Overview
An inbound route defines how incoming calls are handled on your Virtual-Call Cloud PBX. It determines where a call is routed based on DID numbers and caller ID patterns—for example, to an extension, ring group, IVR menu, or queue.
With time conditions, you can route calls differently depending on business hours, outside business hours, and holidays.
Prerequisites
- Administrator access to the Virtual-Call Cloud PBX
- At least one configured trunk with assigned phone numbers (DIDs)
Inbound Route Overview
Navigate to Call Control → Inbound Route.
Columns in the Overview
| Column | Description |
|---|---|
| Name | Name of the inbound route |
| DID Patterns | DID numbers or patterns that this route matches |
| Caller ID Pattern | Filter for incoming caller IDs (optional) |
| Default Destination | Where the call is routed by default |
| Current Destination | The currently active routing destination (may vary depending on time conditions) |
| Time-Based Routing Mode | Whether time-based routing is enabled |
| Move | Change the order of routes using arrow icons |
| Operations | Actions: |
Important: The order of inbound routes matters. Incoming calls are matched from top to bottom — the first matching route is used. Adjust the order using the arrow icons in the “Move” column so that more specific rules are placed above general ones.
Use the Add, Import, and Export buttons to create routes, import from CSV, or export as CSV.
Editing an Inbound Route
In the Operations column, click to edit an existing route. The configuration is divided into several sections:
Section: General
| Field | Description |
|---|---|
| Name | Name of the inbound route (required) |
| Inbound Alert Info | Optional text displayed on the recipient's phone to identify the origin of the call |
Trunk Assignment
In the Trunk section, select which trunks this inbound route should apply to. Move the desired trunks from Available to Selected.
Section: DID Pattern
| Field | Description |
|---|---|
| DID Matching Mode | Determines how incoming numbers are matched. Options: “DID Pattern” (pattern-based matching) or other modes depending on configuration |
| Pattern | The DID numbers or patterns that this route matches. Click Add to enter a pattern. |
Note: The number format must match the trunk provider's format, otherwise the call will fail. If inbound calls are not being delivered, try removing the DID number pattern.
Section: Caller ID Pattern
| Field | Description |
|---|---|
| Caller ID Pattern | Filter mode for incoming caller IDs. Default: “Caller ID Matching Settings” |
| Pattern | Caller ID patterns are assigned to this route. Click Add to enter a pattern. |
Tip: Use caller ID patterns to route calls from specific countries or number ranges to a dedicated destination.
Section: Default Destination
Define where incoming calls are routed:
| Field | Description |
|---|---|
| Default Destination | Select the destination for incoming calls — e.g., an extension, ring group, IVR, queue, or “Hang up” |
| Time Condition | Enable this option to route calls to different destinations based on business hours |
Configuring Time Conditions
When you enable the Time Condition, additional fields appear:
| Field | Description |
|---|---|
| Time-Based Routing Mode | Type of time-based routing (e.g., “Based on Business Hours Configured for the Time Zone”) |
| Time Zone | The time zone used to evaluate business hours |
| Business Hours Destination | Routing destination during business hours |
| Outside Business Hours Destination | Routing destination outside business hours |
| Holidays Destination | Routing destination on holidays |
| Ignore the Holiday Destination | When enabled, the holiday destination is ignored and the regular business hours destination is used instead |
| Play Holiday Prompt During Holidays | When enabled, a special announcement is played on holidays |
Section: Fax Detection
Enable Fax Detection to automatically detect incoming faxes and route them to a separate destination:
| Field | Description |
|---|---|
| Fax Destination | Destination type for detected faxes (e.g., “Extension”) |
| Extension | The extension to which detected faxes are forwarded |
Creating an Inbound Route
- Navigate to Call Control → Inbound Route.
- Click Add.
- Enter a name and select the desired Trunk.
- Configure the DID pattern with the desired DID numbers.
- Set the default destination (e.g., an extension or ring group).
- Optional: Enable the time condition and configure separate destinations for business hours, outside business hours, and holidays.
- Click Save.
Best Practices
- Create a separate inbound route for each phone number or number group to allow precise call routing.
- Use time conditions to automatically route calls outside business hours to a voicemail or announcement.
- Use caller ID patterns to route calls from specific regions to specialized teams.
- Check the Current Destination column in the overview to quickly see where calls are currently being routed.
- Make sure the DID pattern exactly matches the number format of your trunk—mismatches will prevent calls from being delivered.
- Pay attention to the order of inbound routes: calls are matched from top to bottom, and the first matching route is used. Always place more specific rules above general ones.
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