Call Routing

Virtual Extensions

Call RoutingIn most PBX systems, extensions are assigned to physical telephones. Employees have to be at their phones for call routing to function properly. With award-winning business phone systems from VirtualPBX, extension numbers are assigned to people, and the people let the system know what phone (or phones) to assign in call routing. This is an important difference, and it gives our system tremendous power while giving your company tremendous flexibility.

In a hosted PBX system, you can route calls to any phone, of any type, anywhere in the world. With VirtualPBX’s advanced call routing, incoming business calls can be taken by employees who telecommute from home offices or by employees who work in branch offices. Most noteworthy about this is that there is no need for extra hardware. There is also no need for expensive tie lines, or complex system configuration and management. And employees who travel or work from remote sites can automatically receive business calls on their cellular phones.

Employees can work from anywhere with VirtualPBX. Callers still dial the main number, they still hear your business’s custom greeting, and they still dial the same extension number or ACD queue, no matter where you are. The call is then routed to the phone number that the employee designated.

Follow-Me Calling – Individual Call Routing

Extension owners (employees) must simply create a list of phone numbers where they can be reached to use follow-me calling. This might include the number of the phone at their desk, their home office, or their cellular phone. One of these numbers will be set as the default number that the system sends every call.

If an employee enables follow-me calling, any calls that are not answered by the default number are transferred to the next enabled number on the follow-me list as the system attempts to “find” the employee and connect the call. If no one answers the call, it will be routed to the employee’s central voicemail.

With follow-me call routing from VirtualPBX, you never have to miss an important call because you’re on the road. We can reach you in any location there is a phone, tablet, or computer.

You can setup follow-me business call forwarding easily through our web-based management tool. You can change your number list, change the default number, enable or disable any of the numbers from taking calls, and more.

Phone-Type Freedom

VirtualPBX is a cloud-based service. Because of this, calls can be connected to any type of phone, over any kind of transport. Land lines, cellular phones, satellite phones, Voice-Over-IP (VoIP)—if you can receive standard telephone calls, we can reach you. We can also keep you connected through your smartphone, tablet, or computer through the use of softphones.

In-house PBX systems are not only expensive and difficult to maintain, but also they have limited connection capabilities. With premises equipment, connecting with outside employees or branch offices is either very expensive or impossible. Going virtual and utilizing call routing increases your options while reducing your costs.

Advanced Transfers

Call RoutingSometimes the caller you are speaking with needs to talk with someone else in the company. Most virtual phone systems can’t do business call forwarding of any kind. This requires customers to call back in to the main number and ask for another extension. With VirtualPBX’s call routing and business call forwarding services, you can transfer callers anywhere in the system. Therefore, you can transfer calls to another employee, to the operator, to an ACD queue, or to an outside number. You can even drop calls into your voicemail so callers can record their phone number, address, or other important information. You can also configure your hosted PBX to perform supervised call forwarding. When enabled, you can talk to the person at the other extension or outside number before you transfer the call.


Another example is our unique GeoRoute feature. GeoRoute automatically forwards calls to the right employee, ACD queue, or business location. This is based on the location of the origination of the call. Here’s an example: Suppose you want to have calls from the western United States go to one sales agent, and those from the eastern part of the country go to someone else. With GeoRoute from VirtualPBX, we’ll monitor the caller ID and automatically route incoming calls based on area code. Want another example? Imagine a franchise operation wants to publish one national toll-free number but wants calls automatically routed to the franchise that is closest to the caller. We can look at the area code and the exchange of the incoming call and make sure that the right franchise gets the call with no human intervention. GeoRoute removes the need for a central receptionist and gets callers to their destination more quickly.

VirtualPBX users may implement GeoRoute business call routing in several ways. You can route calls based on just the area code, the area code and exchange, or the entire number. You may also route calls in the following ways:

  • Inside the answering system, transferring the call to an employee extension or ACD queue, or
  • To a completely different PBX phone system, such as a remote branch office or a different business.


Some businesses want to route calls to an extension or ACD queue that is not a standard business function. Instead of sending calls to a generic support queue, for example, the company might want the customer to enter their zip code, product model number, or another designator to determine who should answer the call. Our SelectRoute call routing option routes calls automatically based on a wide set of user inputs up to nine digits in length. Ask the user to spell out a product name, a company name, or an account number. The possibilities are limitless with VirtualPBX.

Mail-Only Extensions

Mail-only extensions give callers a specialized pre-recorded message without anyone answering the phone. For example, you might have a mail-only extension that callers can reach to get company business hours or driving directions. These reduced-cost extensions can also take voicemail messages. You may forward these messages by email or retrieve them through the VirtualPBX web portal. Alternatively, you can turn off the voicemail capability to route callers back to the auto-attendant once they hear the mail extension’s message.

User-Assignable Ring Times

A VirtualPBX user can have up to 4 phone numbers associated with their extension. Each number can be set to ring for a different amount of time before the system tries the next number. User-Assignable Ring Times can give support calls a longer ring time than sales calls, for example.

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