Inbound Call Routing - Explained
Modified on: Tue, 10 Oct, 2023 at 7:34 PM
TABLE OF CONTENTS
1. How would we know which Twilio number the contact call if we have more than one Twilio number?
3. How to check if the contact/lead inbound call number is assigned to a user?
5. What happens if I don't configure any forwarding numbers?
6. Can I configure the Twilio number to go to a voicemail directly?
7. I always want calls to forward to one number no matter what, how do I set this up?
Where do calls go when a lead calls back?
Incoming Call to a Twilio number
1. Is the Twilio number that the contact called assigned to a user?
✅
Yes
Forward to the Twilio number assigned user's phone number
❌ No ❌
2. Is the contact/lead calling the Twilio number assigned to a user?
✅
Yes
Forward to the assigned user's phone number
❌ No ❌
3. Does the Twilio number called have a forwarding number set?
✅
Yes
Forward to the number in Twilio number's forwarding field
❌ No ❌
4. Is there a number in the Company Phone field in the Business info tab on the location settings page?
✅
Yes
Forward to the number in Business Info tab > Company Phone field
FAQs:
1. How would we know which Twilio number the contact call if we have more than one Twilio number?
Go to Reporting -> Call Reporting -> Double-click the specific date that the contact call
Click Filters,
Filter Direction to Inbound
Once it is filtered, click the arrow on the right to expand more information
Check Call flow to see which Twilio number they called
2. How to check if the Twilio number is assigned to a user?
Once you are in the sub-account, Click Settings at the bottom left:
1. Click on My Staff
2. Click on Edit (pick any one user to edit)
Expand Call & Voicemail Settings
Once you click the Select Twilio Number dropdown
If it says Twilio number (already assigned to another user) and you don't know which user it is, the only way to check will be to Edit each user to Expand Call & Voicemail Settings section to find out which user the Twilio number is assigned to.
If you see a Twilio number like this, e.g. my Twilio number is (778) 907-0712
That means all calls to the assigned Twilio number (778) 907-0712 will be routed to this user's phone number.
Even if the lead is assigned to another user, inbound calls will always always always go to the user's phone number.
Check what the user phone number is > Expand User Info in the first section to check the user phone number.
If there's no user phone number, it will fall back to the forwarding number set in phone number settings.
3. How to check if the contact/lead inbound call number is assigned to a user?
Once you are in the sub-account, Click on Contacts
Lookup the phone number of the contact who called the Twilio number on the top right Quick Search box
Click on the contact
Check if the contact is Assigned to any users on top
If it's assigned to User A, all inbound calls will go to User A
But if the Twilio number that the contact dialled is assigned to user B already - 1st priority where the Twilio number is assigned to the user (How to check), all inbound calls will go to User B even if the contact is assigned to User A.
4. If you already checked, no Twilio number is assigned to the users, no forwarding number configured, the call still forwards, why?
Please check if there's a company Phone set in
Business Information > Company Phone
5. What happens if I don't configure any forwarding numbers?
The call will drop immediately after we call the Twilio number.
6. Can I configure the Twilio number to go to a voicemail directly?
You can configure the Voicemail For Company And For Users.
One way might be to get a Google voice number with the voicemail configured and put it in the forwarding number.
Set the incoming call timeout to 1 second so it will drop the call faster in 2-3 rings.
Or you can assign the Twilio number to a user and receive Inbound Calling on Mobile APP.
7. I always want calls to forward to one number no matter what, how do I set this up?
You can set up a new user, and assign the Twilio number to the user. All the calls will always go to that user's phone number.
8. When we call the Twilio number, it disconnects right away, and it won't even ring, we already reset and bought a new number but it's still showing the same issue?
Edit the Twilio number and check if there are any custom values set up in the whisper message. Broken custom values will affect incoming calls and cause it to drop.
Another possible reason is that the Twilio number might not be voice capable. In this article How to check logs for a specific Call in Twilio, it will navigate how to also check the Twilio number's capabilities.
9. Can we do call forwarding with an extension?
Only when a Twilio number is assigned to users. There’s an extension field next to user's phone number. All the calls will always go to that user's phone number.
Scenario: A lead receives a SMS or call from a HighLevel campaign. The lead calls back the number they see on their caller ID, which is the phone number originally setup with Twilio (seen in Settings -> Phone Numbers). Where does the call go?
Company Phone (First Layer):
If there is no Call Forwarding Number and the lead is not assigned to a specific user via a user assigned campaign...
the call will be forwarded to the Company Phone.
To update the Company Phone follow the steps below:
Click Settings on the client view.
Click Company.
Update the number found in the Company Phone field.
Click Update Company.
Call Forwarding Number (Second Layer):
If there is a Call Forwarding Number and the lead is not assigned to a specific user via a user assigned campaign...
the call will be forwarded to the Call Forwarding Number.
To update the Call Forwarding Number follow the steps below:
Click Settings on the client view.
Click Phone Numbers.
Update the Call Forwarding Number of the selected default outbound number.
Click Save.
User Phone (Third Layer)
If the lead is assigned to a user via a user assigned campaign...
the call will be forwarded to the User Phone.
To update the User Phone follow the steps below:
Click Settings on the client view.
Click Team Management.
Click Edit for the user who was assigned the lead.
Update the Phone field.
Click Save.