Suggested call routing settings in Operator Connect

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Below are some call routing settings we suggest using for Operator Connect. These settings prioritise reliability, predictable behaviour and a good caller experience.

1. Assign numbers to resource accounts

For main lines, hunt groups, or shared numbers, we recommend assigning the number to a resource account, not a user. You can then link the resource account to an Auto Attendant or Call Queue. This ensures consistent routing and avoids issues if a staff member leaves.

To do this, see Microsoft’s guidance on assigning a number to a resource account.

2. Use an Auto Attendant as the entry point

Recommended for:

• Main company numbers.
• Department lines.
• Out of hours routing.
• Holiday routing.

AA to CQ is a commonly used, stable and flexible routing pattern.

3. Use a Call Queue for a team that answer calls

Recommended settings:

• Routing method: Round robin (fair distribution).
• Presence based routing: On.
• Agent opt out: Off (unless required).
• Maximum wait time: 10–15 minutes.
• Overflow destination: Another queue or AA.
• Timeout destination: Voicemail or another queue.

4. Configure Business Hours and Holidays

Recommended:

• Set business hours in the Auto Attendant.
• Use a Holiday Schedule for bank holidays and closures.
• After hours routing can go to voicemail or an answering service.

This prevents calls being routed incorrectly outside working hours.

To do this, see setting up business hours and time schedules.

5. Use voicemail for Overflow or after hours

For most organisations:

• After hours calls go to Voicemail.
• Overflow calls go to Voicemail or another queue.
• Timeout calls go to Voicemail.

This ensures callers always reach a destination.

6. Allow External Forwarding Only When Needed

Recommended:

• Enable external forwarding only for teams that require it.
• Keep it disabled for general users to avoid accidental charges..

7. Keep Routing Simple

We recommend keeping your routing simple and avoiding:

• Multiple nested Auto Attendants
• Long menu trees.
• Complex forwarding chains.

This means fewer failures are likely and issues are easier to fix.