Home Inbound Numbers (13/1300/1800 & Routing) Making Changes to Your Inbound Routing

Making Changes to Your Inbound Routing

Last updated on Dec 14, 2025

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You can update the way your inbound number handles calls as your business needs change.

This article explains how to request changes to your routing configuration, update destinations, adjust schedules, and report service issues related to inbound numbers.

1. What You Can Change

When updating your inbound routing, you may want to:

  • Change where inbound calls are delivered

  • Update business hours or after-hours behaviour

  • Add or revise time & day or geographic routing rules

  • Modify overflow and failover destinations

  • Add, change or remove IVR menus and announcements

  • Adjust holiday or special date routing

Changes are usually applied quickly and can often be done without service interruption.

2. How to Request a Routing Update

To help process your request as quickly as possible, provide:

  • The inbound number you want to update

  • A clear description of the change

  • Exact phone numbers or destinations to add or remove

  • The effective date and time of the change

  • Any updated audio files or scripts (for announcements or menus)

Submit your update request via Pickle Support or through the support portal.

Clear and complete instructions reduce back-and-forth and help us implement changes faster.

3. Common Update Scenarios

Update Call Destinations

If calls need to go to a different team, office or phone number:

  • Tell Support which number should be replaced

  • Provide the new destination number(s)

  • Confirm whether the change applies immediately or at a scheduled time

This is often needed when teams change roles, staff move, or locations close/open.

Adjust Business Hours or Time Rules

Business hours routing determines how calls are handled at different times of day.

Common reasons to update this include:

  • Expanding or reducing business hours

  • Adding weekend or night coverage

  • Adjusting seasonal schedules

After updating, your inbound calls will follow the new schedule automatically.

Modify Geographic Routing

You can adjust geographic rules if:

  • Your service areas change

  • You want different handling in specific states, cities or postcodes

  • Locations open or close in certain regions

Geographic routing helps callers reach the most appropriate team based on where they’re calling from.

Update IVR Menus and Announcements

If you have an IVR menu or an inbound announcement, you might want to:

  • Add, remove or rearrange menu options

  • Update or replace recorded greetings

  • Change business hour prompts

When making these changes, provide the new audio file or script and clarify where it should play in the call flow.

4. Scheduling Changes & Timing

Some changes can be applied immediately; others can be scheduled in advance.

Scheduled changes are useful for:

  • Temporary routing during events

  • Business hour shifts

  • Campaign call redirects

When requesting a scheduled update, always specify the start and end date/time.

5. Reporting Issues or Service Faults

If your routing changes are not behaving as expected, or you believe there’s a service issue (for example calls not routing or unexpected behaviour), you can report it.

When reporting an issue, be ready to provide:

  • The inbound number affected

  • A description of the problem

  • Examples of calls that behaved incorrectly

  • Time(s) and date(s) the issue occurred

  • Any tests you’ve already done

This information helps Support troubleshoot faster.

6. Temporary Overrides and Emergency Updates

Sometimes you may need urgent updates due to:

  • Staff shortages

  • IT outages

  • Unplanned closures

  • Unexpected events

If you need an urgent or temporary override, include in your request:

  • A clear “urgent” marker

  • The reason for the emergency change

  • A preferred resolution time

Pickle Support can prioritise urgent changes when necessary.

7. What Happens After You Request a Change

Once a request is submitted:

  1. Support reviews the change details

  2. Any clarifications are requested if needed

  3. The change is scheduled or implemented

  4. You’ll receive confirmation when complete

Routine updates are often completed within business hours unless scheduled otherwise.

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