Overrides allow your practice to temporarily change how incoming calls are handled—without permanently updating your call routing setup.
This is helpful for situations such as staff meetings, unexpected closures, holidays, or short-term call redirection.
Where to Find Call Routing Overrides
You can manage overrides from the Call Routes & Overrides section in:
The Web App (Soft Dialer / Call Center Settings)
From the bottom navigation bar, click Calls.
In the Call Directory, click Settings.
Under Settings, select Call Routes & Overrides.
Locate the extension you want to update.
Click Override next to that extension.
The Desktop (Electron) App
Open the PbN Desktop App.
Click the Call Center icon from the sidebar navigation.
In the Call Directory, click Settings.
Under Settings, select Call Routes & Overrides.
Find the extension you want to modify.
Click Override next to that extension.
What You’ll See
In this section, you’ll be able to view:
A list of your Call Routing extensions
The currently active schedule and call flow
Any upcoming or active overrides
Understanding Override Status
No Override Scheduled
If no override is set, you’ll see the option to Add Override.
Upcoming Override
If an override is scheduled for a future time, you’ll see:
Start and end time
Selected call flow
Time remaining until the override begins
Options to Edit or Delete the override
Active Override
If an override is currently in effect, you’ll see:
An ACTIVE tag to indicate the override schedule is currently in effect
Override start and end time
The override call flow
The dormant call routing schedule that will resume after it ends
Options to Edit or Delete the override
How to Add or Edit an Override
Click Add Override or Edit Override next to a call routing extension.
This opens the override panel.
Override Options
You can choose how calls are handled during the override:
Option 1: Forward Calls (Default)
Send all incoming calls to:
A user extension
A call group
A 10-digit external number
Steps:
Select Forward Calls To
Choose or enter a destination:
Enter a 10-digit number
Select a call group
Select a user extension
Set the override duration
Click Create Override
Option 2: Send Calls to Voicemail
Send all incoming calls directly to voicemail.
Steps:
Select Send to Voicemail
Choose a mailbox
(Optional) Enable Play a New Greeting to upload a custom message
Set the override duration
Click Create Override
Setting the Override Duration
Use the Override For field to define how long the override will be active.
Quick Options
1 hour (default)
2 hours
3 hours
Additional preset durations
Custom Duration
You can also set a custom schedule:
Enter a name for the override
Select a start date and time
Select an end date and time
Additional Options
All Day (Future Date): Override for an entire selected day
All Day (Today): Override for the remainder of the current day
After You Create an Override
Once saved:
The override will appear in the Call Routes & Overrides section
It will activate based on the selected time
Your call routing will automatically return to normal once the override ends
