Incoming Call Route General Settings

Last Updated : Aug 30, 2026 |
Navigation: System SettingsIncoming Call RouteAdd/Edit Incoming Call Route
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Additional configuration information

For additional information on the Tag setting, see Call Tagging.
Incoming call routes are used to match call received with destinations. Routes can be based on the incoming line group, the type of call, incoming digits or the caller's ICLID. If a range of MSN/DID numbers has been issued, this form can be populated using the MSN Configuration tool. In Manager, see Tools MSN Configuration.

Default Blank Call Routes

By default the configuration contains two incoming calls routes; one set for Any Voice calls (including analog modem) and one for Any Data calls. While the destination of these default routes can be changed, it is strongly recommended that the default routes are not deleted.
  • Deleting the default call routes, may cause busy tone to be returned to any incoming external call that does not match any incoming call route.
  • Setting any route to a blank destination field, may cause the incoming number to be checked against system short codes for a match. This may lead to the call being rerouted off-switch.
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.
If there is no matching incoming call route for a call, matching is attempted against system short codes and finally against voicemail nodes before the call is dropped.

SIP Calls

For SIP calls, the following fields are used for call matching:  
  • Line Group ID This field is matched against the Incoming Group settings of the SIP URI (Line | SIP URI). This must be an exact match.
  • Incoming Number This field can be used to match the called details (TO) in the SIP header of incoming calls. It can contain a number, SIP URI or Tel URI. For SIP URI's the domain part of the URI is removed before matching by incoming call routing occurs. For example, for the SIP URI mysip@example.com , only the user part of the URI, ie. mysip, is used for matching.
The Call Routing Method setting of the SIP line can be used to select whether the value used for incoming number matching is taken from the To Header or the Request URI information provided with incoming calls on that line.
Incoming CLI This field can be used to match the calling details (FROM) in the SDP header of incoming SIP calls. It can contain a number, SIP URI, Tel URI or IP address received with SIP calls. For all types of incoming CLI except IP addresses a partial record can be used to achieve the match, records being read from left to right. For IP addresses only full record matching is supported.

Configuration Settings

These settings can be edited online. Changes to these settings do not require a reboot of the system.
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.
Incoming Call Matching Fields
The following fields are used to determine if the Incoming Call Route is a potential match for the incoming call. By default the fields are used for matching in the order shown starting with Bearer Capability.
Field
Description
Line Group ID
Default = 0. Range = 0 to 99999.
Matches against the Incoming Line Group to which the trunk receiving the call belongs.
For Server Edition systems, the default value 0 is not allowed. You must change the default value and enter the unique Line Group ID for the line.
Incoming Number
Default = Blank (Match any unspecified)
Matches to the digits presented by the line provider. A blank record matches all calls that do not match other records. By default this is a right-to-left matching. The options are:
  • * = Incoming CLI Matching Takes Precedence
  • – = Left-to-Right Exact Length Matching Using a - in front of the number causes a left-to-right match. When left-to-right matching is used, the number match must be the same length. For example -96XXX will match a DID of 96000 but not 9600 or 960000.
  • X = Single Digit Wildcard Use X's to enter a single digit wild card character. For example 91XXXXXXXX will only match DID numbers of at least 10 digits and starting with 91, -91XXXXXXXX would only match numbers of exactly 10 digits starting with 91. Other wildcard such as N, n and ? cannot be used.
    Where the incoming number potentially matches two incoming call routes with X wildcards and the number of incoming number digits is shorter than the number of wildcards, the one with the shorter overall Incoming Number specified for matching is used.
  • i = ISDN Calling Party Number 'National' The i character does not affect the incoming number matching. It is used for Outgoing Caller ID Matching, see notes below.
Incoming CLI
Default = Blank (Match all)
Enter a number to match the caller's number (ICLID) provided with the call. This field is matched left-to-right. The number options are:
  • Full telephone number.
  • Partial telephone number, for example just the area code.
  • ! : Matches calls where the ICLID was withheld.
  • ? : for number unavailable.
  • For SIP call on a line using calling number verification, the characters P, F and Q can be used to match calls that have passed authentication, failed authentication or were unauthenticated respectively.
    See SIP Calling Number Verification (STIR/SHAKEN).
  • Blank for all.
Call Setting Fields
For calls routed using this Incoming Call Route, the settings of the following fields are applied to the call regardless of the destination.
Field
Description
Locale
Default = Blank (Use system setting)
This option specifies the language prompts, if available, that voicemail should use for the call if it is directed to voicemail.
Priority
Default = 1-Low. Range = 1-Low to 3-High.  
This setting allows incoming calls to be assigned a priority. Other calls such as internal calls are assigned priority 1-Low
In situations where calls are queued, high priority calls are placed before calls of a lower priority. This has a number of effects:
  • Mixing calls of different priority is not recommended for destinations where Voicemail Pro is being used to provided queue ETA and queue position messages to callers since those values will no longer be accurate when a higher priority call is placed into the queue. Note also that Voicemail Pro will not allow a value already announced to an existing caller to increase.
  • If the addition of a higher priority call causes the queue length to exceed the hunt group's Queue Length Limit, the limit is temporarily raised by 1. This means that calls already queued are not rerouted by the addition of a higher priority call into the queue.
A timer can be used to increase the priority of queued calls, see the setting System | Telephony | Telephony | Call Priority Promotion TimeSystem SettingsSystemTelephonyCall Priority Promotion Time.
The current priority of a call can be changed through the use of the p short code character in a short code used to transfer the call.
Tag
Default = Blank (No tag).
Allows a text tag to be associated with calls routed by this incoming call route. This tag is displayed with the call within applications and on phone displays.
Hold Music Source
Default = System source.
The system can support several music on hold sources. See System SettingsSystemTelephonyTones and Music.
If the system has several hold music sources available, this field allows selection of the source to associate with calls routed by this incoming call route. The new source selection will then apply even if the call is forwarded or transferred away from the Incoming Call Route destination. If the call is routed to another system in a multi-site network, the matching source on that system is used if available. The hold music source associated with a call can also be changed by a hunt group's Hold Music Source setting.
Ring Tone Override
Default = Blank
If ring tones have been configured in System SettingsSystemTelephonyRing Tones, they are available in this list. Setting a ring tone override applies a unique ring tone for the incoming call route. Ring tone override features are only supported on 1400, 9400, 9500, and J100 Series (except J129) phones.

Outgoing Caller ID Matching

In cases where a particular Incoming Number is routed to a specific individual user, the system will attempt to use that Incoming Number as the user's caller ID when they make outgoing calls if no other number is specified. This requires that the Incoming Number is a full number suitable for user as outgoing caller ID and acceptable to the line provider.
When this is the case, the character i can also be added to the Incoming Number field. This character does not affect the incoming call routing. However when the same Incoming Number is used for an outgoing caller ID, the calling party number plan is set to ISDN and the type is set to National. This option may be required by some network providers.
For internal calls being forwarded or twinned, if multiple incoming call route entries match the extension number used as caller ID, the first entry created is used. This entry should start with a “-” character (meaning fixed length) and provide the full national number. These entries do not support wildcards. If additional entries are required for incoming call routing, they should be created after the entry required for reverse lookup.
Related links
Add Incoming Call Route