---
title: How to Set Up Call Routing for a Number (Hours, Ring Groups and Voicemail)
description: "Route incoming calls in Engage: opening hours, ring targets and voicemail, configured per number under Call Configurations."
---

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# How to Set Up Call Routing for a Number (Hours, Ring Groups and Voicemail)

## Route incoming calls in Engage: opening hours, ring targets and voicemail, configured per number under Call Configurations.

Call routing decides what happens when your clinic’s number rings: who it rings, for how long, what happens out of hours, and when voicemail steps in. This article shows you where those rules live.

**Step 1: Open Call Configurations**

Click the **Settings** cog in the icon rail, choose **Calls**, and open the **Call Configurations** tab. You can also jump straight there with the **Set up call routing** quick link on the panel’s intro card. Each of your numbers has its own configuration.

![The Call Configurations tab of the Calls channel settings in Engage.](https://support.pabau.com/hubfs/engage-kb-v2/recon-calls-configurations.png)

**Step 2: Decide the Building Blocks**

A number’s routing is built from three questions:

- **When are you open?** Opening hours split routing into in-hours and out-of-hours behaviour.
- **Who should ring?** In-hours calls ring the teammates you choose — everyone at once or in order.
- **What if nobody answers?** Voicemail catches the rest — or your AI receptionist does, if enabled, and books the caller in itself.

**Step 3: Test It**

Call your own number: in hours it should ring the right people; out of hours it should go to voicemail (or the AI). The result of every test appears in the **Calls** tab, so you can verify the path each call took.

**NOTE:** Reports shows where unanswered rings ended up — answered by the AI receptionist, left a voicemail, in or out of hours — under **Reports → Voice → When you couldn’t pick up**.

**TIP:** Need a "press 1 for bookings" menu in front of the routing? That is an IVR — see our **How to Set Up a Call Menu (IVR) in Engage** article.

---

 

**Related Articles**

We suggest reading our [How to Use Voicemail in Engage](https://support.pabau.com/en/pabau2/how-to-use-voicemail-in-engage?hsLang=en) article next.

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