Documentation Index
Fetch the complete documentation index at: https://portaldocs.peartelco.app/llms.txt
Use this file to discover all available pages before exploring further.
Overview
The Inbound Call Routing page is where you take manual control of your phone system. You can redirect calls away from their normal destination instantly, without touching any schedule or waiting for anything to take effect.
Go to Inbound Call Routing in the left menu to open it.
How routing works on your site
When the page loads, a banner at the top tells you which routing style your site uses:
| Banner | What it means |
|---|
| Scheduled routing | Calls follow a time-based schedule automatically |
| Manual routing | You pick the active destination manually, no schedule |
| Combined routing | Both — the schedule runs automatically, but you can override the destination any time |
Scheduled Routing
This section shows the time-based schedules configured for your site. You do not need to touch this in day-to-day use — the schedule runs automatically.
The card shows you what each schedule does:
- During scheduled hours — where calls go when the practice is open (for example, Reception)
- Outside scheduled hours — where calls go after hours (for example, an after-hours message)
Bypass Schedule
If you need to force calls to always go to the open-hours destination — regardless of the time — click Bypass Schedule. This is useful when you are open outside your normal hours and do not want callers to hear the after-hours message.
To restore normal automatic scheduling, click Restore Schedule.
Manual Call Flow
This is where you switch the active mode for your phone system. The green banner shows which mode is currently active.
All inactive modes appear as clickable cards below the banner. Click any card to switch to that mode immediately. There is no Save button — the change takes effect the moment you click.
Available modes
| Mode | What callers hear |
|---|
| Normal | Standard routing — calls go to your usual destination (Reception, IVR, etc.) |
| Break Mode | Plays a break message, then hangs up |
| After Hours Announcement | Plays your after-hours recording, then hangs up |
| Main Number Divert | Forwards all calls to the mobile number set in the Main Number Diversion section |
| Override Mode | Plays a special announcement (such as a holiday message) at any time of day |
Phone codes
You can also switch modes from any desk phone without opening the portal:
| Mode | Code |
|---|
| Override Mode | *280 |
| Main Number Divert | *281 |
| Break Mode | *288 |
| Day/Night toggle | *289 |
Main Number Diversion
This section stores the mobile or external number that calls are sent to when Main Number Divert is active.
To set or update the number, type it into the Diversion number field and click Save. The number is saved but not activated until you select Main Number Divert in the Manual Call Flow section above.
If a number is already saved but divert is not active, the page shows a reminder banner telling you how to activate it.
Workflows
Send all calls to a mobile (Main Number Divert)
Use this when you need all incoming calls to ring a mobile — for example, if the office is unstaffed but someone needs to be reachable.
- Go to the Main Number Diversion section at the bottom of the page
- Check the Diversion number field — confirm the mobile number is already correct, or type a new one and click Save
- Scroll up to Manual Call Flow
- Click the Main Number Divert card
- The green banner changes to show Main Number Divert is now active — all calls will ring that mobile
To stop the divert and go back to normal:
- In Manual Call Flow, click the Normal card
- The green banner changes back to Normal — calls return to your usual destination
Put the phone system on break
Use this when the whole practice is on a short break and you want callers to hear a break message instead of ringing through.
- In Manual Call Flow, click the Break Mode card
- The green banner changes to show Break Mode is active
- All calls now hear the break message and hang up
To bring calls back when the break is over:
- Click the Normal card
- Calls return to Reception (or your usual destination)
Switch to your after-hours announcement
Use this when you close early or want callers to hear your after-hours message right now, outside of the normal schedule.
- In Manual Call Flow, click the After Hours Announcement card
- The green banner shows After Hours Announcement is active
- Callers hear your after-hours recording
To go back to normal:
- Click the Normal card
Use Override Mode for a special closure
Override Mode is different from After Hours Announcement. Here is the key difference:
| After Hours Announcement | Override Mode |
|---|
| When it fires | Day/Night toggle — it is the “night” destination in your schedule | Any time of day — overrides the schedule completely |
| What it plays | Your standard after-hours recording | A special recording (for example, a public holiday or emergency message) |
| Typical use | Daily close of business | Unexpected closures, public holidays, emergency situations |
- In Manual Call Flow, click the Override Mode card
- The green banner shows Override Mode is active
- All callers hear the override announcement, regardless of the time of day
To go back to normal when you reopen:
- Click the Normal card
After Hours Announcement is controlled by your Day/Night schedule. Override Mode bypasses the schedule entirely and is intended for one-off situations. Always switch back to Normal when you reopen so the schedule takes effect again.
Frequently asked questions
I clicked a mode but nothing seems to have changed. Why?
Check the green banner — you may have clicked the mode that is already active. If the banner already shows your chosen mode, you are already set correctly.
Can a mode switch back automatically at a set time?
No. Manual Call Flow stays on whatever mode you select until you change it. If you want automatic switching, ask your Pear administrator to set up a time schedule via Calendar and Scheduling.
Can I use a desk phone instead of the portal?
Yes. Use the phone codes listed in the Manual Call Flow section. Dial from any extension on your system.
