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How Inbound Call Routing Works

Jomille

Inbound Call Routing

Inbound Call Routing is the process that happens if a prospect calls back the phone number from a text message or the phone call that they received from your Enrollio outbound number or a number they found on your website, funnel, etc.

When a campaign sends out text messages or calls the outbound phone number is the phone number that you set up under Settings > Phone.

 

NOTE: Inbound calls can be forwarded to a cell phone but they cannot be answered in the desktop application. You can make outbound calls from the app. 

Overview:

  • If you have a phone number assigned to a user, the inbound call will route to that user's phone number
  • If the lead is assigned to a user. It will route to the assigned user’s phone number
  • If there is not a phone number assigned to the user, the lead is not assigned to a user, and a forwarding number is set it will forward to the forwarding number
  • If there is no forwarding number set up, then the call will route to the company number.

Incoming Call

 

Is the number assigned to a user/staff member?

  • Yes, the number is assigned to a user/staff member

  • Routes to the user who is assigned to the number

  • No, the number is not assigned to a user

Is the contact/lead assigned to the user?

  • Yes, the contact/lead is assigned to a user

  • Routes to the assigned user's phone number

  • No, the contact/lead is not assigned to a user

 

Does the number have a forwarding number set?

 

  • Yes, the number has a forwarding number set

  • Routes to the numbers forwarding field

  • No, the number does not have a forwarding number set

Is there a number in the company phone number field in the Business information tab on the account settings page?

  • Yes, there is a number in the Business information tab in the Company Phone Field

  • Routes to the Company Phone field

 

Step 1: Setting Up Your User Phone

  • If the lead is assigned to a user, the call will be forwarded to the User's Phone. 

  • To update the User Phone navigate to Settings > My Staff > Team Management.

  • Fill out all the appropriate user information, including the phone number.

  • Click Save to confirm your changes.

Step 2: Setting Up Your Forwarding Number

  • If you did assign a Call Forwarding Number but the lead is not assigned to a specific user, the call will be forwarded to the set Call Forwarding Number. 

  • To update the Call Forwarding Number navigate to Settings > Phone Numbers > Edit > Enter the forwarding number > Update. 

Step 3: Setting Up Your Company Phone

  •  If you did not set up a specific Call Forwarding Number and the lead is not assigned to a specific user, the call will be forwarded to the Company Phone.

  • To see which number is in Company Settings, navigate to Settings > Business Info > Company Data, and update the phone number.

 

 

 

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