Call Routing based on incoming caller id

[DamienGM]

Hi

Is there anyway to route an incoming call to a different queue, user, anything other than default based on the caller ID number? 

Regards

Damien

[FORE-Craig · Accepted solution]

Hi @DamienGM 

No, there is nothing like that at this point in time. What is your intended purpose, and how would it work (by range of prefixes, or lookup from a database of numbers)?

[DamienGM]

It would be for a specific number. Our visitor gate parking communicates over mobile phone. We have a lunch time queue which pushes all calls to voicemail during lunch hours. Issue is if someone comes to visitor parking at lunchtime no-one can answer it so can't open visitor parking. I would want that one specific number to not go to the queue and ring all the phones constantly until someone answers during that lunch break. Seeing that routing is not possible we will have to think of other solutions

[airwolf4015]

I know this is an old item, but I'm happy to explain how it would work.  There are many use-cases for "steering" calls as the original guy was requesting.  We're a logistics company and we could steer a driver call to the logistics terminal that he serves.  Dial one central number and your call gets routed to a queue which covers that region.  Use-cases are the limit of imagination.

One easy solution (for us anyway) would be to implement an API webhook which gets called on inbound calls to a number that is configured for call steering.  Call is presented to webhook, webhook looks up the number or whatever logic it uses, and returns a routing instruction.  The routing instruction could be much like a "Holiday Schedule" entry with the schedule.  Like route to CQ x013...or external number +13028675309, etc...  You would add "call Steering" configuration to anything that can receive a call and that's where we would add the webhook URL and whatever parameters.

Admittedly it isn't easy to devise something that would be generic for non-programmers....like an out-of-box....unless you just had the basics where the user can supply each and every steering option and source callerID number.  If the callers are reasonably finite, this would be a great feature.  Support the simple mode internal list....and the API webhook advanced steering.

Thanks

Nick

[MartyMcFly]

We have the need to auto-direct incoming calls based on their area code... is that possible?

Dan

[Shelli-W]

This is so frustrating!  I need the same thing.  We have a very small organization.  I pay the bills and host the Zoom meetings, but another board member handles calls.  I can't figure out how to send the calls to her instead of to me.  I've spent HOURS trying the chat box, and I'm not getting much of ANYTHING to work!  I am beyond frustrated!!!!  ANY help out there???

[jaron]

Are you still having issues and needing help?  If you'd like to post your current call flow and what you'd like, I'd be happy to see if I could help you.

[MartyMcFly]

If a call comes in from a West Coast area code, I want to direct those calls to a different phone number. All other calls will ring the main phone number.

[jaron]

Do you have Zoom Contact Center?  In Zoom Phone routing based on the originating caller ID is not possible.  I have a feature request in for that, and would suggest anyone else who wants that do the same, as the more people who request it, the more likely it is to be implemented.

However in Zoom Contact Center it does exist.  As long as you have ZCC, you can create flows for different uses, including this one, and you can use a condition using:

Type: Variable

Variable: From

and then on the Exit side use

Variable Conditions: containing

Value: the e164 phone number(s) (separated by a semi-colon if multiple in one exit)

[Shelli-W]

Yes!!!  Thank you!!  We don't want to use extensions, we just want to use our main phone number and have the voicemail messages go directly to one of our users' email addresses.  I also haven't figured out how to receive text messages to this number, even though the salesperson said we could.  😕

[jaron]

Yea, that's entirely feasible.  With your main number, how do you have it set up currently?  It is simply ringing to a user?  Or is it going to an auto-receptionist and a queue with all users?  Help me understand your call flow so that I can guide you in the right direction.

[Shelli-W]

I've gone round and round with so many settings, and it's been a while since I did it, but in the "Call Handling," I have the ring mode set to "Simultaneous" and the Max wait time of 10 seconds, then forward to voicemail (we generally don't answer the phone, but want to be able to in case we need to catch a verification code or something).  As far as I can figure, the only email we can have the voicemail message sent to is the account owner's (mine); however, I'd like it to go to another user.

[enielsen]

I assume the visitor gate parking box is dialing a specific Zoom Phone number? If so, can you take it out of the call queue entirely and put it in a new one? 

During non-lunch hours, have it overflow to the original call queue. During lunch, have it ring all agent phones?

[DamienGM]

We have no control over the visitor gate parking, it's part of the building complex we are in. It is setup to call a public number, and since we only have one external number it calls that, and that number has all the standards auto receptionist/queue etc attached to it.

[7725434024]

please refund my last unauthorized payment 12272/- 

[airwolf4015]

I replied replied to your original old post and I thought it might be helpful to reply to your immediate need as well....albeit 6 months later!!

The simplest thing to do is to add an addtional phone number to your Zoom account which is the dedicated target number for your callbox system.  You create a call queue for "Parking Lot", assign the new phone number, and add members, schedules and coverage options that you need.  We have fifty callboxes at man doors and vehicle entrances in 14 cities all handled through Zoom.  In our case we control the hardware and it is all Zoom-attached and able to dial a Zoom number....but dialing a Call Queue from an internal extension is no different than dialing it from an outside public number...so it's all the same.

Hope that helps.

[OceanSLS]

Assuming this solution comes with an additional cost?  It is a shame, as, our original Ring Central account had the ability to add a CUSTOM RULE to the call flow Auto-receptionist that when the "front gate or front door" called in from it's number, we would redirect it to the user group that is available to buzz them up at all times.  This worked really well having that feature...and it wasn't an additional expense to do so.

Thanks