This controls inbound routing only — which destination an incoming call reaches based on
the caller’s number. It doesn’t affect the caller ID Get2Dial presents on outbound calls;
that’s set per carrier (see Connect a SIP carrier) and per lead
list (see Import a lead list).
Before you start
- You need a destination to route matching calls to — most commonly a queue.
- Understand routing rules first — caller ID rules are evaluated before them, not instead of them.
Steps
1
Go to Caller routing
In the left navigation, select Caller routing, then select New caller rule.
2
Name the rule
Enter a Name you’ll recognize, such as “VIP customers to priority queue”.
3
Scope it to a number, or leave it open
Leave DID blank to apply this rule to calls to any of your phone numbers, or select
one to scope it to that number only.
4
Choose how it matches the caller
Set Match type to Prefix to match the start of the caller’s number, or Regex
for a pattern.
5
Choose the destination
Set Destination type to Queue, Ring group, IVR menu, Voicemail, or
Extension, then pick the specific one.
6
Set the priority
Enter a Priority if you have more than one caller rule that could match the same
call — lower numbers are evaluated first.
7
Save the rule
Confirm Active is Yes, then select Save.
Verify
Call one of your phone numbers from a number that matches the rule. It reaches the rule’s
destination instead of the number’s normal routing rule.
Common problems
- The rule doesn’t seem to apply. A more specific rule (lower priority number) might be matching first, or the call might not match your prefix or pattern exactly.
- You wanted this for outbound caller ID, not inbound routing. See Connect a SIP carrier for your default outbound caller ID, Caller ID policies for rule-driven selection (pooled, geographic, or DID-based) applied per campaign, or Import a lead list for a per-list static override.