How to configure caller ID based routing

Getting started

Caller ID based routing allows you to route or reject calls based on the caller's phone number. It allows you to create simple rules that places full control of where calls are directed to within your company.

Based on the caller ID, you can route calls to any type of destination on your account. This has several uses. For example, you could direct certain phone numbers straight to their account manager. If you have more than one office, you could direct calls from specific area codes straight to a regional office.

If you have a specific out of hours phone number, you can add all of your existing customers to your control panel directory and only accept calls from them.

And if you have problems with a nuisance callers or withheld numbers, you can reject these even before your phone rings.

Video walkthrough

To help you set up caller ID based routing, you can watch our walkthrough video below. You can pause and rewind as necessary, and use it along with the notes below.

Basic configuration

To configure caller ID based rules, click on Caller ID Routing from your control panel. Use the Create Caller ID Rule area to select an unused internal number to assign to the rule. Chose a descriptive name and click Create.

You have several different rules that you can configure. If you wish to divert withheld numbers to a specific destination, select where from the dropdown box alongside the caller ID rule entitled Witheld. You can also chose to reject such calls.

If you leave this box blank, any withheld numbers will be routed to whichever destination is chosen in the Default caller ID rule.

You can also route any calls from entries in your control panel directory to a specific destination, simply chose from the dropdown box as above.

A powerful functionality is to enter a caller ID pattern. This allows you to build powerful rules based on the telephone number of the inbound call. The following options are available:

• Enter a full number to create a routing rule for that specific number
• You can also enter a partial number using an asterisk. For example, you can route to a destination based on an area code or range of numbers
  
• You can even add an asterisk to the beginning to block phone numbers that end in a certain pattern

You can of course create multiple rules for different types of number.

Finally you can set the default destination for all inbound calls. By default, any caller IDs which do not match a rule will be rejected. Therefore we recommend setting a default destination to avoid unexpected behaviour.

What type of destinations can I divert calls to?

You can divert calls to any type of destination on your account:

• Individual user extension
• Hunt group
• Voice menu
• Conference room
• Alias
• Call queue
• PIN access control group
• Calendar based routing group
  

Rule priority

When an inbound call is made, the system will assign a destination to it in the following way:

• First it will see if the number is withheld
• If not, it will attempt to find if the full number has been entered or is in the directory
• It will then attempt to match a partial number or area code
• Finally it will resort to whichever default destination you have assigned
  

Why are most of my inbound calls being rejected?

If you find that calls are regularly being rejected, check whether you have set a default rule. When a new caller ID based rule is created, initially all calls will be rejected. This will change once you add rules (for example, setting a destination to any telephone number in your directory). However any caller ID which doesn't match any of these rules will be rejected.

Therefore it is worthwhile setting a destination in the default dropdown box as a fallback for any calls that don't match any of the rules you create.

Why don't any of my calls get routed as expected?

Always ensure you assign your new caller ID rules to one of your external numbers or a group (such as a hunt group or voice menu). You can assign your rules to an external number in the Phone Numbers section of your control panel.

If you have done this and calls are still not routing as expected, it is worth carefully checking the caller ID rules, bearing in mind the priority each type of rule is given.