Managed Voice / Auto Attendant (IVR)

Routing a Published Number Straight to a Menu

Any DID (a phone number that rings straight into your system — see Glossary) can be mapped directly to a specific menu, department, ring group, or even a single extension, completely bypassing your main switchboard menu.

Why would a business want more than one entry point into the system?

Say you print a different phone number on a specific ad, a specific product’s packaging, or a specific location’s storefront sign — each of those numbers can route straight to the right team or greeting, so the caller never has to navigate a generic main menu meant for everyone.

Does the caller know they’re being routed differently?

Not unless you want them to. You can play a distinct greeting tied to that specific number — “Thanks for calling our Downtown location” — so the experience feels tailored even though it’s running on the same underlying system as every other number.

Can one number point to a whole menu, and another point to just one person?

Yes, independently. A general support line might route into a full department menu, while a direct sales rep’s published number routes straight to their extension with no menu at all.

How is this different from multi-brand greetings?

This feature is about where a number sends the caller; Multi-Brand Greetings is specifically about playing an entirely different company identity and branding per number. Many businesses use both together — a distinct brand greeting on a number that also routes straight to that brand’s team.

Does this require a separate phone line for each number?

No. All of these numbers can run through the same underlying trunk (the connection to the phone network — see Glossary) and system; it’s the routing rule attached to each DID that determines where a call actually goes, not separate physical lines. See Direct Inward Dialing (DID) Numbers for more on how these numbers work.