Digital Concierge can be used to handle incoming calls to your business. This article provides details on the various configuration options available. 

There are two primary methods of call routing, Direct and Time of Day Routing (ToD). Direct routing is used when calls should always be handled in the same manner. ToD routing is best for scenarios where you wish to handle calls differently during open, closed, and holiday schedules.

These settings are found at Sites -> Edit Site -> Routing (Under Calling Settings)

Each site will have at least one call route.

Here you can see there is a Default route with an * under the numbers column. This indicates any inbound call can be handled by this route. The Music on Hold Route has 6500 listed in the numbers. This route will only apply to internal calls to extension 6500. This can be useful for routing calls to different groups that have their own unique phone number.

Click on a route to view/edit it.

Time of Day

A ToD route has several settings. 

Entry Name: This is a friendly name to help identify what the route is for

Enabled: Turns a specific route on/off

Numbers: The phone numbers or extensions this route applies to

Routing Type: Change between direct and ToD routing

Open, Closed, Holiday routing: The business hours and holidays set for the site control which route is used. Click a specific route to expand the configuration for each.

Routes are made of a series of steps. Each step provides instructions on how the call should be handled. In the above example, step 1 is configured to ring a group of phones. 1.1 sends the call to step 2 if the call is not answered in a certain period of time. Each sub-step has a condition, Always, Disposition, Menu Input.

Always - will always be executed

Disposition - will only be executed if the call is not answered or there is a busy signal etc.

Menu Input - responds to caller key presses.

Step 2 is an example of a traditional Auto Attendant / IVR. A menu of options is played. In this case text to speech is used. Pre-recorded menus can also be uploaded or created in DC. The 2.x steps send the caller to various places based on the digits pressed on their phones. Each step and sub-step has settings that need to be set by clicking on the settings button. After any changes have been made the green "Save" button will be enabled. Click save for the settings to go into effect.

Direct Routing

With Direct routing, there is a single route that is always used. Regardless of time of day or holidays.