--- title: Call Routing slug: contact-center/call-routing docTags: createdAt: 2025-09-26T03:10:22.297Z --- # Overview: The **Call Routing configuration** enables the Administrator to establish policies and profiles for directing incoming calls. Routing decisions can be based on the incoming channel (Call Context), the Dialed Number Identification Service (DID), or the caller's source phone number. ## Key Benefits: - **Flexible Routing Logic:** Allows calls to be routed based on technical context, caller identity, or the destination number dialed. - **Prioritized Evaluation:** Policies are followed sequentially, ensuring complex routing logic is executed in a controlled order. - **Dynamic Assignment:** Enables routing calls either to a specific feature/node flow or cascading to another routing profile for advanced screening. ## Functionality: ### Call Routing Policies Overview The system uses three primary policy types for routing incoming calls: | Policy Type | Routing Basis | Description | | ------------------------------------- | -------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Call Context Profile** | Incoming Channel/Context (e.g., Zap trunks, SIP minutes) | Defines call contexts to route calls through these contexts to a specific node flow in a campaign. Does not require source/destination number identification. | | **Default Source Phone Profile** | Source Phone Number (Caller ID) | Used to identify the caller's specific phone number and route calls originating from that number to a particular node flow. | | **Default Destination Phone Profile** | Destination Phone Number (DID) | Used to route calls landing on a specific DID or toll-free number to a particular node flow. | ### The Routing Tab The **Routing Tab** lists and controls the order of active policies: - **Policy Order:** Policies are evaluated in sequential order from top to bottom, which can be adjusted using the **"Up"** and **"Down"** buttons. - **Assignment:** Policies are activated by checking the associated checkbox and deactivated by unchecking it. ## Prerequisites: - **Administrator Access:** Required to define and modify routing policies. - **Defined Node Flows/Features:** Destination node flows or features must be configured within the campaigns before they can be selected in a plan. ## Usage Instructions: A plan defines the set of rules for how calls falling under a policy should be routed. 1. Check the box to **select the policy** you wish to configure (e.g., DefaultSourcePhoneProfile). 2. Click the **add button** (+) under the **"Plans"** header adjacent to the selected policy. This displays the plan creation pop-up. 3. Click the **"Add"** button inside the pop-up to insert a new row, representing a single routing rule. ### Step 1: Define the Source (Policy and Context/Contact Number) This step is defined by the Policy you selected in the main **Routing Tab**. | **Policy Name** (Where you are configuring the rule) | **Configuration Input** (In the **Context/Contact Number** field) | | ---------------------------------------------------- | ----------------------------------------------------------------- | | **Call Context Profile** | Select an incoming channel/context (e.g., audiocodes, voip). | | **Default Source Phone Profile** | Enter the specific **Source Phone Number** (Caller ID) to match. | | **Default Destination Phone Profile** | Enter the specific **Destination Phone Number** (DID) to match | ### Step 2: Define the Action Type (Routing Intent) This selection dictates whether the call's routing is **finished** by a system feature or **continued** by another routing profile. | Action Type Selection | Routing Intent | Subsequent Sub-Action Type | | ------------------------------------------------- | ------------------------------------------------------------------------------------------------------------ | ------------------------------------------- | | **Route to Feature Action (feature.action)** | **Route is COMPLETE.** The call is directed to a specific functional feature (like an ACD queue or IVR). | Will display **Feature-based** Sub-Actions. | | **Route to Profile Plan Action (profile.action)** | **Route is CONTINUED.** The call is passed to the plan of a different routing policy for further evaluation. | Will display **Profile-based** Sub-Actions. | ### Step 3 & 4: Define Sub-Action and Destination (The Final Path) The options in these final two fields depend entirely on the **Action Type** chosen in Step 2. ### Scenario A: Routing to a Feature (feature.action) This is the most common path, directing the call to a final destination within the system. | Field | Selectable Options | Description | | --------------- | --------------------------------------------------------------------------------------------------------- | ---------------------------- | | **Sub-Action** | Select the target system feature: default.acd.feature, did.based.phone.feature, manual.dial.feature, etc. | | | **Destination** | Select the specific destination associated with the feature (e.g., the Queue Name or Phone Number). | **The call is routed here.** | ### Scenario B: Routing to Another Profile (profile.action) This path is used to hand the call off to a different set of routing rules defined under another policy. | Field | Selectable Options | Description | | --------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------- | | **Sub-Action** | Select the **type** of profile you want to transfer to: cc.call.context.based.profile, cc.source.contact.based.profile, cc.destination.contact.based.profile. | | | **Destination** | Select the **Policy Name** that matches the chosen Sub-Action type (e.g., select DefaultSourcePhoneProfile if you chose cc.source.contact.based.profile as the Sub-Action). | **The call is now re-evaluated against the rules of the selected Policy.** | ## Related Features/Modules: - **Call Context Configuration:** Defines the communication channels and contexts referenced by the **Call Context Profile** policy. - **Queue Management:** The destination for calls routed to features like default.acd.feature. - **Campaign Configuration:** Where the node flows and features are defined that handle the routed calls.