How to set up call routing

Managing the ways you route calls is easy when using Nextiva's VoIP phone system. Nextiva offers a couple of ways to manage how your incoming calls are handled.

Basic call routing (Auto attendant)

Example: Direct calls to your team based on the time of day.

1 Sign in to the Nextiva Voice Portal.

2 Hover over the Advanced Routing at the top and select Auto Attendants.

3 Select Manage Auto Attendants.

4 Select the Location of the Auto Attendant from the drop-down list.

5 Click the Pencil icon to the right of the desired Auto Attendant.

6 Click the Business Hours Menu to expand the section.

7 Select the desired greeting from the Greeting drop-down menu.

8 Adjust the Business Hours Menu for the Auto Attendant.

9 When finished, click Save.

To learn more about managing your auto attendant, please visit this support article.

Advanced call routing (Call centers)

Example: If you want to direct customer calls to your customer service team.

1 Sign in to the Nextiva Voice Portal.

2 From the Nextiva Voice Admin Dashboard, hover over Advanced Routing and select Call Center Locations.

3 Once in Call Center Locations, select the Log In button to navigate to the Configuration Portal.

4 Select Call Center on the left navigation pane, then select Call Centers.

5 Find the Call Center that you want to configure and click on Edit at the end of the row, or on the Call Center name directly.

6 Once the Call Center Profile screen appears, select the Profile option under the Basic column.

7 You can now adjust the way the phone system goes about routing calls to your team under the Routing type (Priority-based or Skills-based).

8 When finished, click the OK button to save the changes.

To take advantage of the powerful routing for contact centers, you will need a VoIP Call Center license from Nextiva.