In this Article:

When using the Inbound functionality, you may want to configure specific settings on your Inbound Numbers.

• You can have all new Leads created on a specific List and even block DNC numbers from calling in.
• An explanation of each setting is below. 

Editing Inbound Number Settings

1.) Click the Account main menu option.

2.) Click the Inbound Numbers option.


The Manage DIDs page will open.

3.) Find specific DIDs using the Filter By fields.

• In the image example, we are filtering to find a specific number:
  • A: Select Inbound Number from this drop-down.
  • B: Enter your DID here, ex: 2084489220.

4.) Click the green Search button.

5.) To open the DID's settings, click either the number itself or the Edit option in the Action gear wheel drop-down.

(Click here if you need to edit multiple DIDs at the same time).

The Inbound Number page will open.

6.) Configure the fields in the following sections of the page:

General Section

• Name
  This is the identifier,, or name, for the Inbound Number.
• Status
  Activate or Deactivate Inbound Numbers.
• Route Call to
  This setting determines the direct destination for Inbound Calls.
• Route SMS
  This Yes or No toggle controls whether you Route this number for SMS.
• Route Unknown Calls
  If the phone number is not found in the Account, Route the Inbound Call to another Destination.
•  

Note: Upon selecting Agents from the Route Call To (A) drop-down, the Route Unavailable Agents (B) and Route Call If Agent Not Found (C) fields will appear.

Smart Routes Section

This setting allows you to let the system transfer Inbound Calls to different routing options once the condition is met.

• Campaign Route
  If the call is from a Lead that belongs to the Campaign selected, the system will execute the action based on the Route to Destination settings.
• Status Route
  If the call is from a Lead that has the Disposition selected, the system will execute the action based on the Route to Destination settings.
• Inbound Route
  If the call is from a Lead and its Inbound Call Count matches any part of the setup, it will follow the Route to Destination settings.
  • Otherwise, it will follow the Default Routing.
• Outbound Route
  If the call is from a Lead and its Outbound Call Count matches any part of the setup, it will follow the Route To Destination settings.
  • • Otherwise, it will follow the Default Routing.
• State Route 
  If the call is from a Lead that belongs to the State selected, the system will execute the action based on the Route to Destination settings.

To learn more, see: Configuring Smart Routes.

DNC Handle Section

(A) Search Method
Filters Inbound Calls based on the option chosen in this drop-down:

• Disable
  Inbound Calls will not be filtered against DNC Lists.
• Global DNC
  Inbound Calls will be filtered against the Global DNC List.
• Campaign Specific
  Inbound Calls will be filtered against the Campaign Specific DNC List.

(B) Route Call To
Inbound Calls that matched with DNC are routed directly to the desired destination.

• The selection in the second drop-down, labeled (C) in the image above, changes based on the destination type chosen in the first drop-down of this field, labeled (B) in the image above.

(D) Disposition Status
Select the Status of the Lead when the call is terminated.

• This field depends on your Route Call To selection.
  • This field only appears when the Terminate Call option is selected in the Route Call To field.

Lead Handle Section

(A) Delay Lead Search
Enabling this delay ensures Lead Data arrives before the call is transferred to Convoso from the Vendors.

(B) List Search Method
When there is an Inbound Call, the system will do the selected option:

• Always create new lead
  The system will always create a new Lead for every Inbound Call received.
• Search entire system, otherwise, create new lead in the Default List
  The system will search for a phone number match in the entire system.
  • If there is no match found, a new Lead will be created.
• Search Default list, and create the lead in the Default List
  The system will search for a phone number match in the Default List.
  • If there is no match found, a new Lead will be created.
• Search specific Campaign, otherwise, create new lead in the Default List
  The system will search for a phone number match in selected campaigns.
  • If there is no match found, a new Lead will be created.

(C) Number Search
Below are the options on what phone number the system will look for.

• Phone
  The system will look for a match in phone numbers.
• Phone & Cellphone
  The system will look for a match in phone and cellphone numbers.
• Phone & Cellphone & Work Phone
  The system will look for a match in Phone, Cellphone Numbers, and Work Phone Numbers.

(D) Default List
Select the List that will contain the newly created Leads.

(E) Campaign Search
Select the Campaign, or Campaigns, for the system to check for phone matches.

• This field is only visible after selecting the Search specific campaign, otherwise create a new lead in the Default List option in the List Search Method field.

Note: Selecting another option in the List Search Method will remove your selected Campaigns in Campaign Search.

DDOS Attack Prevention Section

A DDOS Attack is when someone calls your Inbound number, to flood your call center, and potentially even bring down that line. Protect yourself by enabling this feature.

7.) When everything is configured properly, click the Apply Changes button.