V3 Inbound Routes
- XCALLY Knowledge (Unlicensed)
- Product Knowledge
What’s about?
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 applications.
This section covers topics related to managing inbound routes.
Don't forget to properly configure a Trunk to route incoming calls.
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 find the Inbound Routes section under the Voice menu:
When you click it, you'll see all configured inbound routes that you can filter for company or voice queue.
Of each route, you can see id, phone number, context, company, alias and description
Create an inbound route
To create an inbound route click the New button and enter:
Phone Number: the number on which you receive the calls, usually it's given by your telco provider.
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.
For example, “_3X” means from 30 to 39 and “12X.” means all numbers starting with 12 plus at least one other number, like 124, 120, but not only 12)
Click here for more information about pattern matchingContext (e.g. from-sip, from-voip-provider…)
Company: associate a route to a Company
Alias: (optional) descriptive name associated with the phone number
Description (optional)
Edit/Modify an inbound route
To edit an inbound route find the route from the list and click on Edit Inbound Route:
In the Settings tab, you can modify Phone Number, Context, Alias or Description.
In the Actions tab, you need to add a one or more applications (see the next paragraph) to execute when the call enters the route.
Applications
To add an application, drag and drop the application from the list of applications and fill out the necessary fields.
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).
The following table shows the list of applications you can use in Inbound routes:
Application | Description | Parameters |
|---|---|---|
Cally Square | Route the call to an IVR project |
|
Dial | Establish a new outgoing connection on a channel, and then link it to the calling input channel.
(for more details you can explore Channel Variable DIALSTATUS) |
|
Internal Dial | Dial an internal extension |
|
External Dial | Dial a number in the selected trunk |
|
Ring Group | Dial a list of internal extensions |
|
Playback | Play a sound |
|
Queue | Queues an incoming call in a particular call queue |
|
Queues Group | Queues group to send incoming call |
|
Set | Set value of a variable |
|
Voicemail | Leave a voicemail message in one or more mailboxes |
|
GoTo | Jump to a particular priority, extension, or context |
|
Hangup | Hangs up the calling channel |
|
Send DTMF | Play DTMF tones |
|
Custom | Executes an application |
|
After defining list of applications, you can edit it, modify intervals, delete or sort them.
To modify an application’s execution time click on or click the specific menu entry and select interval type from the list:
If you choose Custom, select your custom intervals of hours and days/months:
If you choose List, select a custom interval already defined (in the Section Tools → Intervals), containing a complete set of sub-intervals:
A notification appears to remember to save the changes.
Inbound Routes on New Experience
FROM VERSION 3.49.0
If you enable New Client Experience, you can view this visualisation, with the list of created inbound routes:
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
Moreover by clicking on the button
you will reset the table with original columns
Moreover you can order elements in ascending or descending order, by clicking on arrows, while you can activate the advanced search for each field
ID | equals / not equals / less than / less than or equal to / greater than / greater than or equal to | numeric value |
Phone number | starts with / contains / not contains / ends with / equals / not equals | textual value |
Context | dropdown menu selection | select values among the created contexts |
Company | dropdown menu selection | select values among the created companies |
Alias | starts with / contains / not contains / ends with / equals / not equals | textual value |
Created at | select range date from the calendar |
|
Updated at | select range date from the calendar |
|
Description | starts with / contains / not contains / ends with / equals / not equals | textual value |
To create a new inbound route, you can click on Add and indicate:
Phone number
context by selecting from the list
company by selecting from the list
optional alias
optional description
By clicking on 3 dots button of an inbound route, you can:
edit it, by changing parameters in settings and configuring actions
delete it
On Actions tab, you can configure the routing, by using the different applications, selectable from the list with drag and drop option.
By clicking on 3 dots of the specific application, you can:
edit application to make changes to the configurations
edit the interval (interval module will open also if you directly click on a row)
delete application