This article will show you how to follow a call route.

You will learn how to make adjustments as needed. 

I'll be your tour guide today...

if you've ever visited a museum, a zoo, or maybe a particular exhibit at a theme park, then you've probably heard these familiar words. Hi! I'm John and I'll be your tour guide today as we journey along to the different key spots of your system. By the time we are done, you'll know more about routing your company calls to the various parts of the phone ecosystem in the form and fashion that you'd like to see it come to fruition. You'll discover Auto Attendants, Ring Groups, Call Queues and more that you can explore in further detail as you get to know how each one better. Each one is special in it's own way and can be used to create an efficient call process and a great customer experience. Come along, as the tour begins now.  

What Do I Click?

Following the route

In the video, I follow a particular preset route in the system. For the sake of example, I will use that route since it touches the major system destinations. 

Click the inventory icon → Go to the Phone Numbers Tab → Click the Edit icon on a number → take note of the Treatment fields → If Time Frames are enabled, note the Time Frames and their Destination. The example has the Test AA (300) Auto-Attendant as the destination. 

Click on the Auto-Attendant Icon → Click the Edit Icon of that particular Auto Attendant. You'll see that callers will hear an Intro Greeting and then a Menu Prompt to make a selection. Option 1 is the only selection and takes to you Call Queue 400 (Test Queue 1). 

Click on the Call Queues Icon → You'll see the queue information, the number of agents and how many are available and the queue ring strategy. Clicking on the Edit Icon will show you the Pre-Queue Options, In Queue Options, and SMS options. 

  • The Pre-Queue options determine if a caller can enter the queue or not and how long before the queue is unavailable to them. If the queue is unavailable to them, the caller is sent to the "Forward is unavailable" destination. 
  • The In Queue options determine how long a caller will wait before moving on to a new destination if the call is unanswered. It also determines how long an agent's phone rings before moving to a different agent (dependent on ring strategy and number of agents).  In this case, if an agent doesn't answer by the timeout limit, the call moves to a Voicemail Inbox.

In this example, the agent is unavailable and the queue required an available agent, therefore the caller is routed to the User-301 (Support Ring Group 1). 


To find the Ring Groups, Click Users → Uncheck "Hide System Users" at the bottom of the page. You will now see all of the auto attendants, queues, conference rooms, and ring groups in the system. Click the Edit icon on the Ring Group. You will see the ring time that agents will be rung before a timeout. If a user has an initial ring time next to their extension/number, that user's phone will ring first for that set amount of time, prior to other agents' phones being rung. In this example, if no one answers, the call lands in the voicemail box of ext. 212.


The user at ext.212 will now have a new voicemail on their personal account page and can be found using the New Messages box on the Homepage screen, clicking the Messages Icon or clicking Messages under their name at the top-right of the screen. They will see a red icon with a number notifying them of the messages. 

From here, they can play the voicemail on their phone or computer, download the recording, save the recording, delete it or forward it to another extension in the system. 

Still need more assistance?

Contact our support team of Customer Success Managers either by sending us an email to support@ringfree.com or give us a call at 828-575-0030, then press Option 2 and we will be glad to assist you further.