How to Manage Call Handling in Yeastar

Call handling determines what happens to an inbound call before it reaches a person, based on time of day, the number dialed, or who's calling. This is configured under Call Control in the portal.

Business Hours and Holidays

Before setting up time-based call routing, define your organization's working hours and holidays:

• Business Hours (Call Control > Business Hours and Holidays): Set your main operating hours. You can also configure custom hours for specific departments or employees whose schedules differ from the company default.

• Holidays: Add fixed-date (e.g., Christmas Day) or moveable-date (e.g., Easter) holidays, each with its own optional greeting/prompt.

• Time Zones: If you operate across regions, set additional time zones so business hours apply correctly to each location.

Once configured, these settings feed into Time Conditions, which control routing everywhere calls need to behave differently inside vs. outside business hours.

Inbound Routes

An inbound route is the rule that decides where an incoming call goes. Every trunk needs at least one inbound route, and the PBX ships with a default route that sends everything to an IVR, you can edit or replace this.

To set up an inbound route:

1. Go to Call Control > Inbound Route, click Add.

2. Enter a name and select the trunk(s) this route applies to.

3. (Optional) Restrict the route to specific dialed numbers (DID Pattern) or specific caller numbers (Caller ID Pattern). Leave blank to match all calls on that trunk.

4. Set the destination:

   • Single destination always - leave Time Condition unchecked and choose a Default Destination (e.g., an IVR, ring group, or extension).

   • Different destinations by time - check Time Condition, choose a routing mode, and set a destination for business hours, after hours, and holidays. You can also have holiday calls fall back to your regular after-hours handling, or play a holiday-specific prompt first.

5. (Optional) Enable fax detection if this line also receives faxes, and choose whether faxes go to an extension or are emailed as an attachment.

6. Click Save and Apply.

Available destinations include an extension, extension/group voicemail, IVR, ring group, queue, conference, external number, or outbound route - so routes can be layered (e.g., business hours → IVR → after hours → voicemail).

If you manage multiple inbound routes, use Manage Inbound Routes to reorder priority, since the PBX evaluates routes top-down and stops at the first match.

If you run into an issue that isn't covered here, our support team is here to help.