Caller ID Routing

This feature enables the creation one or more inbound call route tables that route to a particular destination, based on Caller ID (CID). A Caller ID Route matches either a call’s CID Name or CID Number, and then uses an individual Call Route to deliver the call to its destination.

If the system cannot match the CID information with any defined patterns in the table, the call will be routed to the destination set in the “If no records match, route call to:” field of the table.

NOTE: You can create multiple tables each with a maximum of 500 Patterns for the entire Routing table.

Creating A New Caller ID Route

1. Navigate to the appropriate customer.
2. Click Services in the main menu and click Caller ID Routing in the side menu.

3. Click the New Caller ID Route button.
4. Configure Route Settings.

1. Route Name – enter a name for the new route.
2. Description – briefly describe the purpose and/or design of the Route.
3. Match By – choose EITHER Caller ID Number or Caller ID Name.

5. Set Routing Strategy. 

Here you will define one, and only one, matching condition per row for the CID of the incoming call. Each Caller ID Route must have at least one row completed in this section.

6. Add Patterns.
   1. For Caller ID Number, enter the 10 digit phone number.
   2. For Caller ID Name, enter the alpha characters for the CID.For a person’s name, a best practice would be to enter all variants of the name.
      For example: Timothy Smith, Tim Smith, T Smith, etc.
7. In Route Notes, enter any relevant notes for clarification.
   For example: Bob’s cell, Barb’s office, ABC Co. main number
8. In Route To, use the dropdown list to select the destination for the incoming call.
   Certain selections will bring forth a second dropdown list, which must also contain a selection.
9. To add a new row, click the plus (+) icon at the bottom of the rows.
10. For If no records match, route call to – Use the dropdown list to select the destination of last resort for the incoming call, i.e., when none of the conditions in any of the rows are met.
    Certain selections will bring forth a second dropdown list, which must also contain a selection.
11. Click the Save button.