Call Routing evaluates SIP Header information on an incoming call — such as the number dialed or the phone system that sent it — against a list of rules, and sends the call directly to an agent, skill, or dialable number when a rule matches, without passing through an IVR call flow. It predates the IVR's Parameter condition, and accounts configured before Parameter conditions were available may still have rules defined here.

Accessing Call Routing

Call Routing is accessible to accounts with Supervisor or Admin permissions.

1. Navigate to Routing Configuration > Call Routing
2. All configured routing rules are listed in the modal

Managing Call Routing Rules

Adding a Rule

Each rule matches a SIP Header field against a value and sends matching calls to a destination.

Located at the top-right of the popup, click the + icon to add a new call routing rule.

Field	Description
Routing Rule Name	A descriptive label for the rule.
SIP Header	The header field to match against — commonly To, From, User-Agent, or P-Asserted-Identity, or a custom header entered as free-form text.
Matching	The comparison applied to the header value: Equals, Contains, Starts With, or Ends With.
Value	The text compared against the selected SIP Header.
Destination	Where the call routes when matched: Agent, Skill, or Dialable Number.

Select Make Live once all routing rules are configured.

No Routing Rules Match

Call Routing Rules matched-based that sends matching calls to a destination. If there is a no match, it will fallback to the No Routing Rules Matched rule.

Using a Custom SIP Header

Not every phone system supplies the default SIP Header fields, and some supply additional custom headers instead. The SIP Header field accepts free-form text, so a rule can be built against any header a phone system provides, not only the defaults.