When you have multiple features active—like Call Forwarding, an IVR (Virtual Attendant), and Business Hours—it can feel like traffic air control. To ensure your callers reach the right place, AVOXI follows a specific hierarchy of operations.
The Call Flow Hierarchy
Think of a call as a series of gates. The system checks these gates in a specific order:
- Block/Allow Lists (Top Priority): If a number is blocked, the call ends immediately before any routing occurs.
- Time-of-Day Routing: The system checks your Business Hours. If you are "Closed," the call is diverted to your after-hours destination (like voicemail) regardless of other settings.
- IVR / Auto-Attendant: If you are "Open," the IVR takes over. It intercepts the call to provide the caller with options (e.g., "Press 1 for Sales").
- Forwarding Rules / User Groups: If no IVR is active, or once a caller selects an option, the call hits your specific forwarding numbers or "Ring Groups."
- Failover (The Safety Net): If the primary forwarding number is busy or goes unanswered, the failover rule kicks in.
Pro Tip: If your IVR isn't picking up, check your Business Hours first! If the system thinks you're "Closed," it will skip the IVR entirely to follow your after-hours instructions.
