Create Inbound Route

Created by Jens Leijon, Modified on Mon, 04 Sep 2023 at 04:06 PM by Hannah Peters

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 numberAdd 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. _

Context: from-voip-provider

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:

Click Actions:

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
  • Cally Square Project name

DialEstablish a new outgoing connection on a channel, and then link it to the calling input channel
  • Technology/Resource: eg SIP/1003

  • Timeout: Timeout before the application terminates 

  • Options: Refer to the Asterisk’s wiki 

  • URL

Internal Dial
Dial an internal extension
  • Agent name
  • Timeout: Timeout before the application terminates 
  • Options: Refer to the Asterisk’s wiki 
  • URL 
External DialDial a number in the selected trunk
  • Trunk

  • Phone number

  • Timeout: Timeout before the application terminates 

  • Options: Refer to the Asterisk’s wiki 

  • URL 

Ring GroupDial a list of internal extensions
  • User: group of agents

  • Timeout: Timeout before the application terminates 

  • Options: Refer to the Asterisk’s wiki 

  • URL

PlaybackPlay a sound file
  • Audio File Path 

  • Options (Skip, No Answer, J, Say) : Refer to Asterisk's wiki

  • Answer: If set to YES, the system answers the channel.

QueueQueues an incoming call in a particular call queue
  •  Queue Name 
  • Options : Refer to Asterisk's wiki
  • URL
  • Announce Override:override the announcement specified in queues setting.
  • Timeout: Time in seconds a call will wait in the queue before it is routed to the next application in the dialplan.
  • Answer: If set to YES, the system answers the channel.
SetSet value of a variable (e.g. Language)
  • Variable

  • Value

VoicemailLeave a voicemail message in one or more mailboxes
  • Mailbox@context

  • Options

GoToJump to a particular priority, extension, or context
  • Context 

  • Extension 

  • Priority 

HangupHangs up the calling channel
  • Hangup Cause Code

Send DTMFPlay DTMF tones
  • DTMF digits: list of digits accepted 0-9, *#, a-d, A-D, w (for a half second pause), W (for a second pause) , f (for a flash-hook, if the channel supports it). Max 30 digits

  • Timeout between tones: amount of time to wait between tones. expressed in ms (default to .25s - max 60000)

  • Tone duration: duration of each digit, expressed in ms (max 60000)

CustomExecutes an application
  • Application Name 

  • Params 

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