Routing Profiles

Routing Profiles

A routing profile bundles a default destination and a time-based schedule into one reusable rule, then links to as many phone numbers as you like. When your hours change you edit the profile once instead of editing every number. Navigate via the sidebar: Nova PBX → Call Routing → Routing Profiles.

Use a profile when several numbers should follow the same schedule. For a one-off number with its own hours, an inbound route on that number is simpler.

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Related pages: Inbound Routes · Time Conditions · Ring Groups · IVR Menus · Phone Numbers

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The profiles table

Column	Meaning
Name	The profile name, with its description as subtext.
Mode	Current operator mode — Scheduled, Forced — Day, Forced — Night, or Temporary.
Linked numbers	How many phone numbers currently use this profile.

The search box filters by name as you type. Click any row to edit; each row also offers inline Edit and Delete.

Note

Routing Profiles require the Manage Call Routing permission (nova.inbound_routes.manage), included in the PBX Administrator preset. Owners always have access. There is no plan requirement — the feature is available on every Nova tier.

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Building a profile

Click New profile. The builder has three sections, plus a fourth that appears once the profile exists.

General

Name (required, max 120 characters, and unique within your organization) and an optional Description. Reusing an existing name fails to save — pick something distinct like “Main office hours” or “Holiday coverage”.

Default destination

Where calls go when no schedule rule matches, or when the profile has no rules at all. This is your safety net — after-hours, weekends, holidays. New profiles start on Voicemail.

Every destination picker in Nova offers the same choices:

Destination	Notes
Extension	A single person’s extension.
Ring Group	Ring several extensions together.
Call Queue	Hold callers until an agent is free.
Conference Room	Drop the caller into a conference bridge.
IVR Menu	A press-1-for-sales menu. Only offered once you have at least one IVR.
Voicemail	An extension’s mailbox — you pick which extension.
Aura AI Voice Agent	Only offered once you have an agent; drafts appear but can’t be selected until activated.
External Number	Forward off-system, e.g. +1 (416) 555-0100.
Hangup	End the call.

Schedule rules

Click Add rule, then pick When (time condition) and Route to. Each rule pairs an existing time condition with a destination.

• First matching time condition wins, top to bottom. Reorder rules with the up/down arrows — there are no priority numbers to manage.
• Create your time conditions first. The dropdown lists only conditions that already exist, and shows nothing at all if you have none.
• Each time condition can appear only once per profile. Selecting the same one twice fails on save.
• Rules with no time condition chosen are dropped silently when you save.
• With no rules, every call goes to the default destination.

Click Create profile to save. Saving replaces the profile’s whole rule set.

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Operator mode

Once a profile exists, an Operator mode section appears — a manual override for when plans change.

Mode	Effect
Scheduled	Follow the schedule rules. This is the normal state.
Day	Force the Day destination, ignoring the schedule.
Night	Force the Night destination, ignoring the schedule.
Temporary	Force an override for a set number of minutes (1–1440), then revert to Scheduled on its own.

Caution

Mode buttons apply immediately — they are not part of Save changes. The Day destination and Night destination fields, by contrast, only persist when you save. Set and save those destinations before switching to Day or Night, or you’ll activate a mode whose destination hasn’t been stored yet.

A Temporary override doesn’t revert at the exact second it expires: a background job sweeps every five minutes, so expect the profile to return to Scheduled within about five minutes of the deadline.

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Linking a number to a profile

Linking happens from the phone number, not from the profile — the profile page shows a linked count but has no way to add numbers.

1. Open Account → Phone Numbers and select the number.
2. Go to its Routing tab.
3. Under the voice section, switch Routing source from Custom to Use a profile.
4. Pick the profile and click Link.

Switching back to Custom unlinks the number and returns it to its own inline routing.

Note

Editing a linked profile re-routes every number linked to it. The editor shows an amber banner with the count — “3 numbers link to this profile — saving re-routes them all” — before you save.

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Deleting

Deleting a profile does not break its numbers: each linked number falls back to its own inline routing. The delete dialog tells you how many numbers are affected first.

A time condition that a profile rule uses cannot be deleted while that rule exists — remove the rule first.

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Troubleshooting

• The rule dropdown is empty — you have no time conditions yet. Create them under Call Routing → Time Conditions first.
• “A routing profile with that name already exists” — names are unique per organization; pick another.
• Saving fails after adding a rule — check you haven’t used the same time condition on two rules in the same profile.
• A Temporary override hasn’t reverted — reversion is swept every five minutes rather than on the exact minute; give it a few minutes, or set the mode back to Scheduled by hand.
• Day/Night sends calls somewhere unexpected — confirm you saved the Day/Night destinations. Mode buttons take effect immediately, but those destination fields need Save changes.
• The page says access denied — you need the Manage Call Routing permission.

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Related Pages

Page	Purpose
Inbound Routes	Per-number routing, and where profiles are an alternative.
Time Conditions	Build the schedules that profile rules select.
Phone Numbers	Link a number to a profile from its Routing tab.
Ring Groups · IVR Menus	Common profile destinations.