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Collaboration, Voice & AV · Advanced

Unity Connection Call Routing Rules

Ordered rules in Unity Connection that decide where direct and forwarded calls are sent based on caller, called number and schedule.

Definition

Direct routing rules handle calls dialed directly to Unity Connection, for example sending known users to sign-in and others to the Opening Greeting. Forwarded routing rules handle calls forwarded from extensions, typically sending them to the user's greeting based on the redirecting number. Rules are evaluated top-down, and the first match applies.

Example

A forwarded routing rule sends calls forwarded from the main number to the Opening Greeting instead of a mailbox.

Exam tip

Direct versus forwarded rules is a common exam distinction; order matters.

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