Routing codes — a short code that leads to a destination

What a routing code is

Examples of use:

• Short numbers for the staff — 200 for reception, 300 for the service queue. Someone inside the PBX dials the code and reaches the destination.
• A code pressed from a menu — for example ‎#1‎, which an outside caller presses while the menu is playing.
• A shared routing point — several numbers and keys point to the same code, and when you change the code it changes for all of them.

The screen is in the side menu, in the Extensions and routing group, named Routing Codes.

What you see on the screen

Each code has a card with the code, the description, the maximum call time (or "no limit"), and the destination — "Routing ·" followed by the destination type and the destination itself. On the card:

• Manage code — the full editor (without edit permission: Code details).
• Call route — a diagram of everything the code leads to.
• Delete.

At the bottom of the card the status of the code's audio file is shown too ("Audio file exists" or "No audio file"), with buttons to play, download, replace, delete or upload. The last card is New routing code.

Creating a routing code

1. On the New routing code card click Create routing code.
2. The code — digits, and also # and *, as pressed on a phone. For example 998877, ‎#1‎ or ‎*666‎. The code must include at least one digit, and cannot be a code that already exists.
3. Description — for example "Sales".
4. Destination type and destination — where the code leads.
5. Under Extras (optional): Can be pressed from a router or an attendant — this is how codes starting with # work. When you type a code that starts with #, the box is checked automatically. And Maximum call time (seconds) — empty = no limit.
6. Click Create code. The code is created, and the full editor opens so you can complete the settings.

The editor: decision order and settings

At the top of the editor there is a summary of the decision order: when someone dials the code, the PBX checks the rules in this order and stops at the first one that matches —

1. Who is calling — rules by the caller's number.
2. When they call — rules by time.
3. Default — when no rule matched.

In the Code settings part: Description, Maximum call time (seconds) — ‎-1‎ = no limit — and Default destination. Click Save settings.

Routing by the caller's number

In the 1. Routing by caller number part you add rules that are checked first:

• Number or prefix — it's enough to type the beginning of the number: 050 will catch every number starting with 050. Empty = calls from a private number.
• Destination type and Destination, and a Note (optional).

Click Add. Each rule appears in the list with "Prefix" or "Private number", with Remove next to it. When there are no rules it says: "Anyone who dials the code continues by the time layer, and if there is none — to the default destination".

Time routes

In the 2. Time routes part you add rules by time group — for example "Business hours" or "Night":

1. Choose a Time group. A group already attached to the code isn't shown again; when all are in use it says "No free time group".
2. Choose Destination type and Destination, and click Add.

On each row: Change destination and Remove. Without time routes, the code behaves the same at all hours of the day. The groups themselves are defined on the Times and Dates screen.

Automatic transcription and call filtering

At the bottom of the editor there are two more parts:

• Automatic transcription to email — available only for a recorded code. Attach it to a recording group on the "Recording Groups" screen. See the transcription guide.
• Call filtering service — joining the code to filtering. See the call filtering guide.

Deleting a code

On the card click Delete, type the code to confirm, and click Delete permanently.

Permissions

Viewing, creating, editing and deleting routing codes — each is a separate permission. Someone with view only sees the code details without being able to change them. To get a permission, contact us.