Phone
      Back to home
      1. Help Center
      2. Phone

      Inbound Call Routing FAQs

      Our Frequently Asked Questions about inbound call routing!

      Updated June 03 2024

      FAQs:

      1. How would we know which number the contact called if we have more than one number?

      1. Go to Reporting -> Call Reporting -> Double-click the specific date that the contact call
      2. At the bottom you will see All Calls, Incoming, and Outgoing. 
      3. Find the Call flow column to see which number was called

       

      2. How to check if the campaign number is assigned to a user?

      Click Settings at the bottom left

      1. Click on My Staff
      2. Click on Edit (pick any one user to edit)
        1. Expand Call & Voicemail Settings
        2. If a number is assigned to the selected user it will show in the Inbound Twilio Number field.
          1. If it says already assigned to another user and you don't know which user it is, the only way to check will be to Edit each user to Expand Call & Voicemail Settings section to find out which user the Twilio number is assigned to.
      That means all calls to the assigned campaign number will be routed to this user's phone number.

      Even if the lead is assigned to another user, inbound calls will always always always go to the user's phone number.

      Check what the user phone number is > Expand User Info in the first section to check the user phone number.

      If there's no user phone number, it will fall back to the forwarding number set in phone number settings.

       

      3. How to check if the contact/lead inbound call number is assigned to a user?

      1. Click on Contacts
      2. Lookup the phone number of the contact who called the campaign number on the top right Quick Search box
      3. Click on the contact
      4. Check if the contact is Assigned to any users on top
      5. If it's assigned to User A, all inbound calls will go to User A

      Please note: 

      If the campaign number that the contact dialled is assigned to user B already in the Call & Voicemail Settings - 1st priority where the campaign number is assigned to the user, all inbound calls will go to User B even if the contact is assigned to User A.

       

      4. If you already checked, no campaign number is assigned to the users, no forwarding number configured, the call still forwards, why?

      1. Please check if there's a company Phone set in 
      2. Business Information > Company Phone

       

      5. What happens if I don't configure any forwarding numbers?

      • The call will drop immediately after we call the Twilio number.

       

      6. I always want calls to forward to one number no matter what, how do I set this up?

      • You can set up a new user, and assign the campaign number to the user. All the calls will always go to that user's phone number.