Call routing
Routing that follows your working week
A short, ordered list of rules decides what every caller meets. Read it top to bottom and you can see your entire phone system at a glance.
First match wins, and you can see the order
Your rules are checked from the top. The first one whose days and hours cover the moment the call arrives is the one that runs, and nothing below it is considered. Reorder them with the arrows; there is no hidden precedence to reason about.
- Pick any days of the week, and a start and end time — or leave it open-ended
- Times follow the timezone and 12- or 24-hour format you set once
- Turn a rule off without deleting it, for the weeks you do not need it
- Each of your numbers gets its own schedule
When
Mon–Fri · 9:00–13:00
Then
Phone menuWhen
Mon–Fri · 13:00–18:00
Then
Ring the teamWhen
After hours & weekends
Then
VoicemailWhen
Bank holidays
Then
VoicemailRing everyone, or one person at a time
A rule either rings people or hands the caller to a phone menu. When it rings, you choose who and in what shape.
- Parallel rings the whole group at once — first to pick up gets the call
- Sequential tries one person, then the next, on the timeout you set
- The sequential order is the order of members inside the group, set on your Team page
- Groups are yours to name — Sales, Support, the two people who handle accounts
Calls try each person in this order, top to bottom.
Public holidays, handled without you
Turn on the holiday calendar for your country and every public holiday skips your schedule and goes straight to voicemail. It sits above every rule because it beats every rule, which is exactly how it behaves.
Nothing falls off the end
If no rule matches, or a ring goes unanswered, the caller reaches the voicemail greeting you chose. That catch-all is always there and cannot be deleted, so a caller can never reach a dead end.
Your number only ever rings your team
A TelPal number rings people signed in to your account, and nothing else. It cannot be forwarded to a mobile, a landline or any outside number — not by you, not by us, not by a misconfigured rule. That is a property of how routing is built rather than a setting, and it is why your business number can never quietly become a bridge to someone's personal SIM.
Questions about routing
As many as your week actually needs. Most teams run three or four — office hours, lunch, out of hours, and a phone menu for busy periods.
Parallel rings everybody in the group at the same time and the first person to answer takes the call. Sequential rings one member, waits for your timeout, then moves to the next. Parallel is faster to answer; sequential is better when one person should get first refusal.
Reorder the members inside the group on your Team page. That order is the ring order — there is no separate sequence to maintain.
No. TelPal rings people signed in to your account on their devices, never an outside phone number. Your mobile rings through the TelPal app instead, which is what keeps the call on your business number rather than your personal one.
You choose, between 20 and 40 seconds, per rule. Twenty seconds is the default and is about five rings.
Only admins can. Members see the same screen read-only, so they can check where calls are going without being able to change it.
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