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Route incoming calls

Incoming call handlers define where a call goes after it reaches a tracking number. Set them once on the tracking site, and override them on a number pool or a static number when calls to those numbers should go somewhere else.

Handler types

Type What it does Use it for
Phone Number Forwards the call to an Australian landline or mobile. The simplest setup: every call rings the business's existing number.
Flow Hands the call to a published Flow. Business hours, menus, ringing several numbers, failover, whisper, voicemail. See Business hours, failover and voicemail with Flow.
SIP Forwards the call to a SIP URI or an Enfonica load balancer. Businesses with a PBX or contact centre on SIP.
HTTPS URL Hands the call to a custom voice application at that URL. Advanced setups that Enfonica has arranged with you.

Where handlers are set

Handlers are inherited from the site down:

  1. A static tracking number's own handlers, if it has any.
  2. Otherwise the number pool's handlers, if it has any.
  3. Otherwise the tracking site's handlers.

The quote's forwarding number becomes the site's first handler when the account is created. In an enterprise account you set the handlers when you create the site. A pool or static number with no handlers of its own uses the site's, so most sites need handlers in one place only.

The call is sent to the first handler in the list. To ring several numbers, to try a backup when the first doesn't answer, or to apply schedules, use a Flow handler rather than several handlers.

Set the site's handlers

  1. In the Enfonica Console, open the tracking site and click Settings.
  2. Under Incoming call routing, click the add control and choose a handler type.
  3. For Phone Number, enter the number. For Flow, select a published flow, or click Create new flow to build one. For SIP, choose Load balancer or SIP URI and enter the target, such as sip:alias@domain;user=phone. For HTTPS URL, enter the URL.
  4. Confirm the handler. To change the order of several handlers, use the arrows.
  5. Click Save Changes.

Calls that arrive from now on use the new handlers.

Up to five handlers can be listed.

Override handlers on a pool

  1. Click Number pools and open the pool.
  2. Under Pool configuration, add handlers in the same way.
  3. Click Save Changes.

Calls to the pool's numbers now use these handlers instead of the site's.

Override handlers on a static number

  1. Click Static numbers and click Edit next to the number.
  2. Under Routing, add handlers.
  3. Click Save Changes.

Calls to this number now use these handlers instead of the site's.

What the caller hears

When recording is on and the preamble is enabled, the caller hears the consent message before the call is forwarded. See Record calls and play a consent message. Otherwise the call is forwarded straight away.

Call outcomes

Whatever the handler, the call log records whether the call was completed, not answered, busy, rejected or failed, and the number it was forwarded to. See Review tracked calls.

What's next