Creating Routing Lists

Routing Lists control what happens to incoming calls—where they ring, in what order, and what should happen if a call isn’t answered. You can set up simple call flows (ring your desk, then voicemail) or more advanced ones (ring multiple locations, then transfer to another extension).

Routing Lists are often paired with Call Rules, which determine when to use a specific routing list. (See: Call Rules article.)

Accessing Routing Lists

1. Open the Wave ViewPoint software.

2. In the left navigation pane, select Configuration > Routing Lists.

3. You will see a list of your available Routing Lists (by default, most users only have “Standard”).
   
   
   

Creating a New Routing List

1. Click New and choose Routing List Editor.
   

2. Enter a name for your new Routing List.

3. The editor will open, allowing you to define Actions and If Not Answered/Busy behavior.
   
   
   

Adding Actions (Call Flow Steps)

1. Click New Action.
   

2. Choose from the following options:

   • Call Primary Device – rings your desk phone.

   • Call Another Location – rings an external number (such as a cell phone).

   • Call Group – rings a defined group of extensions.

   • Play Greeting – plays a message without ringing a phone.

3. Reorder actions using the Up/Down arrows to set the sequence.
   
   
   

If Not Answered or Busy

At the bottom of the editor, configure what should happen if none of the actions pick up:

• Take a Message – sends the caller to voicemail.

• Hang Up – disconnects the call.

• Prompt to Hang Up – instructs the caller to disconnect.

• Transfer to Extension – forwards to another staff extension.

• Transfer to External Number – sends to an outside line (e.g., cell phone).

• Transfer to Other Voicemail – sends to a different mailbox.

• Pause and Repeat – cycles through the list again.

You can also select a specific Greeting to play (for example, your after-hours message).

Making a Routing List Active

• To use your new Routing List, either:

  • Set it as your default by checking “Use this routing list as the default for incoming calls.”

  • Or reference it inside a Call Rule to apply it under certain conditions (e.g., after business hours).
    
    
    

Notes

• Routing Lists are about what happens with calls.

• Call Rules are about when to apply a specific Routing List.

• Most users will only need simple routing (e.g., ring desk, then voicemail), but advanced setups (ringing multiple devices) are possible.