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Use case

Manage call routing across multiple locations

Give each office its own local number, hours and team, and manage all of them in one phone.systems™ account.

The problem

A business with several offices, often in different countries, tends to accumulate different phone setups: a local provider here, an old PBX there, and a mobile forwarding rule somewhere else. Each site has its own opening hours and public holidays, but nobody has one place to change the routing or see how calls are handled across locations.

Customers expect a local number they can call cheaply, and a local team that answers during local business hours.

How phone.systems™ handles it

In phone.systems™ every location is configured in the same account, using the same building blocks:

  • Local numbers Order local, national, mobile or toll-free numbers in 93 countries from DIDWW, or port existing numbers (free in 42 countries). Numbers from another carrier can be added with BYOC, and third-party numbers can be added in E.164 format.
  • A call flow per location Each number points to its own call flow, built in the visual editor. Use workspace tabs to keep each location's flow separate.
  • A time schedule per location Each Time Router uses a schedule with the office's own time zone, working hours and holiday exceptions, so one office can close for a local holiday while another stays open.
  • Local teams with overflow A Queue or Ring Group rings the local team; when its timeout is reached, the call continues to another location's queue, a central team or Voicemail.
  • One directory and one call history Users in every office share the company directory and presence in the app, and all calls appear in Call History and Call Statistics.

Markit, for example, uses phone.systems™ for cross-border communications across more than 50 markets (case study).

A two-office setup

Each office has its own local number, call flow, time zone and business-hours schedule. When one location is closed or unavailable, calls overflow to another office or a central team.

  1. Virtual number

    One local number per office.

  2. Time routerlocal hours

    Local working hours in the office's time zone, with local holidays closed.

    • OpenLocal team queue
    • ClosedAnother office that is open, or an AI agent
  3. Call queuingLocal team queue
    • Timeout reachedCentral team queue or voicemail
  4. Call History and Call Statistics

    All offices in one report.

A schedule in the office's own time zone

Each office gets a schedule like this one, with its own time zone, hours and holiday exceptions.

phone.systems™ Time Schedules screen with the Business Hours schedule set to the Europe/Vilnius time zone and working hours Monday to Friday 09:00 to 17:00

What you can configure per location

  • Local numbers in 93 countries

    Local, national, mobile, toll-free, shared cost and UIFN numbers from DIDWW.

  • Own call flow

    A separate call flow per number, with workspace tabs to keep offices apart.

  • Own schedule

    Time zone, working hours and holiday exceptions per office.

  • Overflow between sites

    Queue and Ring Group timeouts hand calls to another office or a central team.

  • Local carrier with BYOC

    Add inbound trunks and termination routes for carriers you already use.

  • Choice of caller ID

    Staff choose which company number to show on outgoing calls, such as their office's local number.

How to set it up in phone.systems™

  1. Get numbers for each office

    Order or port numbers through DIDWW; they appear in Numbers automatically. Add other carriers in Trunks.

  2. Create a schedule per office in Time Schedules

    Set each office's time zone, hours and public holidays.

  3. Add users by office in Users

    Record department and job title, assign schedules, and invite everyone to the app.

  4. Build one call flow per office in Call Flows

    Time Router, local queue or ring group, and an overflow path to another office or central team.

  5. Set caller IDs in Contact Methods

    Allow each user the numbers they may present, such as their local office number.

  6. Compare offices in Call Analytics

    Use Call History and Call Statistics to see answered and lost calls by number and team.

Capabilities used

The phone.systems™ features this relies on. Each page explains how the capability works.

Frequently asked questions

Can each office have its own local number?

Yes. DIDWW provides numbers in 93 countries, and each number can start its own call flow with its own schedule and team.

Can calls overflow to another office?

Yes. When a local queue or ring group reaches its timeout, the call can continue to another office's queue, a central team or voicemail.

Can an office keep its existing carrier?

Yes. With bring your own carrier (BYOC), you add an inbound trunk (each gets its own SIP domain) and termination routes, and use those numbers alongside DIDWW numbers.

Can I keep our existing numbers?

In many cases, yes. Number porting through DIDWW is free in 42 countries plus UIFN. Numbers that stay with another carrier can be connected with BYOC.

Set up a phone system that fits how you work

Configure numbers, users and call routing in one place, and change them whenever your business changes.

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