Inbound Routing and Call Handling

[Bobbert]

After updating to V20, why does Voice &Chat set the SIP Trunk DID's to destination, in my case a ring group, but call handing also has DID's associated with the main ring group? Seems redundant? Should I be setting the Voice & Chat routing to the default Department?

 

[OlegR_3CX]

Hi there.
So if you will configure it a Ring group and assign DID, the call will flow to that Ring group and you will see in your inbound rules too (in the Dashboard > Inbound rules report). Now the option where for the Default route, is in case you did not create a rule, or maybe you removed your Ring group, so the call will to the Default route.
Make it simple, check Inbound rules report, and if your DID is not pointing to the specific destination it will go to the Default route.

 

[Bobbert]

Inbound report looks good. Both DID's going to RG80.


It still seems odd that Voice & Chat can route the DID's to a RG but in Call Handling, DID's are also assigned to a Ring Group, which could end up being a different Ring Group than that defined in Voice & Chat.

 

[OlegR_3CX]

If you have DID point to the specific destination, it will be a priority order, and not the Default routing. If no DID assign, it will be used then.