What are routing rules?

Routing rules (also called call exceptions) let you define rules based on a phone number or number prefix. Each rule can either bypass the AI (forwarding to your ring-through number) or block the call entirely.

Adding a rule

  • Open your desk and go to Caller rules
  • Click the Routing rules tab
  • Click Add rule
  • Enter a number (exact match) or prefix (e.g. +44161 for Manchester)
  • Choose Bypass or Block

Bypass vs Block

  • Bypass: the call skips the AI and goes to your ring-through number (or plays an unavailability message if ring-through isn't set up)
  • Block: the caller hears your configured blocking response

Prefix matching

Prefixes match any number starting with that sequence. For example, +44161 will match all Manchester landlines.

Related articles

- Blocking unwanted callers - VIP callers: priority treatment for important contacts - Callback requests - Transferring calls to the right person (departments) - Warm transfers to your team