Before you start
- You need a phone number already added to your workspace.
- You need a destination to route to — most commonly a queue.
Steps
1
Go to Routing rules
In the left navigation, select Routing rules, then select Add rule.
2
Enter the DID
Enter the DID (Phone number) this rule matches, in the same E.164 format you used
when you added the number.
3
Choose the destination type
Set Destination type to Queue, Ring group, IVR menu, Voicemail, or
Extension.
4
Choose the destination
Use the destination picker to select the specific queue, ring group, menu, voicemail
box, or extension.
5
Set the priority
Leave Priority at the default unless you have more than one rule that could match
the same number.
6
Save the rule
Confirm Active is set to Yes, then select Save.
Verify
Call the phone number from an outside line. It reaches the destination you configured —
a queue rings an available agent, a ring group rings its members, an IVR menu plays its
greeting, or voicemail answers. The call also appears in Call records.
Common problems
- The call doesn’t ring anywhere. Confirm the phone number’s Edge trust is Trusted on the Phone numbers page — an untrusted number never reaches routing at all, regardless of the rule.
- The rule doesn’t seem to apply. Confirm Active is Yes and the DID matches the
number exactly, including the
+and country code. - It rings a queue but no agent answers. The queue might have no members, or no agent is available — see Create a queue.