How do I route a phone number in the admin portal?

Tell the system where to send callers who dial a specific phone number. Incoming calls to a phone number can be directed to the direct extension of a dial plan, ring group, shared voicemail, virtual fax, conference bridge, call queue, specific user's extension, or to another phone number in your account.

Important: Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new GoTo Admin. Choose your current admin experience for the applicable steps on this topic.

GoTo Admin

If you're an admin who signs in at https://admin.goto.com, these steps are for you.

Route a phone number

Before you begin:

You must be assigned an Admin or Super admin role to perform this task.
If you want to direct incoming calls to a dial plan, you must create the dial plan first and verify all of its nodes are complete and connected.
If you are directing calls to a user's direct extension, you must set up that extension prior to routing and verify it is assigned to a user as a primary extension.

Sign in to GoTo Admin.
From Phone system > Phone numbers, select the number that you need to route.
To route a number for the first time:
1. Go to Phone system > Phone numbers and then select Configure in the Route to column by the number you need to route.
2. Choose the desired extension or phone number destination.
3. Select Save.
To re-route a number:
1. Go to Phone system > Phone numbers and select the number that you need to reroute.
2. From Settings > Call routing > Route calls to, select Extension or Phone Number from the first drop-down menu, and then select the specific extension or phone number from the second drop-down menu.
3. Select Reroute on the top right.
Select Save.

PBX Administration (classic)

If you're an admin who signs in at https://my.jive.com/pbx, these steps are for you.

Route a phone number

Before you begin:

You must be assigned an Admin or Super admin role to perform this task.
Make sure you set up the phone number’s destination extension first. For example, if routing the phone number to a line, verify it has a device profile. If using a dial plan, verify all of its nodes are complete and connected.

Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
Select Phone Numbers in the left navigation menu and then select the phone number that you need to route.

Tip: You can also select to edit the phone number in-line.
From General > Behavior, choose Extension or Another phone number on this system and then choose the desired destination.
You can direct a phone number to any extension type in the system including lines, ring groups, conference bridges, call queues, dial plans, shared voicemail boxes, and virtual fax machines.
Select Save.

Article last updated: 12 May, 2023