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Inbound Routes

Super AdminTenant Admin

Inbound routes tell ICTPBX what to do with calls arriving on a specific DID (Direct Inward Dial) phone number. You can send the call to any destination – an extension, ring group, IVR menu, voicemail box, call queue, conference room, or external number – and the route activates instantly with no downtime.

ICTPBX inbound routes list

Creating an Inbound Route

  1. Go to PBX › Inbound Routes
  2. Click Add Inbound Route
  3. Select the DID number this route applies to
  4. Choose the destination type and select the specific destination
  5. Optionally set a caller ID name prefix to help agents identify which DID the call arrived on
  6. Click Save – the route is live immediately

ICTPBX new inbound route form

You need a DID number assigned to your tenant before you can create an inbound route. Contact your Super Admin to have a DID assigned, or manage your DIDs from the DID Numbers page.

Routing Options

  • Extension – ring one specific extension
  • Ring Group – ring multiple extensions simultaneously or in sequence
  • IVR Menu – play a greeting and let the caller choose
  • Voicemail – send directly to voicemail
  • Call Queue – place the caller in a queue for agent distribution
  • Conference Room – drop the caller into a conference
  • External Number – forward to any outside number

Related Features

  • Call Flows – point your DID to a call flow for automatic business hours routing
  • DID Numbers – view and manage the numbers assigned to your tenant