Route incoming calls
Send calls to your number to the right person or menu.
| What you need | Affects |
|---|
| Admin access to the 3CX Admin Console, and a working trunk | Where callers end up when they ring your numbers |
| Send calls straight to people when | Send calls to a digital receptionist when |
|---|
| You have a small team and want calls answered quickly. | Callers should choose a department first. |
1. Check your numbers
Open the trunkGo to Voice & Chat and open your trunk.
Check the DIDsMake sure each phone number you own is listed as a DID.
2. Set the destinations
Office hoursChoose where calls go during office hours, for example a ring group, queue or digital receptionist.
Out of office hoursChoose where calls go when you're closed, for example voicemail or an after-hours message.
HolidaysCheck your holidays are set, so the out-of-hours destination is used on those days too.
SaveClick Save.
| Destination | Good for |
|---|
| Extension | One person, or a direct number |
| Ring group | A small team that should all ring |
| Call queue | Callers who may need to wait |
| Digital receptionist | A "press 1 for…" menu |
| Voicemail | After hours |
3. Test it
Call each number from a mobile, during and outside office hours, and check it goes to the right place.
Troubleshooting
| Problem | Likely cause and fix |
|---|
| Calls go to the wrong place | Another DID rule may be matching first. Check each number has its own destination. |
| After-hours routing never kicks in | Check the office hours and the time zone in the system settings. |
