When using a 800 number what is the recommended way to do inbound routing?

[greychain]

If I have an 0800 number and want to route all my incoming calls to my queue for a single state and have calls from other states to go my generic queue what would be the best way to do this?

An inbound DID for every prefix or a CFD with SQL DB or is there a better option?

 

[leejor]

I suppose it depends on how many actual DIDs are involved, and how the callers are screened. If it is one route, then A DID rule could send one set of callers, dialling a specific number to one queue, and the rest would follow the default rule for that trunk to another queue. If you are basing it on caller ID (callers area code), then you would have to route based on that.

 

[YiannisH_3CX]

Hi @greychain

You would need a CID rule with a wildcard to send all calls from one state to one destination and all other calls to a different destination.
So lets assume the numbers in your state all start with a specific prefix for example 1870XXXXXXX. You will need a CID that will catch all numbers starting 1870 and send them to the specific queue. So the CID caller ID would be 1870*


Without doing any other changes, all other calls will be routed to the destination you set under your trunks main trunk number destination.

This is easiest way I can think of.

 

[greychain]

Texas has 25 different prefixes, approximately 100 counties. I believe there is a character limit on the CID rules but that you can have more than one using a , to separate them

 

[YiannisH_3CX]

Texas has 25 different prefixes, approximately 100 counties. I believe there is a character limit on the CID rules but that you can have more than one using a , to separate them

Yes you can separate different prefixes with a "," and the worse case scenario is to create 25 different CID rules that may be more labor intensive to create but will easier to manage.

 

[greychain]

A question for people familiar with American 800 numbers. If I have a country wide 800 number but have offices in many different parts of the country is the 800 system smart enough to route to the nearest office? Like if I had a pizza chain, would it route to the nearest pizza shop?

 

[leejor]

A question for people familiar with American 800 numbers. If I have a country wide 800 number but have offices in many different parts of the country is the 800 system smart enough to route to the nearest office? Like if I had a pizza chain, would it route to the nearest pizza shop?

That would be a question for the particular toll free provider you are using, or planned to use. Some may be able to do that, while other may not. Some may do it based on caller ID (as that is pretty much required, when calling a toll free number), and other might use the point of origination, depending on the complexity of their network.