Configure call routing

Level: beginner

Customers expect to reach the right person quickly, and they are more likely to answer a call from a number they recognize. Voice Telephony routing lets you decide who answers each inbound call and from which number your reps call. Set up inbound routing on each phone number as a chain of steps. Set up outbound routing as rules that pick a number by the record from which a rep calls.

Before you start, set up the Voice Telephony app and add phone numbers. Learn more: Set up Voice Telephony (Twilio).

Route inbound calls

When a customer calls a phone number, Creatio runs the steps of that number one by one, in the order of their positions. If a step cannot connect the call, for example, if nobody answers in time, Creatio goes to the next step. Creatio rejects the call if the number has no steps, if Inbound enabled is cleared on the number page, or if the caller hides their number.

Configure the inbound call routing in the Inbound routing steps expanded list of the Routing rules tab on the number page. View the step types in the table below.

Step type	What it does
User or role	Rings a user, or up to 10 users of a role at the same time. If more than 10 users of the role turned on telephony, Creatio picks 10 of them before it checks whether they are available. Users who are away or on another call still count toward the limit.
Record call receiver	Finds the contact that matches the caller's number and rings the user from the selected field of that contact, for example, the owner of the contact.
External number	Forwards the call to a number outside Creatio, for example, a mobile phone or a SIP address.
Announcement	Plays a voice message, then goes to the next step.
Voicemail	Plays a greeting and records a message from the caller. This step ends the chain.

A user receives a call only if they have access to the "Use telephony" (UseTwilioTelephony code) system operation, their browser is open with the communication panel loaded, they allowed microphone access, their status is not "Away," and they are not on another call.

Example

Calls to the sales line first ring the owner of the caller's contact. If the owner does not answer, the call rings the "Sales managers" role. If nobody answers, the caller leaves a voicemail.

Set up inbound routing

To set up inbound routing:

1. Open the "Telephony" workplace → Phone numbers section → open the number.

2. Make sure that the Inbound enabled checkbox is selected.

3. Go to the Routing rules tab.

4. Go to the Inbound routing step expanded list → click . This opens a window.

5. Fill out the step properties:

   Field	Value
   Inbound number	The phone number to which the step belongs. Creatio populates the field automatically.
   Ring duration (sec)	For steps that ring someone. How long the step rings before Creatio goes to the next step. The out-of-the-box and minimum value is 10 seconds.
   Enabled	Select to run the step during inbound calls. Clear to skip the step without deleting it. Selected out of the box.
   Position	The position of the step in the chain. Creatio runs steps from the lowest position to the highest. Out of the box, Creatio adds a new step to the end of the chain.
   Step type	The step type. Learn more: Inbound routing steps.
   User/Role	For "User or role" step. The user or role to ring. The list includes only users who turned on telephony in their profile.
   Call receiver source path	For "Record call receiver" step. Click Select path → select the field of the contact that contains the user. If you leave the field empty, Creatio uses "Owner."
   External number	For "External number" step. The number in the E.164 format, for example, +12025550100, or a SIP address that starts with sip:. Creatio checks the number only during a call. If the number is not valid, Creatio skips the step.
   Voice message	For "Announcement" and "Voicemail" steps. The message to play. Learn more: Create a voice message.

6. Save the step. Add the other steps the same way.

As a result, inbound calls to the number will go through the steps in order. To skip a step without deleting it, clear the Enabled checkbox on the step.

Create a voice message

Announcement and voicemail steps play a voice message. You can type a message for a synthetic voice to read or record it yourself.

1. Select the Voice message field of the step → . This opens a list page.

2. Click New in the top right. This opens the page of a new message.

3. Enter the name of the message.

4. Select the message type in the Message type field.

5. Fill out the message properties for the message type.

   For "Synthetic voice."

   Field	Value
   Voice	The voice that reads the message.
   Message text	The text for the voice to read.

   For "Pre-recorded audio."

   Field	Value
   Record audio	Click Record → say the message → click Stop → click Store recording. To try again, click Record again. Save the message before you store the recording. Recording requires a secure (HTTPS) connection and access to the microphone.
   Selected recording	The existing recording to play. Once you select a recording, you can play it on the page.

6. Save the message.

Voicemail recordings can be up to 120 seconds long out of the box. To change this limit, use the "Voicemail maximum duration (sec)" (TwilioVoiceMailMaxDurationSeconds code) system setting.

Choose the outbound number

When a rep calls a customer, Creatio picks the number to call from in the following order:

1. Outbound anchor. The number that was used for the first call to this record. Learn more: Call a customer from the same number.
2. Routing rule. The first active rule that matches the record, by priority.
3. Default number. The rep's verified personal number. If the rep has none, the first shared number with Outbound enabled selected, in alphabetical order by title.

Creatio saves the number and the way it was chosen on the call record.

Set up outbound routing rules

Use outbound routing rules to call from different numbers for different customers. For example, call customers from Germany from a German number.

1. Open the "Telephony" workplace → Telephony routing rules section.

2. Click New.

3. Fill out the fields:

   Field	Value
   Name	The name of the rule.
   Outbound number	The number from which to call.
   Object	The object of the record from which the rep calls. For example, "Contact." If you leave the field empty, the rule applies to any object.
   Priority	Creatio checks rules from the lowest priority value to the highest and uses the first rule that matches.
   Active	Selected by default.

4. Click Routing rule filter setup → set up the filter to apply the rule only to some records (optional) For example, the Country of the contact is "Germany."

   The Routing rule filter setup button appears after you fill out the Object field.

5. Save the rule.

As a result, when a rep calls from a matching record, Creatio will use the number from the rule. Rules apply when the rep clicks a phone number on a record page or in a list. If the rep dials a number on the dial pad, Creatio looks for a contact or account with this number and applies the rules to it.

Call a customer from the same number

Customers are more likely to answer a number they already know. When a rep calls a record for the first time, Creatio saves an outbound anchor, a link between the record and the number used. Creatio saves the anchor whether or not the customer answers. The next time any rep calls this record, Creatio uses the same number, even if routing rules changed.

Outbound anchors apply only to reps who have acces to the "Use Twilio outbound anchors" (TwilioUseOutboundAnchors code) system operation. Out of the box, only the "Supervisor" user has it.

To make Creatio choose the number for a record again, delete its anchor:

1. Open the "Telephony" workplace → Telephony routing rules section.
2. Click → Open outbound anchors. This opens the Telephony outbound anchor list.
3. Delete the anchor of the record.

---

See also

Set up Voice Telephony (Twilio)

Set up call recordings and voicemail

Manage calls