Call Routing
Call Routing is where you define how calls enter, flow through, and leave your PBX.IM account. It groups every feature involved in directing a call — from the phone number a customer dials, through menus and schedules, to the agent, queue, or voicemail that finally answers.
Table of Contents
How Call Routing Works
An inbound call follows a simple path:
- Entry — the caller reaches an inbound phone number (owned, ported, or delivered over a SIP trunk).
- Routing logic — the number points to a routing destination. Optional layers in between (time conditions, auto attendants, announcements) decide where the call should go.
- Answer — the call lands on a destination that answers or captures it: an extension, ring group, call queue, conference room, or voicemail.
Outbound calls follow the reverse path: an agent (or automated dialer) places a call that leaves through a phone number or SIP trunk, shaped by dial rules.
Access Call Routing: Log into PBX.IM Dashboard → Go to Settings → Select Call Routing.
Phone Numbers
Phone numbers are the entry and exit points of every call.
| Feature | Purpose |
|---|---|
| Buy phone numbers | Purchase new local, toll-free, or international numbers directly from PBX.IM |
| Port-in numbers | Transfer existing numbers from another provider into your PBX.IM account |
| SIP trunks | Connect to external carriers or ITSPs for inbound and outbound connectivity |
Destinations
Destinations are the endpoints a call can land on.
| Feature | Purpose |
|---|---|
| Extensions | Individual user endpoints (agents, phones, softphones) |
| Ring groups | Ring multiple extensions at once (simultaneous or sequential) |
| Call queues | Hold callers in line and distribute to available agents |
| Conference room | Virtual audio/video meeting spaces with PINs and moderator controls |
| Voicemail | Capture messages when no one answers |
Flow Control
Flow control decides which destination a call reaches, based on input, time, or other conditions.
| Feature | Purpose |
|---|---|
| Auto attendant | Menu-driven IVR that directs callers by key press |
| Announcements | Play pre-recorded or dynamic messages to callers |
| Time conditions | Route differently based on day, time, or holiday |
| Time groups | Reusable schedules consumed by time conditions and other features |
| Call forwarding | Redirect incoming calls to another number or service |
| Dial rules | Format and transform numbers before the call is placed or received |
Outbound Tools
Outbound tools place calls from PBX.IM to external numbers.
| Feature | Purpose |
|---|---|
| Click 2 call | Trigger calls from a browser or backend integration (e.g., CRM) |
| Auto dialer | Run outbound campaigns from CSV lists with scheduling and retry rules |
Choosing the Right Feature
| If you want to… | Use |
|---|---|
| Ring one person | Extension |
| Ring several people together | Ring group |
| Queue callers until an agent is free | Call queue |
| Offer a menu ("Press 1 for Sales…") | Auto attendant |
| Route differently after hours | Time conditions + Time groups |
| Play a message before routing | Announcement |
| Take a message when no one answers | Voicemail |
| Forward all calls to a mobile | Call forwarding |
| Host a multi-party meeting | Conference room |
| Launch an outbound campaign | Auto dialer |
| Let website visitors call you | Click 2 call |
| Bring your own carrier | SIP trunk |
| Get a new number | Buy phone numbers |
| Keep your existing number | Port-in numbers |
Most features can be combined. A typical inbound flow is: phone number → time condition → auto attendant → call queue → extension → voicemail if unanswered.