How to Set Up Phone Number Routing and Call Forwarding

How to Set Up Phone Number Routing and Call Forwarding

Quick one here. Set up your phone numbers so inbound calls actually ring on your app and route to the right person, whether that's just you or your whole team. Also covers how your designated number works when you dial out so nothing gets mixed up.

1. Open the phone service settings 0:31

• Go to Settings at the bottom of the app.

• Select Phone Service System.

• Find the phone number you want to configure.

• This is the starting point for routing inbound calls to the right person or device.

2. Edit the phone number configuration 0:48

• Click into the specific phone number.

• Choose Edit Configuration.

• Use this area to decide how inbound calls should be handled.

• This is especially useful for dedicated lines like an acquisitions line or PPC tracking number.

3. Assign a primary team member or forwarding number 1:17

• If one person should receive the calls, select that team member from the list.

• If you want calls to ring a different phone, enter that forwarding number instead.

• This makes the selected person or number the primary destination for inbound calls.

• If left blank, the phone can still ring, but it won’t have a primary designated recipient.

4. Add additional ring mode team members 1:42

• Use the Call Forwarding tab to add more people who should be notified.

• Add team members in ring mode if multiple people need to answer the same line.

• This makes the number ring on multiple devices at the same time.

• Helpful for shared lines like dispositions or first-come-first-serve call handling.

5. Set voicemail or Voice AI backup behavior 2:24

• If available, you can route calls to Voice AI as a backup.

• Set the timeout to control how long the number rings before moving to voicemail or Voice AI.

• This helps ensure calls are still handled if nobody answers right away.

• Save these settings once the routing behavior is correct.

6. Review advanced call settings 2:42

• In Advanced Settings, you can turn on Call Connect.

• Call Connect requires pressing a button before answering, but the speaker recommends leaving it off.

• You can also enable a whisper message to hear where the call is coming from before answering.

• These options are optional and depend on how much extra call handling you want.

7. Understand the difference between inbound routing and outbound caller ID 3:26

• If a team member is assigned, that number becomes the designated number for outbound calls from the app.

• This means calls you place from the app will show that assigned number.

• If you assign multiple numbers, the designated outbound number may keep changing based on the latest setup.

• This is separate from inbound call routing, which is handled through call forwarding and ring settings.

8. Save and use the number for tracking 3:53

• Save the configuration after making your changes.

• Give the number a clear, friendly name so it’s easy to identify later.

• This makes it easier to track which campaigns or sources are generating calls.

• Once saved, inbound calls should route to the right app, phone, or team member automatically.