The AutoRoute feature allows calls to be forwarded automatically to the right employee, ACD Queue, or even blocked before it even gets answered — based on the CallerID of the caller. When a caller dials in, your AutoRoute feature can route the call in one of the following six ways:
- to an extension
- to an extension’s voicemail box
- to an ACD Queue
- to an extension’s fax mail box
- to the system operator
- block the call by playing a blocked call message and hang up the call
AutoRoute entries are triggered based on a complete phone number or portions of the incoming Caller ID. The hosted PBX system recognizes numbers corresponding to one of the following lengths:
- No Caller ID – Calls with no Caller ID. Result: All the numbers with no CallerID specified are routed to a destination chosen by the system administrator.
- 4 digits – 1 + 3-digit area code. Example: ‘1408’. Result: All numbers in the ‘408’ area code are routed to a destination chosen by the system administrator.
- 5-7 digits – 1 + 3-digit area code + first digit of the prefix. Example: ‘14085’. Result: All numbers in the ‘408’ area code with ‘5’ as the first digit in the prefix are routed to a destination chosen by the system administrator.
- 6 digits – 1 + 3-digit area code + first 2 digits of the prefix. Example: ‘140856’. Result: All numbers in the ‘408’ area code with ‘56x’ prefix are routed to a destination chosen by the system administrator.
- 7 digits – 1 + 3-digit area code + a complete prefix. Example: ‘1408567’. Result: All numbers in the ‘408’ area code with ‘567’ prefix are routed to a destination chosen by the system administrator.
- 11 digits – 1 + 3-digit area code + the complete phone number. Example: ‘14085556789’. Result: Only a CallerID of 1-(408)567-6789 is routed to a destination chosen by the system administrator.
In order to proceed, you will need to know your VirtualPBX phone number, your extension number, and your web password. If you do not have these, please ask your system administrator or VirtualPBX Support.
You may also refer to Step 6 of the vConsole admin training video for help configuring AutoRoute.
The AutoRoute data listing provides an overview of all currently configured AutoRoute numbers, their status, routing destination, and control of AutoRoute’s effect on all VirtualPBX numbers or a select few. Each AutoRoute entry can be edited from this table view as well.
- To get started, login as an admin and navigate to AutoRoute in the dropdown menu in the upper right of your screen and click New AutoRoute. Review the following settings:
- Enable System-Wide AutoRoute:
- Yes: Enables AutoRoute functionality for all phone numbers that ring into a VirtualPBX System. Incoming calls that match an AutoRoute entry will be routed to their specified locations. The Enable on each VirtualPBX Number link is removed with this option selected.
- No: Allows the system administrator to enable AutoRoute for specific phone numbers ringing into a VirtualPBX System. The Enable on each VirtualPBX Number link becomes available with this option selected.
- Enable on each VirtualPBX Number: Clicking on this link sends the system administrator to the AutoRoute Enable page where AutoRoute can be enabled or disabled for each number ringing into a VirtualPBX System.
- Activate: Enables/Disables AutoRoute for the corresponding CallerID.
- CallerID: Displays the 4-, 5-, 6-, 7-, or 11-digit number this is routed when it arrives at the VirtualPBX System.
- Enable System-Wide AutoRoute:
- Enter the Caller ID information
- Select your preference for Route Action. This displays how the call will be routed based on the incoming Caller ID. Destination displays the specific extension or ACD Queue name as follows:
- If a number is being autorouted to an extension, an extension's voicemail, or an extension's faxmail, this field will show a specific extension number.
- If a number is being autorouted to an ACD Queue, the Queue Name will be listed here.
- If a number is being blocked or autorouted to the System Operator this field will be empty
- Click Update to save your changes.
Are You Still Using the Classic vConsole Interface?
If your vConsole interface looks like the image on the right, you are still using our classic interface and may want to refer to this guide on AutoRoute Setup with screenshots that reflect your experience. You may also upgrade to the new interface for free at anytime! Simply login to your vConsole account and click on the banner at the top of the screen to continue.