Route Inbound Calls by Matched Phonebook Contacts

After grouping company contacts into phonebooks, you can set up inbound routes to distribute inbound calls from contacts to different destinations based on phonebooks.

Prerequisites

Scenario

Company ABC has a Sales Team and a Support Team, both teams have their own customer groups. System administrator has added the customer information into two phonebooks.
Table 1.
Team Phonebook
Sales Team (Queue 6401) Customers_Abroad
Support Team (Queue 6402) Customers_China

Configuration Example

To distribute inbound calls from customers to corresponding team, you can set up two inbound routes to route calls by matching contacts in different phonebooks.

Inbound Route for Sales Team
  • Name: Enter a name to help you identify it.
  • DID Pattern: Leave it blank, which means no limit of DID numbers.
  • Caller ID Pattern: Select Match Contacts' Caller ID in Specific Phonebooks and select the phonebook Customers_Abroad.

  • Trunk: Select the trunk that contacts will call in.

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

    In this example, route inbound calls to the default destination whenever the calls reach the system.

    • Default Destination: Select the destination to Queue and select the Sales Team.
    • Time Condition: Unselected.

  • Fax Detection: Leave the settings as default.

Inbound Route for Support Team
  • Name: Enter a name to help you identify it.
  • DID Pattern: Leave it blank, which means no limit of DID numbers.
  • Caller ID Pattern: Select Match Contacts' Caller ID in Specific Phonebooks and select the phonebook Customers_China.

  • Trunk: Select the trunk that contacts will call in.

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

    In this example, route inbound calls to the default destination whenever the calls reach the system.

    • Default Destination: Select the destination to Queue and select Support Team.
    • Time Condition: Unselected.

  • Fax Detection: Leave the settings as default.

Result

  • When customers from Phonebook 'Customers_Abroad' call to PBX, Sales Team will handle the calls.
  • When customers from Phonebook 'Customers_China' call to PBX, Support Team will handle the calls.