Included Free — with every virtual number plan
🔀 Smart Call Routing
Call queues, ring groups, time conditions and 13 dynamic forwarding modes — all included at no extra cost with every PBXme virtual number.
Four Routing Tools Working Together
PBXme provides four routing mechanisms that work together to ensure every call reaches the right person — at any hour, from any device.
Call Queues
Callers wait in queue in order of arrival with on-hold music. Agents retrieve the next caller by dialing the queue number from their SIP device. Suitable for customer service teams, sales centers, and any environment with multiple agents.
- Custom on-hold music
- Queue position announcements for callers
- Routing to voicemail if no agents are available
- Unlimited concurrent callers in queue — no per-queue fees
Ring Groups
Ring multiple extensions simultaneously (Simultaneous) or in sequence (Sequential) — whoever answers first receives the call. You can combine internal SIP extensions and external PSTN numbers in the same group.
- Simultaneous ring — all destinations ring at once
- Sequential ring — destinations ring one after another
- Mix SIP extensions and PSTN numbers in one group
- Unlimited groups and unlimited members per group
Time Conditions
Define routing rules by day of week and time of day. For example: Monday–Friday 9:00–18:00 → IVR; outside hours → voicemail; weekends → after-hours message. Every setting takes effect immediately — no manual switching required.
- Rules defined by day of week and hour range
- Separate routing for in-hours and out-of-hours
- Combine with IVR for holiday or special-hours messages
Dynamic Forwarding — 13 Modes
Change the forwarding destination of any number in real time from the portal, via API, or using feature codes from your phone. Every change takes effect immediately — no hardware changes or downtime required.
| Forwarding Mode | Description |
|---|---|
| Extension | Forward to an internal SIP extension |
| External Number (PSTN) | Forward to any mobile or landline worldwide |
| Voicemail | Forward directly to voicemail |
| IVR | Forward to a voice menu / auto attendant |
| Call Queue | Place caller in a managed inbound queue |
| Ring Group | Ring multiple extensions simultaneously or sequentially |
| Conference Room | Immediate connection to a conference room |
| Blind Transfer | Transfer without confirmation |
| Attended Transfer | Agent checks before connecting the caller |
| Bot / AI System | Connect to a WebSocket or API endpoint |
| Business Hours | Route according to a defined time schedule |
| Not Registered | Route if no SIP extension is registered |
| CallerID | Set outbound Caller ID |
| DND (Do Not Disturb) | Reject all calls; callers hear busy or go to voicemail |
| Custom Dial Plan | Advanced routing rule using account-level dial plan configuration |
Frequently Asked Questions
Are call queues free on PBXme?
Yes. Call queues are included at no extra cost with every virtual number plan. There are no per-queue or per-seat charges.
Can I mix SIP extensions and external phone numbers in a ring group?
Yes. Ring groups support any combination of SIP extensions and PSTN numbers (mobile or landline) in any country.
Can I change the forwarding destination in real time?
Yes. Via the portal, API, or feature codes from your phone — the change takes effect immediately, no downtime required.
Is time-based routing included free?
Yes. Time conditions are included free with every PBXme virtual number plan.
Can I connect a call routing destination to an AI system?
Yes. The Bot / AI System forwarding mode connects incoming calls to a WebSocket or API endpoint, making it straightforward to integrate with AI voice agents.