Inbound Call Routing

Incoming Call to a Twilio number

⬇️

1. Is the Twilio number that the contact called assigned to a user?

If Yes, Forward to the Twilio number assigned user's phone number

If No ⬇️

2. Is the contact/lead calling the Twilio number assigned to a user?

If Yes, Forward to the Twilio number assigned user's phone number

If No ⬇️

3. Does the Twilio number called have a forwarding number set?

If Yes, Forward to the number in Twilio number's forwarding field

If No ⬇️

4. Is there a number in the Company Phone field in the Business info tab on the location settings page?

If 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

Click on Assign to

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, 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.

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