Route Inbound Calls by Matched Phonebook Contacts

This page provides a configuration example to describe how to route inbound calls based on matched phonebook contacts.

Scenario

Company ABC has a Sales Team and a Support Team. Both teams have their own customer groups. The system administrator has added the following phonebook contacts to the IZT Cloud system:

Configuration Example

To distribute inbound calls from customers to corresponding teams, you can route calls to specific destinations based on the caller’s matched phonebook contact.

Inbound Route for Sales Team:

1. Add a New Inbound Route:

• Name: Enter a name to help you identify it.
• Trunk: Select the trunk that contacts will call in.
• DID Number: Leave this blank as it is based on CID patterns.
• Caller ID Pattern: Select Match Contacts' Caller ID in Specific Phonebooks and select the phonebook Customers_Abroad.

2. Default Destination: Decide whether to route calls to different destinations based on the time and configure the destinations.

• Destination: Select the destination to Sales Team.

3. Fax Detection:

• Leave the settings as default.

Inbound Route for Support Team:

1. Add a New Inbound Route:

• Name: Enter a name to help you identify it.
• Trunk: Select the trunk that contacts will call in.
• DID Number: Leave this blank as it is based on CID patterns.
• Caller ID Pattern: Select Match Contacts' Caller ID in Specific Phonebooks and select the phonebook Customers_China.

2. Default Destination: Decide whether to route calls to different destinations based on the time and configure the destinations.

• Destination: Select the destination to Support Team.

3. Fax Detection:

• Leave the settings as default.

Result

When customers from the phonebook Customers_Abroad call the PBX, Sales Team will handle the calls. When customers from the phonebook Customers_China call the PBX, Support Team will handle the calls.

This guides you through setting up inbound routing based on matched phonebook contacts in IZT Cloud Voice.