Routing Conditions

Routing Conditions are reusable decision points in the call flow. Each condition evaluates either a schedule (time range group) or an office mode (day/night mode) and routes the call to one of two destinations based on whether the condition matches or not.

Routing conditions can be used as targets in IVR Voice Menus, Hunt Groups, and other routing conditions (chaining), making it easy to add time-based or mode-based routing logic anywhere in the call flow.

When to Use Routing Conditions

Routing conditions are useful when you need time or mode-based routing at points in the call flow where schedule and mode checks are not built in. Inbound routes already have their own schedule and mode settings, so routing conditions are designed for use beyond inbound routes. Common scenarios:

• IVR with time awareness — Route callers to different destinations from a voice menu option depending on the time of day or business hours. For example, a main menu option can check if it’s after hours and send the caller to voicemail or to a different queue.
• Mode-based branching — Use an office mode (day/night) to decide routing at any point in the call flow. For example, a hunt group overflow destination can check whether the office is in “holiday mode” and route accordingly.
• Reusable logic — Define a condition once and reference it from multiple places (voice menus, hunt groups, other conditions) without duplicating schedule or mode checks.
• Chained conditions — Chain routing conditions together for multi-level decision trees (e.g., check business hours first, then check holiday schedule).

Creating a Routing Condition

Navigate to Routing > Routing Conditions and click Add.

Name. Internal name used to identify the routing condition. Must be unique within the tenant.

Display Name. Friendly name shown in dropdowns and the call flow diagram.

Description. Optional description of the routing condition’s purpose.

Condition Type. Choose what the condition evaluates:

• Schedule — Evaluates a Time Range Group. The condition matches when the current time falls within the selected schedule.
• Office Mode — Evaluates a Day/Night Mode. The condition matches when the selected mode is active (enabled).

Condition. The specific schedule or office mode to evaluate, depending on the selected condition type.

If Matches. The action and target to execute when the condition is true (time is within schedule, or mode is active). Choose from:

• User Extension
• Feature Extension
• Queue
• Voice Menu
• Hunt Group
• Voicemail
• Routing Condition (chaining)
• Hangup

If Not Matches. The action and target to execute when the condition is false (time is outside schedule, or mode is inactive). Same destination options as above.

Using Routing Conditions

Once created, routing conditions appear as destination options in:

• IVR Voice Menus — Select “Routing Condition” as the action for any menu key to add time or mode-based branching within a voice menu.
• Hunt Groups — Set a routing condition as the overflow destination so that calls that overflow from the hunt group are routed based on time or mode.
• Other Routing Conditions — Chain conditions by selecting “Routing Condition” as a match or no-match destination to build multi-level decision trees.

Note

Inbound routes have their own built-in schedule and mode settings, so routing conditions are not needed there. Use routing conditions for adding time or mode-based logic deeper in the call flow.

Routing conditions also appear in the Call Flow Diagram as diamond-shaped decision nodes showing both the match and no-match paths.

Circular Chain Detection

When chaining routing conditions (using one condition as the target of another), the system automatically detects circular references and prevents saving configurations that would create infinite loops.