbered slots to park a live call and retrieve it from any phone.
    • Identity
    • Behavior
    • Webhooks
    ~ 5 min
    2 figs
    →