Inbound Call Routing for Known Contacts - Explained

Where do calls go when a lead (known contact) calls back?

Updated:  October 28, 2024

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 > Advanced Settings > Voice Calls> Inbound Call> Ring user assigned to called number.

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.
  
  • Settings > Phone Numbers > Advanced Settings > Voice Calls> Inbound Call > Forward calls to business phone number.
    
    

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	Forward to the assigned user's phone number.
❌  No  ❌
2. Is the contact/lead that is calling assigned to a user?	✅ Yes	Forward to the assigned user's phone number
❌  No  ❌
3. Does the campaign number called have a forwarding number set?	✅ Yes	Forward to the number in the campaign number's forwarding field.
❌  No  ❌
4. Is there a number in the Company Phone field in the Business Info tab?	✅ Yes	Forward to the number in Business Info tab > Company Phone field.