Inbound Route Overview

An inbound route is the rule set that lets outside callers reach your phone system and decides where each incoming call lands. When a call arrives, Cloud Voice checks it against the conditions you have configured and sends it to the matching destination (for example, a person’s extension, an auto-attendant menu, or a ring group).

Inbound routes are how you make a published business number ring the right place: send daytime calls to staff, push after-hours calls to voicemail or an announcement, and screen out unwanted numbers.

How inbound calls are matched

You can filter and direct incoming calls using one or more criteria: the time of the call, the number the caller dialed (the DID, short for Direct Inward Dialing), and the caller’s own number (the Caller ID).

Note

• When an inbound route has no criteria set, nothing is filtered out. Every incoming call that reaches the route is sent to its destination.
• A single inbound route can combine several criteria at once. For instance, you might match on both time and dialed number, or on both dialed number and Caller ID.

Time-based routing

Time-based routing sends callers to a destination according to when they call, so calls are handled differently across your organization’s schedules. A common use is routing business-hours calls to a team and after-hours calls to voicemail or a “we’re closed” greeting.

For step-by-step examples, see:

• Route Inbound Calls based on Business Hours
• Route Inbound Calls based on Department Hours
• Route Inbound Calls based on Employee Hours

DID-based routing

DID-based routing directs callers according to the phone number they dialed (the DID). A call is only delivered to the destination when the dialed number matches one of the DID rules defined on the route. This lets one system serve many published numbers, each landing somewhere different.

For a walkthrough, see Route Inbound Calls based on DID Numbers.

Caller-ID-based routing

Caller-ID-based routing lets you accept or turn away calls according to the caller’s number. Calls whose Caller ID matches a pattern you have defined are forwarded to the chosen destination; calls that do not match are not connected.

Caution

Caller-ID-based routing rejects every call that does not match the pattern you set. A pattern that is too narrow will silently block legitimate callers, so double-check it before you save.

To learn more, see Route Inbound Calls based on Caller ID and Route Inbound Calls by Matched Phonebook Contacts.

Available destinations

Every inbound route sends its matching calls to one destination that you choose from the list below. Cloud Voice offers a wide range of options so you can direct calls wherever your business needs them:

• Extension: rings a single user’s extension.
• Extension Voicemail: sends the caller straight to one extension’s voicemail box.
• Group Voicemail: sends the caller to a voicemail box shared by a team.
• Match Selected Extensions: maps the dialed DID numbers to a hand-picked set of extensions.
• Match Extension Range: maps a block of DID numbers to a matching range of extensions.
• DID Number to Specific Extension: always sends a particular dialed number to one fixed extension.
• IVR (Interactive Voice Response): plays an auto-attendant menu so callers can press a key to choose where to go.
• Call Flow: hands the call to a custom call-handling flow you have built.
• AI Receptionist: answers the call with an AI-powered virtual receptionist.
• Ring Group: rings a group of extensions together or in turn.
• Queue: holds callers in line until an agent is free (used for support or sales teams).
• Conference: drops the caller into a conference room.
• External Number: forwards the call to an outside phone number.
• Outbound Route: sends the call back out through one of your outbound routes.
• Fax to Email: receives an incoming fax and delivers it as an email attachment.
• Hang up: ends the call immediately.
• Play Greeting then Hang up: plays a recorded announcement and then ends the call.

Caution

The External Number and Outbound Route destinations send the incoming call back out over a trunk, which places an outbound call leg and uses your outbound minutes. Keep the matching criteria on these routes tight: a route that is too open can be abused to place calls at your expense (toll fraud).