Routing
Telephony - Routing is the override layer. The trunk default already sends unrouted calls somewhere. Open this tab only when one number (or one outbound prefix) should not follow that default.
If every inbound DID on the trunk lands on the same agent, skip this page. Adding a route “just in case” is how the wrong agent answers.
Two sub-tabs sit under Routing: Inbound and Outbound. You cannot add either until Trunks has a SIP trunk (and, for most routes, numbers on that trunk).
When there is no trunk yet, the page shows a banner: Add a trunk first. Inbound and outbound routes need a SIP trunk before you can add them. with + Add trunk. + Add Inbound Route stays disabled. The empty list says No inbound overrides — every number follows its trunk default.
Which sub-tab
Section titled “Which sub-tab”You can also add a route from the agent’s Channels - Telephony tab when that control is available. That creates an inbound route pointed at this agent - the same object as Telephony - Routing - Inbound.
On the agent
Section titled “On the agent”| Agent place | What this tab supplied |
|---|---|
| Channels - Telephony (add route, when shown) | An inbound override locked to this agent. Same row you see under Inbound. |
| Call handling - Outgoing | How the agent behaves on an outbound call - Outgoing. Which trunk and caller ID carry the call is the Outbound sub-tab here. |
| Trunk default | If you never add a route, Your own carrier destination is what answers. |
Time-based inbound (later)
Section titled “Time-based inbound (later)”On Add Inbound Route you can set office-hours rules and after-hours / holiday destinations (AI agent, user, user group, conference room, external number / bridge), when those controls appear. Skip this until one DID should land somewhere else after close.
First setup - only when a second number needs a different landing
Section titled “First setup - only when a second number needs a different landing”-
Confirm the trunk default is right for most numbers
Your own carrier - destination = the usual agent. Call one DID. If that already works, you do not need a route.
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Open Telephony - Routing - Inbound
If you see Add a trunk first, create the trunk and add numbers, then come back. You cannot put the same DID on two inbound routes.
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+ Add Inbound Route
Pick the number(s) that should not follow the default. Pick the destination (this AI agent, a user, a group, a conference, or an external number / bridge). Save.
Until a trunk exists, the form is blocked. The banner and disabled + Add Inbound Route look like this:
routing-form -
Call that DID
Open Calls. If the default agent still answers, the route is inactive, the numbers bypass it, or you dialed a different DID.
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Outbound only when two trunks exist
+ Add Outbound Route - which trunk carries the call, which trunk numbers can be caller IDs. Leave this until prefixes or caller-ID pools actually differ.
What “broken” looks like
Section titled “What “broken” looks like”- + Add Inbound Route disabled with Add a trunk first - no SIP trunk yet.
- + Add Inbound Route disabled after a trunk exists - every inbound number is already on a route, or the trunk has no free numbers.
- + Add Outbound Route disabled - the trunk has no numbers yet.
- The route exists but callers still hit the default - the route is inactive, or the trunk is disabled.
A disabled inbound route is not a delete. Calls fall through to the trunk default.
Troubleshooting
Section titled “Troubleshooting”I cannot add an inbound or outbound route
There is no trunk yet (banner: Add a trunk first), the trunk has no numbers, or every inbound number is already on a route. Add or free a number on the trunk first.
I added an inbound route and the default agent still answers
The route is off, the DID is not on that route, or you dialed a different number. Check the route row status and chips.
Do I need routing for my first Voice Logica number?
No. Assign the DID, confirm it rings this agent, stop. Routing is for a second landing place.