Call Routing
Routing Rules
The rule list that decides where each inbound call goes.
Routing rules are evaluated in order for each number. The first rule that matches wins, so ordering is the whole game.
Building a rule set
- Go to Dashboard → Routing and pick the number to configure
- Add rules from most specific to most general
- Drag to reorder — the list is evaluated top to bottom
- Use the built-in test to check a call would land where you expect, before it matters
A typical order
- Out of hours → voicemail or smart answering
- Known VIP caller ID → straight to a named extension
- Everything else during hours → hunt group or IVR
- Final catch-all → voicemail (always have one)
Always finish with a catch-all. If no rule matches, the caller gets nothing useful — which sounds like a broken phone line to them.
Testing
Each rule set has a test function that simulates an inbound call and shows which rule matched. Use it after every change; reordering rules is very easy to get subtly wrong.