Call Flow Setup: Route to External Number with DID Rollback (Business & Afterhours)

Overview

This article outlines how to set up a custom EvoVoice call flow that routes inbound calls to an external number first, and then either:

• Rolls back to a backup DID (during business hours), or

• Rolls back to a voicemail extension (during afterhours), if the external number does not answer.

This flow was based on a request for Commercial West Real Estate and can be adapted for other organizations needing similar logic.

Scenario: Commercial West Real Estate Call Handling

Requirements:

✅ EvoVoice Setup Steps

Step 1: Create Time-Based Routing Rule

1. Go to Flows > Scheduling

2. Define Business Hours and Afterhours (or reuse existing schedule)

3. Assign schedule to your flow entry node

Step 2: Call Routing for Business Hours

1. Use a Time Check Node or Scheduling Node

2. If current time is in Business Hours, proceed to:

   • ➡️ Call Node (External Number): 303-905-3830

   • Set Timeout Behavior to "On No Answer":

     • ➡️ Add another Call Node pointing to internal DID: +17198515995

     • Configure retry/timeout as needed

Step 3: Call Routing for Afterhours

1. From the same Time Check Node:

   • If time is Afterhours, go to:

     • ➡️ Call Node (External Number): 303-905-3830

     • Set Timeout Behavior to:

       • ➡️ Voicemail Node for Extension 5995

🔁 Sample Flow Logic Summary

[Start Node]
     |
     ├── [Scheduling Node: Business Hours]
     |       |
     |       ├── [Call External: 303-905-3830]
     |       |       |
     |       |       └── On No Answer → [Call Internal DID: +17198515995]
     |
     └── [Afterhours]
             |
             ├── [Call External: 303-905-3830]
             |       |
             |       └── On No Answer → [Voicemail: Ext 5995]

⚠️ Important Notes

• Rollback to DID (e.g., from external number → DID like +17198515995) is not standard behavior. Confirm with EvoVoice support if this type of rerouting is supported in your current call infrastructure.

• For voicemail routing, ensure Ext 5995 is active and properly linked to the user or shared mailbox.

• Always test call timeout triggers and confirm each failover path works correctly after deployment.

🛠️ Troubleshooting Tips