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Knowledgebase · Section 02

Routing & Call Handling

In-depth guides to each call-handling building block — auto attendants, ring groups, call queues, conferences, paging, service flags, and park orbits.

Last updated
July 5, 2026
Read time
~ 51 min
Chapters
7
Figures
23
Start reading→
Chapters· 7 · ~ 51 min
  1. 01
    Auto attendants
    The touch-tone menu that answers a call and routes the caller by the key they press or the name they dial.
    • Identity
    • Behavior
    • Timeout handling
    • Redirection
    • Dial by name
    • Direct destinations
    • + 2 more
    ~ 8 min
    5 figs
    →
  2. 02
    Ring groups
    Ring several extensions together, in stages, so a team is reachable on one number.
    • Identity
    • Stages
    • Behavior
    • Redirection
    ~ 5 min
    3 figs
    →
  3. 03
    Call queues (ACD)
    Hold callers in a queue and distribute them to agents — the most configurable call-handling object. Agents, selection rules, caller experience, callback, reporting, and more.
    • Identity
    • Agent setup
    • Agent selection
    • Caller in queue
    • Miscellaneous
    • Monitoring
    • + 10 more
    ~ 16 min
    6 figs
    →
  4. 04
    Conferences
    Dial-in conference rooms with optional access codes and moderation.
    • Identity
    • Behavior
    • Conference star codes
    ~ 5 min
    2 figs
    →
  5. 05
    Paging groups
    One-way overhead announcements to many phones at once.
    • Identity
    • Members
    • Call announcement
    • Webhooks
    ~ 5 min
    2 figs
    →
  6. 06
    Service flags
    Time-based on/off switches that flip greetings and routing into night or holiday mode.
    • Identity
    • Description
    • Schedule (Automatic mode only)
    • Calendar sync
    • Automatic page
    ~ 7 min
    3 figs
    →
  7. 07
    Park orbits
    Numbered slots to park a live call and retrieve it from any phone.
    • Identity
    • Behavior
    • Webhooks
    ~ 5 min
    2 figs
    →