Inbound Calls

Owned by Valerio Ciotta
Last updated: May 03, 2022 by XCALLY Knowledge (Unlicensed)

The goal of this quick guide is to get you started handling inbound calls.

Inbound calls are calls initiated by customers. To handle incoming calls, you first need to subscribe to a VOIP SIP service provider (or to a legacy Telco provider via PSTN-SIP Gateway) that will provide you phone number(s) and routes calls through a SIP trunk to your XCALLY system.

Take a look at Internal Calls if you want to test you system without configuring a SIP trunk.


Follow these steps to start receiving inbound calls in a specific queue.


Step 1. Create a Trunk 

Trunk is a SIP connection between your phone system and a VOIP provider. Your VOIP service provider will provide you information like Trunk Username, Password and Domain to register XCALLY to their trunking system.


Tools → Trunks

2 min

Step 2. Create an Agent 

You can quickly create a new Agent that will manage calls using the XCALLY Phonebar.

Staff → Agents

1 min


Step 3. Create a Queue 

Choose the Queue Strategy for call routing and set your first Queue!

Voice → Voice Queues

2 min

Step 4. Add the Agent to the Queue

Agents associated to the Queue will receive the incoming calls, according to the chosen strategy.

Voice → Voice Queues → Edit

1 min


Step 5. Create an Inbound Route

You have to create an inbound route for every number you have purchased from your VOIP provider such that an incoming call to a specific number will be routed to its respective inbound route. In this way, you will be able to perform different functions. 

Let’s say you have purchased 31336260211; you need to create the related inbound route.

Voice → Inbound Routes

1 min


Step 6. Add an Application in the Inbound Route

You can route incoming calls to 31336260211 to a Queue for managing the calls by agents. Go to the inbound route/actions, add Queue application and select the queue.


Voice → Inbound Routes → Edit

2 min

Step 7. Login the Agent

Login the agent that belongs to the queue with XCALLY PhoneBar to be able to manage the calls.

If you have not installed yet the PhoneBar, please follow this procedure: Phonebar Installation

XCALLY Phonebar

0,5 min


Step 8. Answer the Call!

Call your configured number. The logged Agent can now answer the call using the XCALLY Phonebar!

XCALLY Phonebar

0,5 min