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Administering Avaya IP Office with Web Manager
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Add Incoming Call Route
Last Updated : Aug 30, 2026 |
Navigation: System SettingsIncoming Call RouteAdd/Edit Incoming Call Route
Prolog information
Metadata
Keywords:
Resource Id: sys_settings109
Incoming call routes are used to determine the destination of voice and data calls received by the system. On systems where a large number incoming call routes need to be setup for DID numbers, the MSN/DID Configuration tool can be used.
Calls received on IP, S0 and QSIG trunks do not use incoming call routes. Routing for these is based on incoming number received as if dialed on-switch. Line short codes on those trunks can be used to modify the incoming digits.
For a Server Edition network, these settings can be configured at the network level and are then automatically replicated in the configuration of all systems in the network. They can only be seen and edited at the individual system configuration level if record consolidation is switched off.
Determining which incoming call route is used is based on the call matching a number of possible criteria. In order of highest priority first, the criteria, which if set must be matched by the call in order for the call to use that route are:
-
The Bearer Capability indicated, if any, with the call. For example whether the call is a voice, data or video call.
-
The Incoming Group ID of the trunk or trunk channel on which the call was received.
-
The Incoming Number received with the call.
-
The Incoming Sub Address received with the call.
-
The Incoming CLI of the caller.
Multiple Matches
If there is a match between more than one incoming call route record, the one added to the configuration first is used.
Incoming Call Route Destinations
Each incoming route can include a fallback destination for when the primary destination is busy. It can also include a time profile which control when the primary destination is used. Outside the time profile calls are redirected to a night service destination. Multiple time profiles can be associated with an incoming call route. Each time profile used has its own destination and fallback destination specified.
Incoming Call Routing Examples
Example 1
For this example, the customer has subscribes to receive two 2-digit DID numbers. They want calls on one routed to a Sales hunt group and calls on the other to a Services hunt group. Other calls should use the normal default route to hunt group Main. The following incoming call routes were added to the configuration to achieve this:
|
Line Group
|
Incoming Number
|
Destination
|
|
0
|
77
|
Sales
|
|
0
|
88
|
Services
|
|
0
|
blank
|
Main
|
Note that the incoming numbers could have been entered as the full dialed number, for example 7325551177 and 7325551188 respectively. The result would still remain the same as incoming number matching is done from right-to-left.
|
Line Group
|
Incoming Number
|
Destination
|
|
0
|
7325551177
|
Sales
|
|
0
|
7325551188
|
Services
|
|
0
|
blank
|
Main
|
Example 2
In the example below the incoming number digits 77 are received. The incoming call route records 677 and 77 have the same number of matching digit place and no non-matching places so both a potential matches. In this scenario the system will use the incoming call route with the Incoming Number specified for matching.
|
Line Group
|
Incoming Number
|
Destination
|
|
0
|
677
|
Support
|
|
0
|
77
|
Sales
|
|
0
|
7
|
Services
|
|
0
|
blank
|
Main
|
Example 3
In the following example, the 677 record is used as the match for 77 as it has more matching digits than the 7 record and no non-matching digits.
|
Line Group
|
Incoming Number
|
Destination
|
|
0
|
677
|
Support
|
|
0
|
7
|
Services
|
|
0
|
blank
|
Main
|
Example 4
In this example the digits 777 are received. The 677 record had a non-matching digit, so it is not a match. The 7 record is used as it has one matching digit and no non-matching digits.
|
Line Group
|
Incoming Number
|
Destination
|
|
0
|
677
|
Support
|
|
0
|
7
|
Services
|
|
0
|
blank
|
Main
|
Example 5
In this example the digits 77 are received. Both the additional incoming call routes are potential matches. In this case the route with the shorter Incoming Number specified for matching is used and the call is routed to Services.
|
Line Group
|
Incoming Number
|
Destination
|
|
0
|
98XXX
|
Support
|
|
0
|
8XXX
|
Services
|
|
0
|
blank
|
Main
|
Example 6
In this example two incoming call routes have been added, one for incoming number 6XXX and one for incoming number 8XXX. In this case, any three digit incoming numbers will potential match both routes. When this occurs, potential match that was added to the system configuration first is used. If 4 or more digits were received then an exact matching or non-matching would occur.
|
Line Group
|
Incoming Number
|
Destination
|
|
0
|
6XXX
|
Support
|
|
0
|
8XXX
|
Services
|
|
0
|
blank
|
Main
|