This page will cover off the way to configure
is a simply setup if you are applying a number as a direct line to a user/extensions. If someone calls your number it will go to the single extension folllowed by your voicemail if you do not answer the call.
This is by far the most common setup and below are the details of the options available
Route the call to a specific extension/user in your system.
Call-Groups
Route to a group of users who will all ring simultaneously or in sequence.
Announcements
Play a recorded message to the caller. Useful for:
Interactive Voice Response
Present callers with a menu system (e.g., "Press 1 for Sales, Press 2 for Support").
Send the caller directly to a specific voicemail box.
Forward the call to an external phone number. Note Additional Charges may apply
Geographic Routing (Moli Routes)
Route calls differently based on the caller's geographic location. Useful for
Here's a typical business setup:
Business Hours (9 AM - 5 PM, Monday-Friday):
Step 1: Announcement - "Thank you for calling [Company]. Please hold while we connect you."
Step 2: Call Group - Ring main reception team
Step 3: Queue - If no answer, place in customer service queue
Step 4: Voicemail - Final fallback to general voicemail
After Hours:
Step 1: Announcement - "Thank you for calling [Company]. We are currently closed..."
Step 2: Voicemail - Direct to after-hours voicemail
Users/Groups: 20-30 seconds is typical
Queues: No longer than 5 minutes, customers don't like to wait, but the call will keep retrying the agents during that period
Keep it simple: Don't create overly complex routes that frustrate callers
Test your setup: Call your own number to verify the routing works as expected
Have a fallback: Always ensure calls have somewhere to go (usually voicemail)
Update announcements: Keep recorded messages current and professional
Monitor performance: Review call reports to see where calls are getting stuck
Set different tones for different types of calls
Use tags to organize and categorize your numbers for easier management.
If you need assistance setting up your call routing: