Inbound Call Routing - Explained

When a contact calls one of your business phone numbers, the CRM uses a specific set of rules to determine where to route the call. The destination depends on factors like whether the phone number is assigned to a user, whether the contact is assigned to a user, and the forwarding settings configured in user profiles and phone number settings.

Call Routing Logic

The following table outlines the possible call routing outcomes based on your configuration. The system evaluates these conditions in a specific order of priority to decide the final destination.

• Phone Number Assigned to a User: If the phone number that was dialed is assigned to a specific user, the call will attempt to ring that user's devices first. This setting takes the highest priority.
• Contact Assigned to a User: If the incoming caller is a contact assigned to a user, but the dialed phone number is not assigned to anyone, the call will route to the user the contact is assigned to.
• Forwarding Numbers: If no user assignments apply, the system will use the forwarding number configured in the phone number's settings or the company phone number set in the business information.
• Web and Mobile Apps: If a user is available and logged into the CRM's web or mobile app, the call may ring there if other forwarding options are not configured.
• Call Drop: If none of the above conditions are met and no forwarding numbers are set, the call will disconnect immediately.

Frequently Asked Questions

How can I tell which phone number a contact called if I have multiple numbers?

Navigate to the Conversations section and locate the specific conversation with the contact. Hover over the inbound call entry, click the three-dot menu that appears, and select "Details." The "To:" field will display the specific phone number that the contact dialed.

How do I check if a phone number is assigned to a user?

Go to Settings, then select My Staff. Click Edit on any user profile and expand the "Call & Voicemail Settings" section. The "Select Phone Number" dropdown will show if a number is assigned. If a number is listed as "already assigned to another user," you will need to check each user's profile individually to find the assignment.

Where is the 'Ring user assigned to called number' setting located?

This option can be found in the sub-account settings. Navigate to Settings > Phone Numbers. Select a number and go to its Advanced Settings, then look under the Voice Calls > Inbound Call section.

How do I check if an inbound caller (contact/lead) is assigned to a user?

Go to the Contacts section and use the search box to find the contact by their phone number. Open the contact's profile and check the "Assigned to" field at the top. However, note that if the phone number they dialed is assigned to a different user, that assignment will take priority over the contact assignment.

Where is the 'Forward calls to business phone number' setting?

This setting is located in the same area as the 'Ring user' setting. Go to Settings > Phone Numbers, select a number, and navigate to Advanced Settings > Voice Calls > Inbound Call.

Why does a call still forward if no numbers are assigned to users and no forwarding is configured?

Check the company phone number set in your Business Information. If a company phone number is configured there, calls may be forwarded to it as a fallback.

What happens if I don't configure any forwarding numbers?

If there are no user assignments and no forwarding numbers are set, the call will disconnect immediately. However, if a number is assigned to a staff member who is logged into the web or mobile app, the call will ring those applications.

Can I set a phone number to go directly to voicemail?

Yes, you can configure voicemail for the company or for individual users. One method is to use a forwarding number (like a Google Voice number) that has voicemail set up. You can also adjust the incoming call timeout to a very short duration (like 1 second) to make the call go to voicemail more quickly. Alternatively, you can assign the number to a user and have them receive calls on the mobile app with voicemail enabled.

How can I set up all calls to forward to a single number regardless of other settings?

Create a new user profile and assign your business phone number to that user. Configure that user's phone number to be your desired forwarding number. Once this is set, all calls to that business number will always be routed to the user's configured phone number, overriding other assignments.

Why does the call disconnect immediately when I dial the number?

This typically happens when there is no valid routing destination. Ensure that the phone number is either assigned to a user with a valid forwarding number, or that a forwarding number is configured in the phone number's settings. Also, verify that the company phone number in the Business Information is correct. If these settings are missing, the call has nowhere to go and will drop.

Can I use extensions for call forwarding?

The CRM's native phone system does not support call forwarding with extensions. Inbound calls are routed based on the rules described above. When a lead calls back, the call will follow the same routing logic based on the current assignments and settings for the number they dial.