Route Inbound Calls based on Caller ID
This page gives configuration examples to describe how to route inbound calls based on Caller ID.
Scenarios
Company ABC is a diverse company that provides consulting services around multiple cities. To ensure client calls are answered by the appropriate party quickly, the company wants to route inbound calls to professional services teams based on the caller's area code.
For example, the following two teams handle calls based on the area codes of the callers:
Team A:
- Responsible Region: 405
- Area Code: 405
Team B:
- Responsible Region: 623
- Area Code: 623
Configuration Example
To set up inbound routes to route calls to different destinations based on caller IDs:
Inbound Route for Team A:
- Add a New Inbound Route:
- Name: Enter a name to help you identify it.
- Trunk: Select the trunk that users will call in.
- DID Number: Leave this blank as it is based on CID patterns.
- Caller ID Pattern: Define the caller ID pattern, such as
405XXXXXXX.
- Default Destination: Decide whether to route calls to different destinations based on the time and configure the destinations.
- Destination: Select
Team A.
- Fax Detection:
- Leave the settings as default.
Inbound Route for Team B:
- Add a New Inbound Route:
- Name: Enter a name to help you identify it.
- Trunk: Select the trunk that users will call in.
- DID Number: Leave this blank as it is based on CID patterns.
- Caller ID Pattern: Define the caller ID pattern, such as
623XXXXXXX.
- Default Destination: Decide whether to route calls to different destinations based on the time and configure the destinations.
- Destination: Select
Team B.
- Fax Detection:
- Leave the settings as default.
Result
When an inbound call is received from the area code 405-XXXXXXX, it is routed to Team A, and when it is from 623-XXXXXXX, it is routed to Team B.