Inbound routing

What happens to a call between the carrier handing it over and an agent picking it up.

IVR flows
Rules in priority order
  • 1Sales UAN - business hoursEnabled111-042-786
    Mon to Sat, 09:00 - 18:00 PKTIVR: Main MenuotherwiseVoicemail: Sales
  • 2Renewals UANEnabled111-118-224
    Mon to Fri, 09:00 - 17:00 PKTQueue: Sales (skills: renewals)otherwiseCallback request
  • 3Collections UANEnabled111-330-991
    Mon to Sat, 10:00 - 19:00 PKTQueue: CollectionsotherwiseVoicemail: Collections
  • 4Campaign caller ID inboundEnabled111-455-102
    Any timeIVR: Campaign CallbackotherwiseQueue: Sales
  • 5Toll free care lineEnabled0800-42786
    Any timeIVR: Main MenuotherwiseVoicemail: Support
  • 6Karachi support DIDsEnabled+922134567801
    Mon to Sat, 09:00 - 18:00 PKTQueue: SupportotherwiseVoicemail: Support
  • 7Lahore office DIDsEnabled+924235550101
    Mon to Sat, 09:00 - 18:00 PKTQueue: SupportotherwiseForward to Karachi head office
  • 8Islamabad DIDsEnabled+925128880201
    Mon to Fri, 09:00 - 17:30 PKTQueue: SupportotherwiseVoicemail: Support
  • 9Escalations and partnersEnabled+922134567806
    Any timeRing group: SupervisorsotherwiseMobile hunt: Ali Raza, Nida Iqbal
  • 10Social team DIDDisabled+924235550105
    Mon to Sat, 10:00 - 19:00 PKTQueue: SocialotherwiseVoicemail: Social
Business hours
  • Monday09:00 - 18:00
  • Tuesday09:00 - 18:00
  • Wednesday09:00 - 18:00
  • Thursday09:00 - 18:00
  • Friday09:00 - 12:30
  • Saturday10:00 - 16:00
  • SundayClosed
Holidays
  • Independence Day14 Aug 2026
  • Defence Day6 Sep 2026
  • Iqbal Day9 Nov 2026
  • Quaid-e-Azam Day25 Dec 2026

On holidays every rule falls through to its closed-hours branch.