Persona Connect: How to Use Route Users (Time-of-Day Routing + Alternate Toggle)

Overview

A Route User is a special system user used to route calls to alternate locations based on time-of-day and manual overrides. Route Users are ideal when you want inbound calls (to a phone number/DID) to follow normal business-hours routing, but also allow a quick toggle to an alternate destination.

• Does not count toward Max Domain Users and does not count against billing
• Typically only visible when viewing System Users
• There are 5 Route Users per Domain (if you need more, contact the Deployment Team: deploy@allegiantnow.com)
• Each Route User can have its own Time Frames
• Do not change Answering Rule priority on Route Users—this can cause unexpected behavior when toggling

How-To: Configure Route Users for Time-of-Day + Alternate Routing

Step 1: Locate the Route User (System Users)

1. In Persona Connect Admin, open Users.
2. Switch the view/filter to show System Users.
3. Identify which Route User you will use (Route User 1–5) and note its extension.

Step 2: Point the Phone Number (DID) to the Route User

1. Go to Phone Numbers (or the area where you manage DIDs/inbound routing).
2. Edit the phone number you want to route.
3. Set the destination to the Route User:
   • If the Route User does not appear in the dropdown, manually type the Route User’s extension and click Save.
4. After saving, confirm the Route User displays as the destination.

Step 3: Configure the Route User’s Answering Rules (Working Hours / Out of Hours / Alternate)

Now that calls land on the Route User, you will control routing using the Route User’s Answering Rules and Time Frames.

1. Open the selected Route User.
2. Go to Answering Rules.
3. Create/confirm the following rules and Time Frames (naming may vary by your environment):
   • System_WorkingHours (business hours)
   • System_OutOfHours (outside business hours)
   • System_Alternate (alternate route used when toggled)
4. Set destinations for each Answering Rule as needed (examples):
   • System_WorkingHours → Main queue / receptionist / auto attendant
   • System_OutOfHours → After-hours menu / voicemail / on-call
   • System_Alternate → Emergency line / alternate site / overflow queue
5. Ensure the Time Frame logic allows System_Alternate to take effect when enabled:
   • System_Alternate should apply when System_WorkingHours is disabled, and it must be outside the System_OutOfHours Time Frame.

Step 4: Toggle the Alternate Route (Time Frame Toggle Codes)

To toggle the alternate routing, you dial a feature code that enables/disables the Route User’s System_WorkingHours Answering Rule. When System_WorkingHours is disabled during working hours, calls can fall through to System_Alternate (until System_OutOfHours becomes active).

Route User Toggle Codes

1. Dial the appropriate code (example: *8381 for Route User 1).
2. Listen for the system recording confirming the rule is enabled or disabled.
3. Test by calling the inbound number and confirming calls route to:
   • Working Hours destination when enabled
   • Alternate destination when Working Hours is disabled (during Working Hours timeframe)
   • Out of Hours destination when Out of Hours timeframe is active

Troubleshooting

Route User does not appear in the destination dropdown

• Route Users are System Users and may not show in standard dropdowns.
• Fix: Manually type the Route User’s extension into the destination field and Save.

I can’t find or edit the Route User’s Time Frames

• Time Frames are owned by the user.
• Fix: Use Masquerade or Search User Time Frames as an administrator to view/edit the Route User’s Time Frames.

Toggling doesn’t send calls to the Alternate destination

• Confirm the correct toggle code was used for the correct Route User.
• Confirm you heard the confirmation recording (enabled/disabled).
• Verify System_Alternate is set up to apply when System_WorkingHours is disabled, and that it is outside the System_OutOfHours Time Frame.
• Do not change the priority order of Route User Answering Rules.

Calls still route incorrectly after changes

• Re-test during a known time window (Working Hours vs Out of Hours) to confirm Time Frame boundaries.
• Verify the DID/inbound number is still pointed to the correct Route User.
• Confirm the destinations for each Answering Rule are correct and saved.

FAQ

Do Route Users count against licensing/billing?

No. Route Users do not count toward Max Domain Users and do not count against billing.

How many Route Users are available per domain?

There are 5 Route Users per domain. If additional Route Users are needed, contact the Support and more can be created as needed.

What exactly does the toggle code change?

The toggle code enables/disables the Route User’s System_WorkingHours Answering Rule. When disabled during working hours, calls can route to the configured System_Alternate destination until the System_OutOfHours Time Frame becomes active.

Can each Route User have different hours?

Yes. Each Route User can have its own Time Frames specified.

Need More Help?

If you need further assistance, contact our support team at support@allegiantnow.com / (913) 599-6900 or select the button below to visit our portal:

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