Call Routing Overrides let you temporarily change how calls are handled for a specific extension. This is helpful when your office is closed unexpectedly, closing early, forwarding calls to another location, or opening outside of normal business hours.
You can use an override to:
Close the office for a specific day
Close for the rest of the current day
Forward calls to another location for a short period of time
Temporarily open the office outside of your regular schedule
Where to Find Call Routing Overrides
Web App
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.
Desktop 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.
Before you Begin
Locate the Call Routing extension you want to update, then click Override to open the override panel.
From there, you can choose how calls should be handled by selecting one of these options:
Forward Calls
Send to Voicemail
Scenario 1: Close the office for a specific day
Use this option when you know your office will be closed on an upcoming date, such as this Friday.
Steps
Click Override for the Call Routing extension you want to update.
In the override panel, choose either:
Forward Calls, or
Send to Voicemail
Set the call flow based on how you want calls handled while the office is closed.
In the Override For field, select Custom Duration.
Enter a name for the override, such as Break Day.
Select the Start date for the day your office will be closed.
Turn on the All Day toggle.
Click Save Override.
Example: If your office will be closed this Friday, choose that Friday as the start date and mark the override as All Day.
Scenario 2: Close the office for the rest of the day
Use this option when your office needs to stop taking calls for the remainder of the current day.
Steps
Click Override for the Call Routing extension you want to update.
In the override panel, choose either:
Forward Calls, or
Send to Voicemail
Set the call flow based on how you want calls handled.
In the Override For field, select All Day (Today).
Click Save Override.
This option applies only to the rest of the current day.
Scenario 3: Forward calls to another location for one hour
Use this option when calls need to be temporarily routed to another office or location.
Steps
Click Override for the Call Routing extension you want to update.
In the override panel, select Forward Calls.
In the Forward To field, enter or select the call group extension number for the other location.
In the Override For field, select Next 1 Hour.
Click Save Override.
This is useful for short-term coverage when another location is available to answer calls.
Scenario 4: Open the office for a couple of hours on the weekend
Use this option when your office is normally closed, but you want to temporarily take calls during special weekend hours.
Steps
Click Override for the Call Routing extension you want to update.
In the override panel, select Forward Calls.
In the Forward To field, select the call group extension number for your current location.
In the Override For field, select Custom Duration.
Enter a name for the override, such as Audit Day.
Set the Start date and time for when you want the office to begin taking calls.
Set the End date and time for when you want the office to stop taking calls.
Click Save Override.
This allows you to temporarily “open” your phones outside of your standard schedule.
Tips for using Overrides
Use Send to Voicemail when your office is unavailable, and you want callers to leave a message.
Use Forward Calls when another team or location should answer on your behalf.
Name your override clearly so it is easy to recognize later.
Double-check the selected date and time before saving, especially when using Custom Duration.