Phone System · 1 min read
Inbound Calls: IVR, AI, Routing and Call Flow Explained
How inbound routing works
Inbound routing decides which workflow, AI agent, user, team, forwarding number or backup gets a call. A forwarding number doesn't always receive every call first: number ownership and contact ownership can take priority.
The call flow
- IVR or workflow routing, or Voice AI set to answer directly, handles the call if configured.
- Owner-based routing: the number's owner or the contact's assigned user is rung.
- Team and devices: eligible user devices and Ring more team members ring.
- Forwarding destination: if nothing higher handles the call, the configured forwarding number is used.
- Backup: if nobody answers before the timeout, the call goes to Voice AI or voicemail.
If a caller matches a contact assigned to a user, that user may be rung before the general forwarding route.
Routing priority
| Layer | What happens | | --- | --- | | IVR / workflow | The IVR or workflow controls the call | | Voice AI (answer directly) | The AI agent answers before normal routing | | Owner-based | Number owner or contact owner rings first | | Team and devices | Assigned users and extra team members ring | | Forwarding | The forwarding destination rings | | Backup | Voicemail or Voice AI takes the call |
Tips
- Map out your routing before changing several settings.
- Avoid forwarding to a number in your own account (see Avoid Call Loops).
- Use Inbound Call Routing by Working Hours to skip users who are off.