Glossary / Call Routing and Features
🔀 Call Routing and Features covers the tools your Cloud PBX uses to direct, manage, and enhance phone calls. This section contains 34 terms, from auto-attendants and IVR menus to call parking, presence indicators, and feature codes.
On this page: IVR · Auto-Attendant · ACD · Call Queue · Call Routing · Time-Based Routing · Least Cost Routing · Geographic Routing · Skills-Based Routing · Call Forwarding · Call Transfer · Blind Transfer · Attended Transfer · Call Parking · Call Pickup · Call Hold · Music on Hold · Call Recording · Do Not Disturb · BLF · Speed Dial · Caller ID Spoofing · Call Screening · Call Whisper · Call Barge · Silent Monitoring · Find Me/Follow Me · Distinctive Ring · Callback/Automatic Callback · Night Mode · Dial Plan · Feature Codes/Star Codes · Presence · Click-to-Call
IVR (Interactive Voice Response)
A system that plays pre-recorded voice menus and lets callers make choices by pressing keys on their phone (or speaking). For example, "Press 1 for Sales, Press 2 for Support." The IVR routes the call to the right person or department without a human receptionist. Modern Cloud PBX systems let you build IVR menus from a web interface with drag-and-drop tools.
Related: Auto-Attendant · Call Queue · Deployment
Auto-Attendant
A simpler version of IVR that answers incoming calls automatically and offers a menu of options. It acts as a virtual receptionist: it greets the caller, presents choices, and transfers the call. The difference from IVR is that an auto-attendant typically handles basic routing only, while IVR can include complex logic, database lookups, and multiple menu levels.
Related: IVR · Night Mode · Dial Plan
ACD (Automatic Call Distribution)
A system that distributes incoming calls among a group of agents based on predefined rules. It is the engine behind call centres and support teams. ACD can route calls based on agent availability, skill level, longest idle time, or round-robin order. It works together with call queues to manage high call volumes.
Related: Call Queue · Skills-Based Routing · CCaaS
Call Queue
A virtual waiting line for incoming calls. When all agents or extensions in a group are busy, new callers are placed in a queue and hear hold music or announcements. Calls are answered in order (first in, first out) or based on priority rules. The queue shows callers their position and estimated wait time on many systems.
Related: ACD · Music on Hold · Contact Centre
Call Routing
The process of directing an incoming call from the caller to the correct destination. Routing rules can be based on the number dialled, the time of day, the caller's location, or the skills of available agents. Call routing is the core function that makes a PBX useful: it ensures every call reaches the right person or team.
Related: Time-Based Routing · Geographic Routing · Dial Plan
Time-Based Routing
A call routing rule that changes the destination based on the time of day or day of the week. For example, calls during business hours go to the office, calls after 18:00 go to voicemail, and calls on weekends go to an on-call mobile. This is one of the most commonly used routing rules in Cloud PBX systems.
Related: Call Routing · Night Mode · Voicemail
Least Cost Routing (LCR)
A routing method that automatically selects the cheapest available trunk or carrier for each outbound call. The system compares rates from multiple SIP trunk providers and chooses the lowest-cost option for the destination number. LCR is most useful for businesses that make many international calls.
Related: Call Routing · Dial Plan · SIP Trunk
Geographic Routing
A call routing rule that directs calls based on the geographic location of the caller. The system reads the caller's area code or country code and routes accordingly. For example, a Luxembourg company might route +352 calls to the local team and +49 calls to the German-speaking team.
Related: Call Routing · Skills-Based Routing
Skills-Based Routing
A routing method that matches incoming calls to agents who have specific skills. For example, a French-speaking caller is routed to an agent tagged with "French," or a billing question goes to an agent tagged with "Billing." This reduces transfers and improves first-call resolution.
Related: ACD · Call Queue · Presence (UC)
Call Forwarding
A feature that redirects incoming calls to another number. You can forward calls to a mobile phone, another extension, or an external number. There are several types: unconditional (always forward), busy (forward when the line is in use), no answer (forward after a set number of rings), and not reachable (forward when the device is offline).
Related: Find Me/Follow Me · FMC
Call Transfer
Moving an active call from one person to another. There are two main types: blind transfer (immediate) and attended transfer (with introduction). Call transfer is one of the most basic and frequently used PBX features in any office environment.
Related: Blind Transfer · Attended Transfer
Blind Transfer
A call transfer where you send the caller to another extension without speaking to the recipient first. You press the transfer button, dial the target extension, and hang up. The caller hears ringing and waits for the other person to answer. It is fast but risky: if the recipient does not answer, the caller may end up in voicemail.
Related: Attended Transfer · Call Transfer
Attended Transfer
A call transfer where you first speak to the recipient before connecting the caller. You put the caller on hold, call the target extension, explain who is calling and why, and then connect the two parties. This gives the recipient context and ensures the caller is not sent to someone unavailable.
Related: Blind Transfer · Call Transfer · Call Hold
Call Parking
A feature that places a call on hold in a shared "parking lot" so that any phone in the office can pick it up. You park the call on a parking slot (e.g., slot 71), announce it over a speaker or chat, and a colleague retrieves it by dialling that slot number. Call parking is useful in offices where people move between desks.
Related: Call Pickup · Call Hold
Call Pickup
A feature that lets you answer a call ringing on another phone nearby. Instead of running to the ringing phone, you dial a pickup code (e.g., *8) on your own phone to answer it. Call pickup can be configured for specific groups, so you only pick up calls from your own team.
Related: Call Parking · BLF · Feature Codes/Star Codes
Call Hold
A feature that pauses an active call so you can perform another action, such as consulting a colleague or looking up information. The caller hears silence or music on hold. You can resume the call by pressing the hold button again. Most desk phones have a dedicated hold button.
Related: Music on Hold · Call Parking · Attended Transfer
Music on Hold
Audio played to callers while they wait on hold or in a queue. It can be background music, recorded messages, or a combination. Businesses often use hold time to share announcements, promote services, or simply reassure the caller that they are still connected. Cloud PBX systems let you upload custom audio files.
Related: Call Hold · Call Queue
Call Recording
A feature that records phone conversations and stores them as audio files. Recordings can be used for training, quality assurance, compliance, or dispute resolution. Cloud PBX systems typically store recordings in the cloud with search and playback tools. In the EU, you must inform callers before recording and comply with GDPR rules.
Related: Regulatory · AI Transcription
Do Not Disturb (DND)
A phone status that blocks incoming calls from ringing your device. Callers hear a busy tone or are sent directly to voicemail. DND is useful during meetings, focused work, or after hours. You can toggle it on and off from your phone, softphone, or web portal. Some systems let you set DND schedules automatically.
Related: Presence · Voicemail · Call Forwarding
BLF (Busy Lamp Field)
A light indicator on your desk phone that shows the status of other extensions. A green light means available, red means busy or on a call, and flashing may mean ringing. BLF buttons let receptionists and team leads see at a glance who is available before transferring a call. They are configured in the phone's web interface.
Related: Presence · Speed Dial · Call Pickup
Speed Dial
A shortcut that lets you call a frequently used number by pressing a single button or a short code. On desk phones, speed dial buttons can be combined with BLF so the button both shows the contact's status and dials them with one press. Cloud PBX systems let you configure speed dials from a web portal.
Related: BLF · Feature Codes/Star Codes
Caller ID Spoofing
The practice of deliberately changing the caller ID displayed to the recipient. While there are legitimate uses (e.g., displaying your company's main number instead of a direct extension), spoofing is also used for fraud and spam calls. Regulations in many countries restrict spoofing, and standards like STIR/SHAKEN are designed to detect it.
Related: STIR/SHAKEN · Call Screening · Regulatory
Call Screening
A feature that identifies or filters incoming calls before you answer. The system may play the caller's name, show their number, or check the number against a blocklist. You can then choose to accept, reject, or redirect the call. Call screening helps reduce unwanted calls and gives you control over interruptions.
Related: Caller ID Spoofing · Do Not Disturb · IVR
Call Whisper
A supervisor feature that lets a manager speak to an agent during a live call without the caller hearing. The supervisor's voice is played only to the agent's earpiece. This is used for coaching and real-time guidance during sales or support calls. The caller is completely unaware that a third person is listening and advising.
Related: Call Barge · Silent Monitoring · Contact Centre
Silent Monitoring
A supervisor feature that lets a manager listen to a live call without the agent or the caller knowing. It is used for quality assurance and training. The supervisor hears both sides of the conversation but cannot speak. In the EU, employees must typically be informed that monitoring may occur, even if the specific call is not announced.
Related: Call Whisper · Call Barge · Call Recording
Find Me/Follow Me
A call forwarding strategy that tries multiple numbers in sequence or simultaneously until someone answers. For example, ring your desk phone for 4 rings, then your mobile for 4 rings, then your home office. "Find Me" tries numbers one after another; "Follow Me" rings multiple devices at the same time.
Related: Call Forwarding · FMC
Distinctive Ring
A feature that assigns different ring tones to different types of incoming calls on the same phone. For example, internal calls ring with a short double ring, external calls ring with a long single ring, and priority calls ring with a special pattern. This lets you identify the type of call before looking at the screen.
Related: Call Routing · BLF
Callback/Automatic Callback
A feature that lets callers request a return call instead of waiting in a queue. The system records their number, holds their place in line, and automatically dials them back when an agent becomes available. This improves the caller's experience and reduces abandoned calls during peak times.
Related: Call Queue · ACD
Night Mode
A routing profile that activates outside business hours. When night mode is on, calls are handled differently: they may go to voicemail, play a recorded message with your business hours, or forward to an after-hours answering service. Night mode can be triggered manually (a button on the phone) or automatically by a time schedule.
Related: Time-Based Routing · Auto-Attendant · Voicemail
Dial Plan
A set of rules that tells the PBX how to interpret and route dialled numbers. The dial plan defines what happens when someone dials 0 (outside line), 9 (emergency), a 4-digit internal extension, or a full international number. It is the "brain" of call routing: every outgoing and internal call passes through the dial plan.
Related: Call Routing · Least Cost Routing · Feature Codes/Star Codes
Feature Codes/Star Codes
Short dial codes (usually starting with or #) that activate phone features from the keypad. Examples: 72 to enable call forwarding, 8 to pick up a ringing call, 67 to hide your caller ID. Each PBX system has its own set of feature codes. Cloud PBX providers publish a list of available codes in their documentation.
Related: Speed Dial · Call Pickup · Call Forwarding
Presence
A real-time status indicator that shows whether a colleague is available, busy, on a call, away, or offline. Presence information appears on desk phones (via BLF lights), softphones, and collaboration apps. It helps you decide whether to call, transfer, or message someone. Presence is a key building block of unified communications.
Related: BLF · Do Not Disturb · Presence (UC)
Click-to-Call
A feature that lets you start a phone call by clicking a phone number on your computer screen. You click the number in a web page, CRM, or email, and your desk phone or softphone automatically dials it. Click-to-call saves time and reduces dialling errors. It requires integration between your browser or application and your PBX.
Related: Softphone · CRM Integration
Related Sections
🔗 Voicemail and Messaging — Voicemail, transcription, and fax over IP
💬 Unified Communications — UCaaS, video, chat, and contact centres
📡 SIP Trunking — How your PBX connects to the telephone network
🏗️ Deployment and Infrastructure — Hosting, failover, and integrations
📅 Ready to explore Cloud PBX for your business?
Start with the provider comparisons or feature guides. If you want expert help, book a short call with a consultant.
Made with Bullet