What is an Inbound route?
Inbound route is a mechanism to handle incoming calls based on the dialed phone number.
You have to create different inbound routes for every phone number or number serie in the system.
When the call enters the route, you can play a Playback sound file, route calls to an IVR, to a queue or perform any available applications.
How to create an Inbound route
To create a new Inbound Route you first go to Voice -> Inbound Routes:
Then click the plus sign in the lower right corner:
Add the following information:
Phone number: Add the inbound phone number that you would like to route, e.g. 0101800005.
Phone Number is not limited to single specific number. It can also be a pattern that represents a series of numbers. A phone number is a pattern if it starts with the underscore symbol (_) and is followed by character(s). The most useful characters are:
- X which indicates a number from 0 to 9
- . which matches all characters (including e.g. 0-9 or +)
For example, “_3X” means from 30 to 39, or "_." catches all dialed numbers (including e.g. +467.....).
You can read more about Pattern Matching in Asterisk's documentation >here<.
Note that if you are using Pattern matching (e.g. X or .) you need to start with " _", e.g. _010180000X
Company: You can leave this field blank
Alias: (Optional) Give the Inbound route a name
Description: (Optional) Add a clear description explaining what the Inbound route is used for (a good idea is to include number that is shown to customer as part of description)
To route a single number, use e.g. "0101800005", to route multiple numbers in a number series, use e.g. "_010180000X".
Then click Add Inbound Route.
To edit the route and configure where to route inbound calls to this phone number, click the three dots to the right and then Edit Inbound Route:
Under Settings you can edit the fields:
Below is an example of how to route an inbound call. See information about all Applications at in the end of this guide.
In this case we will add the Applications Set, CallySquare and Hangup:
First we want to set the language for the call, this will tell the system what sound files to use when playing "Positions in queue" and "Hold Time" messages if these are configured.
To add the Application, click "Set", drag it to the "Drag & Drop Routing"-field and drop it.
Choose "CHANNEL(language)" and type "se" in the value field for Swedish (dk for Danish, de for German, fi for Finnish etc.)
Then click Save:
Then we will connect the caller to a "CallySquare" project.
Drag and drop the "CallySquare" application from the Application list and drop on under the Set application.
You can also route the Inbound route to a Queue instead of an IVR - in this case you will add the "Queue" application. Our recommendation is then to change the Timeout to 3600 seconds for the queue.
Choose the Cally square project you want to connect the caller to. Then click Save:
Now you have added Set and CallySquare:
In the end we will add a "Hangup" application.
Drag and drop the "Hangup" from application list and put it under the CallySquare application.
Choose "Hangup Cause" 16 = Normal call clearing. Then click Save:
Then we are done, the call will now be set to Swedish, connected to a CallySquare project and when they are done talking to the agent the call will hangup.
It should look like this:
Lastly, click Save to save the changes.
The following table shows the list of applications you can use in Inbound routes:
|Cally Square||Route the call to an IVR project|
|Dial||Establish a new outgoing connection on a channel, and then link it to the calling input channel|
|Internal Dial||Dial an internal extension|
|External Dial||Dial a number in the selected trunk|
|Ring Group||Dial a list of internal extensions|
|Playback||Play a sound file|
|Queue||Queues an incoming call in a particular call queue|
|Set||Set value of a variable (e.g. Language)|
|Voicemail||Leave a voicemail message in one or more mailboxes|
|GoTo||Jump to a particular priority, extension, or context|
|Hangup||Hangs up the calling channel|
|Send DTMF||Play DTMF tones|
|Custom||Executes an application|
Was this article helpful?
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
We appreciate your effort and will try to fix the article