Understanding Call Flow Priority in VoIP PBX Routing
A well-structured call flow priority system ensures that every inbound call to your PBX is handled consistently, efficiently, and according to your business logic. This hierarchical call-handling model defines the exact sequence the CloudPBX uses to route, forward, or reject incoming calls.
How to Navigate Inbound Call Routing Logic
When a call hits your number, the PBX evaluates a predefined priority list to determine which features should take effect. If the current feature does not answer or resolve the call, the system moves to the next.
This ensures critical rules like Do Not Disturb or Call Rejection are enforced first, while fallback actions like Voicemail are used only after other options have been exhausted.
Call Flow Priority Order
Each inbound call is processed in the following priority sequence:
| Priority | Feature | Function |
|---|---|---|
| 1️⃣ | Call Rejection | Instantly blocks the call—no further features are processed. |
| 2️⃣ | Conference | Routes the call directly to a conference room. |
| 3️⃣ | Auto Attendant | Provides an IVR menu and can forward calls if no input is received. |
| 4️⃣ | Agent Call Queuing | Places the call in a queue for available agents. |
| 5️⃣ | Do Not Disturb | Skips ringing and redirects the call to fallback options. |
| 6️⃣ | Call Screening | Verifies callers before routing the call. |
| 7️⃣ | Call Forwarding | Forwards to a preset number or device. |
| 8️⃣ | Simultaneous Ring | Rings multiple destinations at once. |
| 9️⃣ | Hunt Groups | Tries multiple agents in a predefined order. |
| 🔟 | Voicemail | Captures the call when all other options are bypassed. |
| 1️⃣1️⃣ | Timezones | Applies time-based rules to accept or reject calls. |
Configure Post-Dial Actions
Features ranked from 3 to 9 can be configured with post-dial logic, allowing calls to continue down the flow if unanswered.
Example:
Auto Attendant → No input → Call Forward → Not answered → Voicemail.
This flexibility ensures a seamless experience for callers and reduces the likelihood of missed calls.
Why Call Flow Priority Matters
- Maintains a consistent caller experience
- Supports advanced routing scenarios
- Enables precise control over busy hours, agent availability, and fallback routing
- Ensures legal or compliance-based rejections (e.g., restricted timezones or DND) are enforced immediately
