Call Routing

The legacy Call Routing menu matches SIP Header information on an incoming call to route it directly to an agent, skill, or dialable number, independent of an IVR.

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.

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Current Status of This Menu
For routing calls by the number dialed, it is best practice to move rules into a Parameter condition in the Primary IVR — see Call Routing Methods for the migration steps. This menu remains the current, supported method for matching a Skill Routing Identifier supplied by an external UC platform — see Call Routing in CCaaS — and is not being deprecated for that use case.

Accessing Call Routing

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

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

Creating a Routing Rule

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

Select + to add a rule
Enter the following fields:

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 Done
Select Make Live once all routing rules are configured

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Best Practice
Contains is the recommended Matching option in most cases, since it tolerates minor formatting differences in how a phone system populates a SIP Header field.

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Example
A rule using SIP Header To, Matching Contains, Value IVR routes any call with "IVR" anywhere in the To header to the configured destination.

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.

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Example
A phone system supplies a custom P-Served-User header instead of a default one. Entering P-Served-User directly into the SIP Header field allows a rule to match against it the same way as a default header.

Handling Unmatched Calls

A default skill can be configured for calls that match no routing rule.

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Default Skill Required
No default skill is set out of the box. A call that matches no routing rule is disconnected immediately unless a default skill is configured.

Updated about 3 hours ago