What is a Call Condition?

Overview

A Call Condition is a routing rule that evaluates criteria to determine where a call should go. It's how you implement logic like "route to the IVR during business hours, but play the after-hours announcement at night."

Condition Types

Type	What It Checks	Example
Time	Current time and day	Mon-Fri 9am-5pm → Sales Queue
Caller ID	Caller's phone number	VIP numbers → Priority Queue
Destination	Which DID was called	[phone] → English IVR

How It Works

1. Call enters the Call Condition
2. The system evaluates each routing resource in priority order
3. The first matching condition routes the call to its destination
4. If no conditions match, the fallback destination is used

Related Articles

• Call Conditions Screen Walkthrough
• Time-Based Routing
• What are Segments?