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INBOUND ROUTES

An inbound route is used to tell the phone system where to route incoming calls based on the caller's phone number or the number that has been dialed. Inbound routes can be set up based on the number the call is coming FROM or the number the call is made TO. An inbound route should also be set up for ANY number calling to ANY number being called. This means that any call coming into your organization which doesn't fit one of the FROM patterns or one of the TO patterns, will follow this generic route.

Administrators have access to the inbound routes for your organization using the Account Center. Locate Inbound Routes in the Phone System menu and expand the heading. Here you will see options to both Manage and Create inbound routes.

MANAGE INBOUND ROUTES

The Manage Inbound Routes page will allow you to view and manage any inbound routes that currently exist for your organization.

Click on the name of the inbound route you would like to edit. This will open the file for that route, allowing you to update basic and advanced setting options.

BASIC SETTINGS

The basic settings will allow you to update:

A Description of the call flow
A Checkbox to Make this inbound route a From Number priority route
The From Number if you would like a specific caller to go to a unique destination
The To Number if you would like calls coming to one of your organization's numbers to go to a specific destination
A Caller ID Prefix to help the recipient of the call know that it's a direct call to this inbound route
The Destination for calls coming into this route

ADVANCED SETTINGS

The advanced settings will allow you to update:

Record Call settings for this ring group: If there aren't other call recording settings already in place for the call flow, you can set them for a specific ring group.
- Force means call recording cannot be turned off.
- Yes means call recording is on until the settings in another phone system feature are set to not record.
- On Demand means call recording is off by default, but can be turned on.
- No means call recording is off until the settings in another phone system feature are set to record.
- Never means calls cannot be recorded.
SIP Alert Info to create a distinctive ring on physical phones for calls coming into this inbound route

You will also see a field informing you of where this inbound route is being utilized in your current call flow.

Some changes related to your phone system's behavior, such as adding or editing inbound routes, are not live immediately. Rather, the changes are "queued" and waiting to be applied. This allows you to make ALL of the necessary changes and verify that all pieces of the call flow are in place and functioning together as expected before making them live. Once you've tested your changes and are confident your system is functioning correctly, select "Apply Changes" on the left-hand menu to make your system live. A confirmation popup will open asking if you're certain you wish to apply your changes.