Inbound routing
Give every number the right answer.
Send incoming calls to your phone system, a verified forwarding number or a call sequence. Manage the route beside the number, then follow what happened to each call.
Give the call a destination
ExampleIncoming customer call
+1 202 555 0194
Deliver to a SIP trunk
Your phone system handles the call.
Follow the connected session
Keep each call leg and its outcome visible.
Illustrative number and routing choices. Available actions depend on the number.
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Where should this call go?
Start with the number’s purpose. A support number may reach your PBX, a regional office may forward to a verified phone, and a service line may start a sequence. Assign an explicit answer to each number before making it public.
Deliver to your phone system
Enable inbound calling on the selected trunk and add the gateway that receives the call. Configure both the number and the trunk; neither is enough on its own.
Forward with a verified target
Use a destination number your workspace is allowed to forward to. The outbound leg still needs an enabled country and valid account capacity.
Make identity clear
What will the person answering see?
Caller identity affects both the recipient’s experience and how downstream carriers treat the call. Choose from the presentation options the number exposes, then check the actual recorded value. Verification establishes eligibility; it does not guarantee that every carrier will preserve the caller ID.
- 01
Understand the two legs
A forward creates an arriving call and an outbound call, correlated through the session. Read both legs to understand what connected and where a failure occurred.
- 02
Price the complete route
Forwarding includes the receiving and outbound legs. Review the published rates and applicable handling components for the route you plan to use.
Keep routes observable
See what the number did at the time.
A call record retains the inbound route chosen for that call. A later configuration edit does not rewrite its history. Read that route alongside the outcome and any rejection reason to distinguish a deliberate refusal from a failed delivery attempt.
Treat changes as operational changes
Disabling or deleting an inbound trunk changes the numbers pointing to it. Verify their new bindings before restoring customer traffic.
Confirm the caller experience
Call each public number from outside your system. Check greeting, routing, two-way audio, timeout and hangup, including the path when the target cannot answer.
Questions about inbound routing
Do newly allocated numbers answer automatically?
Can an incoming call reach my AI assistant?
Why did a forwarded call fail?
Does the route field prove the call connected?
Does forwarding cost the same as one incoming call?
Build the next part of your calling path
Inbound routing guide Follow the setup, requirements and operational checks.
SIP trunking Connect your PBX, softphone or SIP application to the telephone network.
Call sequences Turn prompts, keypad choices and named branches into a versioned workflow.
Voice pricing Review published destination rates and relevant call components.
Related resources
Continue with the documentation, guides and examples for this topic. Resources are in English.
Talk to our Voice team
Give your number a destination.
Choose how incoming calls reach your team. Test the number, destination and unanswered path together before publishing a customer contact number.