Route Inbound Calls based on Caller ID

Caller ID routing connects external callers with the appropriate party quickly. This topic gives a configuration example to describe how to route calls by a caller-ID-based inbound route.

Scenarios

Company ABC is a Chinese company that provides consulting services around multiple cities.

For better customer experience, the company has a countrywide toll-free number 400-661-8815 and has multiple teams to provide professional services for customers from different regions.

For example, the following two teams will handle inbound calls based on different caller IDs.

Table 1.
Team Responsible Region Area Code
Team-A Fujian
  • 0591
  • 0592
  • 0593
  • 0594
  • 0595
  • 0596
  • 0597
  • 0598
  • 0599
Team-B Guangdong
  • 0662
  • 0663
  • 0668
  • 0660

Configuration Example

Set up two inbound routes to route calls to different destinations based on caller IDs.

Inbound Route for Team-A
  • 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 Caller ID Matching Settings, click Add and enter a Caller ID pattern or a full Caller ID.

    In this scenario, enter 059., which matches all inbound caller IDs that start with digit 059. For more information of Caller ID pattern, see DID Pattern and Caller ID Pattern.

  • Trunk: Select the trunk that users 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 the queue of Team-A.
    • Time Condition: Unselected.

  • Fax Detection: Leave the settings as default.

Inbound Route for Team-B
  • 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 Caller ID Matching Settings, click Add and enter a Caller ID pattern or a full Caller ID.

    In this scenario, enter 066., which matches all inbound Caller IDs that start with digit 066. For more information of Caller ID pattern, see DID Pattern and Caller ID Pattern.

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

    In this example, select siptrunk, whose phone number is 400-661-8815.

  • 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 the queue of Team-B.
    • Time Condition: Unselected.

  • Fax Detection: Leave the settings as default.

Result

  • When users from Fujian dial the number 400-661-8815, agents in Team-A will handle the calls.
  • When users from Guangdong dial the number 400-661-8815, agents in Team-B will handle the calls.