Set inbound behavior for an Incoming Phone Number so callers reach the right campaign, IVR, redirect, or voicemail.
Before you start
Before you configure Incoming Phone Numbers:
The number must already be purchased (see How to set up Incoming Phone Numbers)
An Admin role (Manager, Owner, or Super Admin)
Definitions
These terms appear when you configure Incoming Phone Numbers:
Term | Meaning |
Inbound Mode | What Volie does when a customer calls this number |
Match Type | How Volie matches the caller to a campaign (Exact or Smart) |
Max hold duration before redirect | After this many seconds on hold, Volie redirects the caller to another number or voicemail |
Steps
Follow these steps to configure Incoming Phone Numbers:
Go to Admin → Incoming Phone Numbers and select the number.
Select the edit control next to Details.
Enter a Name if you need one (required when Is CRM Lead? is on).
Set Inbound Mode * to one of Default, Redirect to auto assistant, Redirect to phone number, Redirect to specific campaign, or Send to voice mail.
If you chose a redirect mode, complete Redirect To, Redirect To Campaign, or Redirect To Auto Assistant as Volie shows.
Set Inbound Recording Mode and Outbound Recording Mode to Enabled or Disabled.
Optionally set Max hold duration before redirect (s) (minimum 20 seconds) and Max hold duration before redirect type (Phone Number (default) or Voicemail).
Select Update.
Attach an IVR (optional): open the IVR Trees tab, select Add IVR Tree, choose IVR Trees *, then select Confirm.
Release a number (optional): select Release, read the campaign warning, then select Release again.
What success looks like
When Incoming Phone Number configuration is complete, Details shows the Mode you saved, and the IVR Trees tab lists any attached trees. If you don’t see IVR Trees, confirm you are on the number’s detail page (not the list). If hold duration will not save, enter at least 20 seconds.
Limitations
Incoming Phone Numbers have these verified limits:
Max hold duration before redirect applies when Inbound Mode is Default or Redirect to specific campaign, and the duration must be at least 20 seconds.
Line type, Is CRM Lead?, and Backup SMS Number can be edited only by Super Admin.
Releasing a number can make a campaign inactive if that number was its only enabled phone number. If the campaign has other enabled numbers, Volie makes one of those the primary number.
Common questions
What does Default inbound mode do on Incoming Phone Numbers?
Default inbound mode on Incoming Phone Numbers sends the caller to an active campaign associated with that number, instead of forcing a specific campaign, phone number, auto assistant, or voicemail.
Can I unassign an IVR from an Incoming Phone Number?
You can unassign an IVR from an Incoming Phone Number on the IVR Trees tab. Select unassign, then Confirm on Deleting an IVR Tree Incoming Phone Number.
Related articles
How to set up Incoming Phone Numbers
How to set up Interactive Voice Response