--- title: Inbound Call Routing for Known Contacts - Explained description: Where do calls go when a lead (known contact) calls back? --- [Skip to content](https://help.vintory.com/inbound-call-routing-explained#main-content) English Show submenu for translations ![vintory Logo\_web\_res.png\]](https://help.vintory.com/hs-fs/hubfs/vintory%20Logo_web_res.png?height=40&name=vintory%20Logo_web_res.png) - [Submit a Support Ticket](https://www.vintory.com/support/) Open main navigation Close main navigation - [Submit a Support Ticket](https://www.vintory.com/support/) - English Show submenu for translations How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://help.vintory.com/?hsLang=en) 2. [Phone](https://help.vintory.com/phone?hsLang=en) # Inbound Call Routing for Known Contacts - Explained ## Where do calls go when a lead (known contact) calls back? Updated: June 10, 2026 #### Ring User Assigned to Called Number: Inbound - For an incoming call from a **known contact**, you can choose to route the calls two different ways. - Option 1: Route the calls to the user assigned to the called number (under My Staff \> Call & Voicemail Settings) To do this, **check the box** next to the **Ring User assigned to called number** field. - Option 2: Route the calls to the Contact's Assigned User. To do this, **DO NOT** **check the box** next to the **Ring User assigned to called** number field. - Locate this by going to Settings \> Phone Numbers \>  Voice \> Other Settings \> Inbound Calls  [![PN - Inbound](https://help.vintory.com/hs-fs/hubfs/PN%20-%20Inbound.png?width=670&height=158&name=PN%20-%20Inbound.png)](https://help.vintory.com/hubfs/PN%20-%20Inbound.png?hsLang=en) --- #### Forward calls to the business phone number: Inbound - With inbound call routing, you can choose to enable or disable call forwarding to your **business phone number.** If activated, calls will be forwarded to the business phone in case forwarding number and assigned user's phone number is not configured. - Locate this by going to Settings \> Phone Numbers \>  Voice \> Other Settings \> Inbound Calls  --- #### Incoming Call to a Campaign Number for known Contacts:   | 1. Is the campaign number that the contact called assigned to a user? (in the User's profile) | ✅ **Yes** **![](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48258523872/original/zqHTIl0D_FnXbJV6ocu9VK18g7DDQKADEQ.png?1666390011)** | Forward to the assigned user's phone number. | | --- | --- | --- | | **❌  No  ❌** [![](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48258523816/original/7gJBKZwV7Z6Z1Phnc0K8aMxwfAfExTQBAA.png?1666389965)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48258523816/original/7gJBKZwV7Z6Z1Phnc0K8aMxwfAfExTQBAA.png?1666389965) | | | | 2. Is the contact/lead that is calling assigned to a user? | ✅ **Yes** **![](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48258523872/original/zqHTIl0D_FnXbJV6ocu9VK18g7DDQKADEQ.png?1666390011)** | Forward to the assigned user's phone number | | **❌  No  ❌** [![](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48258523816/original/7gJBKZwV7Z6Z1Phnc0K8aMxwfAfExTQBAA.png?1666389965)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48258523816/original/7gJBKZwV7Z6Z1Phnc0K8aMxwfAfExTQBAA.png?1666389965) | | | | 3. Does the campaign number called have a forwarding number set? | ✅ **Yes** **![](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48258523872/original/zqHTIl0D_FnXbJV6ocu9VK18g7DDQKADEQ.png?1666390011)** | Forward to the number in the campaign number's forwarding field. | | **❌  No  ❌** [![](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48258523816/original/7gJBKZwV7Z6Z1Phnc0K8aMxwfAfExTQBAA.png?1666389965)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48258523816/original/7gJBKZwV7Z6Z1Phnc0K8aMxwfAfExTQBAA.png?1666389965) | | | | 4. 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