Call Flow Priority

The order in which SIPcity applies inbound call features, and how to adjust it.

Call Flow Priority is a hierarchical structure that controls how the Cloud PBX processes and routes inbound calls through various features.

Understanding Call Flow Priority is essential when configuring how your Cloud PBX handles incoming calls. Here’s how it works:

  • Every inbound call arrives at your number.

  • The Cloud PBX steps sequentially through each feature to determine whether the call can proceed to the next function.

  • Post-Dialling: After a call is handled by an initial feature, it can be transferred to a second feature. For example, an Auto Attendant can post-dial to a Call Forward once it finishes playing its message.

Call Flow Priority rules are processed in the following order:

  1. Call Rejection

  2. Conference

  3. Auto Attendant > Call Forward > Voicemail

  4. Agent Call Queuing > Call Forward > Voicemail

  5. Do Not Disturb > Call Forward > Voicemail

  6. Call Screening > Call Forward > Voicemail

  7. Call Forward > Call Forward > Voicemail

  8. Simultaneous Ring > Call Forward > Voicemail

  9. Hunt Groups > Call Forward > Voicemail

  10. Voicemail

  11. Time Zones

Post-Dialling

Features 3 through 9 in the Call Flow Priority (Auto Attendant through to Hunt Groups) can be configured to post-dial to either the Call Forward or Voicemail after the call has been received.

The Auto Attendant is the primary incoming call feature and can be set up to post-dial any of the calling features below it in the priority list.