Inbound routes

When a call comes into your system from the outside, it will arrive along with information about the telephone number that was dialed (also known as the DID) and sometimes with the Caller ID of the person who called. The Inbound Routes module is used to tell your system what to do with calls that come into your system on any trunk. Then once our incoming campaign is available, we must proceed with the linking of a DID telephone number available in one of the SIP trunks through which the call requests would arrive with the incoming campaign in question.

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Figure 1: Inbound routes

To generate a new incoming calls route, we must access the Telephony menu item; Inbound routes where the created routes are listed and new ones can also be added.

In figure 2 an incoming route can be displayed on its configuration screen.

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Figure 2: Inbound route parameters

  • Name: is the one assigned to the route (alphanumeric without spaces)
  • DID number: Routing is based on the trunk on which the call is coming in. In the DID field, you will define the expected “DID Number“ if your trunk passes the DID on incoming calls
  • Callerid prefix: this allows text to be prepended to the caller ID name information from the call. This is often used to identify where a call came from. For example, a number dedicated for support might be prefixed with Support
  • Language: el language used for the system’s default audio over the channels that enter using the route.
  • Destination type: module type to route the call. Within the types of destinations there are (Incoming campaigns, IVRs, weather conditions, customer id, custom destinartions)
  • Destination: OMniLeads provides multiple ways to route a call. This is the place where the desired call target is selected.

It is important to clarify that it is allowed that several routes can have the same destination.