Conditional Call Router (Dynamic Inbound Routing)

Updated: February 4, 2025

Conditional Call Router is a PBX destination within Call Tools that routes calls to destinations based on a set of conditions.
 
Click Create Call Router to begin.



Name. Create a name for the conditional call router.
Description. Create a description of how this call router will function (optional).
Extension. Create an extension for this call router (optional).



Conditions

If Contact. Click the blue + icon to open the menu and select your "if" condition. In this example, we're selecting the contact's "State."



The Operator. The dropdown menu contains a list of operators that can be used. In this example, we're selecting "Equals."
State. Because we chose the "State" condition, the system provides a dropdown menu with states to choose from. In this example, we selecting "CA."
Any or All. If the "All" operator is selected, then all conditions must be met in order to route to this destination. If the "Any" operator is select, then only one condition of many can be met in order to route to this destination.



Keep in mind, not every condition set will look the same. In some cases, values may need to be entered manually. For example, the "City" condition will require a manual entry.



Lastly, if the conditions are not met, there is an option to route the call to a "failover." In this example, we're selecting an "External Phone Number" that's been pre-programmed in our system.



Condition rows can be deleted by clicking the X icon. Condition sets can be deleted by clicking the Trash icon. Conditions sets can also be rearranged by clicking the upward or downward arrows on the right side of the form.



Click Save to finish.

Important: Conditions are evaluated from top to bottom to determine how the call will be routed. This ensures there are no conflicts when contacts meet the conditions of multiple condition sets.

DID Routing

The next step is to have a DID route to this Conditional Call Router destination.

Go to: PBX > Phone Numbers (DIDs)

Select a DID, or purchase a new DID, and set the destination to the Conditional Call Router. In this example, the destination is - "Conditional Router: My Call Router."

Click here to read more about DID destinations.

Once the destination has been set, run test calls to ensure it's working as intended based on the conditions.

Transfers

If the Conditional Call Router has an extension, it can be used as a transfer destination. This works whether using "Predefined Destination," manually entering the phone number, or using a connector button from the agent dashboard.

Calls Without a Contact ID

When inbound calls do not have a contact ID (they're not an existing contact in your account), all of the contact field conditions are "false," except for the "Caller ID" fields and the failover destination at the bottom.

In other words, in this situation, only "Caller ID Number," "Caller ID Area Code," "Caller ID State," and "Caller ID is Blocked (True/False)" fields will work, as well as the "If none of these conditions are met route call to" field.



Case Sensitive Values

Values in which a manual entry is required are case-sensitive. For example, by selecting "County," entering "LA" will have a different result from "la." This will depend on how it's written on the contact form.



Note: This is not an issue with conditions that provide a dropdown selection.

Conclusion

In order to enable this feature, go to Account > Features > Conditional Call Routers, enable (check on) the feature, then click Save to finish.

This feature provides a way to manage and route inbound calls based on a variety of conditions and values. It allows for a more granular approach to directing calls that can be beneficial to businesses handling different types of calls. Multiple conditional call router destinations can be created as well, which may be useful for other scenarios.

For any questions regarding this feature, please contact support.