Routing & IVR • Updated April 15, 2026
Build inbound routing and IVR paths in CallOrbit
Structure queues, routing targets, and fallback paths so callers reach the right place on the first attempt.
Audience: Operations leads designing customer call journeys. This guide focuses on operational setup inside the CallOrbit platform.
Control call flows, queues, destinations, and fallback handling in CallOrbit.
- Create reusable routing destinations for queues, extensions, SIP endpoints, and forward targets.
- Map IVR options to those destinations and define after-hours or overflow behaviour.
- Test the live route end to end before publishing changes to production traffic.
Who this guide is for
Audience: Operations leads designing customer call journeys.
Control call flows, queues, destinations, and fallback handling in CallOrbit.
Use this guide when you want the setup to be correct the first time and easy for another admin, manager, or supervisor to verify later.
What this workflow helps you accomplish
Structure queues, routing targets, and fallback paths so callers reach the right place on the first attempt.
This workflow matters because numbers, routing, access, and reporting in CallOrbit are connected. Skipping one setup detail usually creates avoidable support work later.
- Step 1: Create reusable routing destinations for queues, extensions, SIP endpoints, and forward targets.
- Step 2: Map IVR options to those destinations and define after-hours or overflow behaviour.
- Step 3: Test the live route end to end before publishing changes to production traffic.
Setup checklist
- Create reusable routing destinations for queues, extensions, SIP endpoints, and forward targets.
- Map IVR options to those destinations and define after-hours or overflow behaviour.
- Test the live route end to end before publishing changes to production traffic.
Operational follow-up
After you complete this flow, confirm the live experience from both the agent and customer side so ownership, routing, permissions, and reporting all match what the workspace expects.
If your team is rolling this out across multiple users, queues, or phone numbers, pair this article with the broader knowledge base and the relevant routing or numbers guides to keep deployment consistent.
- What is the CallOrbit Knowledge Base for? — It is the public help hub for how CallOrbit works, covering numbers, webphone setup, SIP, extensions, routing, users, roles, and billing basics.
- Can customers read this without signing in? — Yes. The Knowledge Base now lives on a public route so customers can read setup guidance before or after they enter the portal.
- Does the portal still have its own Knowledge Base page? — No. The signed-in portal navigation no longer carries a separate Knowledge Base page, and the old portal path now redirects to this public version.