In today’s blog you will learn about the Incoming Call Route and how it is used to direct calls from the dial tone provider to the destination on your PBX (phone system). This destination most commonly would be an AA (auto attendant), 1 deskphone phone, a group of deskphones, or voicemail prompt.

In Manager go to the Incoming Call Route in the left window pane. In the middle pane you will see already programmed routes and in the right most column you will see the programming options. To change destination find the record to be modified. In the example below I want to direct calls to Jessie now to Tom so when callers dial the direct number (DN) 700-7736 the PBX will alert Tom’s extension instead of Jessie’s.

To make this work properly you need to learn another feature….the line group ID.

In the above image take a look the the first column. Notice the numbers….these are the Incoming Group IDs and are sometimes referred to as Line Group IDs. They match trunks or trunk groups. To find these on your IP Office select Line on the left window pane. Each line (trunk) is listed and when selected will show the Incoming Group IDs. Here are some examples:

Analogue trunk:

Pri Trunk:

SIP Trunk:

The incoming group ID needs to match with the direct number being delivered by the provider. The DN, 700-7736, is being delivered on the incoming group ID 0 and will need to be selected correctly in the Incoming call Route above under Line Group ID. So below I will switch from Line Group ID 101 to ID 0.

If we now decided to change the number 700-7736 to point to an AA or a group then point it to either under destination by selecting it. I am going to choose the day auto attendant. The catch here is to create the AA or group first before you try and direct calls to it or you will not see it in the list to be able to choose.

The last item to talk about here is directing callers to a voicemail prompt so staff can check voicemail remotely. Under destination select Voicemail….Done. An important item to know about the Voicemail option is that users will have to already set a voicemail code from their desk phones before this remote voicemail checking feature will work.

That’s it for today’s learning. Happy programming.