Inbound Routes

XCALLY section	Voice → Inbound Routes
On this page	1 Overview 2 Create an inbound route 3 Edit an inbound route 4 Applications list

Overview

The inbound route is a mechanism to handle incoming calls based on the dialled phone number.

You have to create different inbound routes for every phone number you have purchased from your VOIP provider such that incoming calls to a specific number will be routed to its respective route to execute different functions. When the call enters the route, you can play a Playback sound file, route calls to an IVR, to a queue or perform any available application.

This page describes the Inbound Routes configuration on the New Client Experience, available from version 3.49.0. We recommend using the New Experience web interface to take full advantage of the latest features.

Remember to properly configure the Trunk

If you use a multi-DID trunk, the provider could send the dialled phone number into the SIP header in the "To" field. Take a look at DID Elaboration to properly manage the phone numbers.

You can access the Inbound Routes section from the Voice menu in the main navigation panel.

From this menu, you can:

search for a specific inbound route
clear all filters
manage columns, by selecting or not them
filter by voice queue
order elements in ascending or descending order, by clicking on arrows, while you can activate the advanced search for each field

For each route, the displayed information are:

Id
Phone number
Context
Company
Alias
Description

Clicking the three dots button (⋮) next to the route, you can:

Edit the inbound route
Delete the inbound route

To Delete or to Export in CSV one or more routes, you can select them and the related function icons will appear on the right of the upper bar.

Create an inbound route

To create a new inbound route, you can click on Add and indicate:

Phone Number: the number on which you receive the calls. It’s based on your provider configurations. It is also called DID.

Phone Number is not limited to a single specific number. It can also be a pattern that represents a series of numbers.

A phone number is a pattern if it starts with the underscore symbol (_) and is followed by character(s). The most useful characters are:

X which indicates a number from 0 to 9, and
. which indicates 0 or more numbers from 0 to 9.

Examples:

“_3X” means from 30 to 39
“12X.” means all numbers starting with 12 plus at least one other number, like 124, 120, but not only 12

Context: the context associated to the inbound route (e.g. from-sip, from-voip-provider) by selecting it from the list
Company: the company associated to the inbound route by selecting it from the list
Alias: the descriptive name associated with the phone number (optional)
Description (optional)

Edit an inbound route

To edit an inbound route:

Go to the Inbound Routes list.
Locate the route you want to edit
Click the three dots button (⋮) next to the route to display the menu with available actions.
Select Edit
Modify the settings of interest:
1. Settings
2. Actions
Click the SAVE button located at the top-right corner of the web interface to confirm changes. In the Actions tab a notification appears as reminder to save the changes.

Settings

In the Settings tab, you can modify the route’s information:

Phone Number
Context
Alias
Description

Actions

On Actions tab, you can configure the routing, by using the different applications to be executed when the call enters the route. Applications are selectable from the list with drag and drop option.

Add the application

To add an application:

Check the Applications list, on the left of the web interface
Drag and drop the application from the Applications list to the section on the right (Drag & Drop routing)
Fill out the necessary fields per each application you add

Application execution depends on:

the position of the application in the actions table. If you add multiple applications for a single inbound route, execution starts from the top application and continues until the bottom. You can drag and drop items in the list to arrange the applications order.
the time interval that defines when an application can be executed (by default, it’s set to always).

Applications list

The following table shows the list of applications you can use in Inbound routes:

Application	Description	Parameters

Application	Description	Parameters
Cally Square	Route the call to an IVR project	Cally Square Project name
Dial	Establish a new outgoing connection on a channel, and then link it to the calling input channel. It is also possible to manage `DIALSTATUS` after Dial application, considering: ANSWER: Call is answered. A successful dial. The caller reached the callee. BUSY: Busy signal. The dial command reached its number but the number is busy. NOANSWER: No answer. The dial command reached its number, the number rang for too long, then the dial timed out. CANCEL: Call is cancelled. The dial command reached its number but the caller hung up before the callee picked up. CONGESTION: Congestion. This status is usually a sign that the dialled number is not recognised. CHANUNAVAIL: Channel unavailable. On SIP, peers may not be registered.	Technology/Resource: eg SIP/1003 Timeout: Timeout before the application terminates Options: Refer to the Asterisk’s wiki URL
Internal Dial	Dial an internal extension. Use Internal dial action to point directly to a specific agent, selectable from list	Agent Name Timeout: Timeout before the application terminates Options: Refer to the Asterisk’s wiki URL
External Dial	Dial a number in the selected trunk	Trunk Phone number Timeout: Timeout before the application terminates Options: Refer to the Asterisk’s wiki URL
Ring Group	Dial a list of internal extensions	User: group of agents Timeout: Timeout before the application terminates Options: Refer to the Asterisk’s wiki URL
Playback	Play a sound	Audio File Path Options (Skip, No Answer, J, Say) : Refer to Asterisk's wiki Answer: If set to YES, the system answers the channel.
Queue	Queues an incoming call in a particular call queue	Queue Name Options : Refer to Asterisk's wiki URL Announce Override: override the announcement specified in the queues setting. Timeout: Time in seconds a call will wait in the queue before it is routed to the next application in the display. Answer: If set to YES, the system answers the channel.
Queues Group	Queues group to send incoming call	Queue Group to consider (by choosing it from the dropdown menu) Global Priority: priority associated to the group related to the route. By default, queue priorities are applied, but if you indicate global priority at the queue group level, it works like a “multiplier” for queues that belong to it. (value from 1 to 10 - default 0) Options: you can insert Asterisk options (for more details you can explore Asterisk’s wiki) Music On Hold from the list of audios, which will be reproduced to the caller (default none) Timeout: it works like timeout of normal queues: when it expires, system switches to next application inserted in dialplan (default 300 - required field) flag (true/false) Answer (default true)
Set	Set value of a variable	Variable Value
Voicemail	Leave a voicemail message in one or more mailboxes	Mailbox@context Options
GoTo	Jump to a particular priority, extension, or context	Context Extension Priority
Hangup	Hangs up the calling channel	Hangup Cause Code
Send DTMF	Play DTMF tones	DTMF digits: list of digits accepted 0-9, #, a-d, A-D, w (for a half second pause), W (for a second pause) , f (*for a flash-hook, if the channel supports it). Max 30 digits Timeout between tones: amount of time to wait between tones. expressed in ms (default to .25s - max 60000) Tone duration: duration of each digit, expressed in ms (max 60000)
Custom	Executes an application	Application Name Params

Edit or Delete the Application

Clicking the three dots button (⋮) next to the application, you can:

Delete the application
Edit the application
Edit the interval to modify execution time (as alternative click the clock icon) selecting the interval type from the list:
- always
- custom: select your custom intervals of hours and days/months
- list: select a custom interval already defined (in the Section Tools → Intervals), containing a complete set of sub-intervals