🥳 Celebrate Our Launch With a $200 LIFETIME Discount OFF The Premium Plan Use: BIRTHDAY2024

This offer expires 9/30/2024, at 11:59 PM EST

BizStackPro all-in-one digital marketing platform dashboard.

How Inbound Call Routing Works – BizStackPro Help

How Inbound Call Routing Works

Q: How do I see which number a contact called?

Go to Conversations → open the contact → hover the inbound call → click ⋯ → Details. The called number is shown there.

Q: How do I check whether a phone number is assigned to a user?

Settings → My Staff → Edit user → expand Call & Voicemail Settings → check the Select Phone Number dropdown.

Q: How can I route calls to the agent assigned to the contact?

Settings → Phone Numbers → Advanced Settings → Voice Calls. Enable the checkbox to route to the contact’s assigned agent. Disable it to route to the agent linked to the called number.

Understand the routing order for inbound calls, how assignments, forwarding, and company phone fallbacks work—and how to configure each step.

Browse Help Center See All Plans & Features

What Triggers Inbound Routing

When someone calls a BizStackPro number—whether from a campaign text/call or a number on your website/funnel—the system routes that inbound call based on assignments and your settings. If you’ve added additional users to ring, their desktop/mobile apps ring according to each user’s preferences.

Routing Priority

Number → Assigned User: If the inbound number is assigned to a user/staff member, route to that user.
Known Contact → Assigned Agent (optional): If enabled, route to the agent assigned to the contact. If disabled, route to the agent linked to the called number.
Contact Assigned (when number isn’t): If the number isn’t assigned but the contact/lead is assigned to a user, route to the assigned user’s phone.
Forwarding Number: If no user assignment applies and a forwarding number is set for the inbound number, route to that forwarding number.
Company Phone: If no forwarding number is configured, route to your Business Info → Company Phone.
No Fallback: If neither forwarding nor company phone are configured, the call will drop.

Follow along: For known contacts, control routing behavior at Settings → Phone Numbers → Advanced Settings → Voice Calls.

Configure Each Step

1) User Phone

Go to Settings → My Staff → Team Management.
Open the user and fill in the phone number (and extension if needed).
Save changes.

2) Forwarding Number

Go to Settings → Phone Numbers and edit the inbound number.
Enter the Forwarding Number and click Update.
Optional: in Advanced Settings → Voice Calls, toggle forwarding to your business number if your setup requires it.

3) Company Phone

Go to Settings → Business Info → Company Data.
Confirm or update the Company Phone number.

Voicemail, Call Failures & Extensions

Route to voicemail: Use a Google Voice number with voicemail, or reduce the incoming call timeout so callers hit voicemail quickly.
No fallback configured: Without a forwarding number or company phone, calls will drop immediately.
Desk phone extensions: Assign the number to a user and fill the Extension field next to the user’s phone.

Quick check: If calls are dropping, confirm at least one of these exists: Assigned user, Forwarding number, or Company phone.

Never Miss a Callback

Define clear fallbacks—assigned user, forwarding number, and company phone—so every inbound call reaches someone who can help.

🚀 See All Plans & Features

Opens in a new tab.

Frequently Asked Questions

How do I see which number a contact called?

Go to Conversations → open the contact → hover the inbound call → click ⋯ → Details. The called number is shown there.

How do I check whether a phone number is assigned to a user?

Go to Settings → My Staff → edit the user → expand Call & Voicemail Settings → check Select Phone Number.

How can I route calls to the agent assigned to the contact?

Go to Settings → Phone Numbers → Advanced Settings → Voice Calls. Enable the option to route to the contact’s assigned agent (disable it to route to the agent linked to the called number).

What happens if I don’t configure any forwarding numbers?

If no forwarding number and no company phone are configured, calls will drop immediately after being placed.

Can I force all calls to go to one number?

Yes. Create a user and assign the inbound number to that user. Calls to that number will route to the user’s phone.

Can I route directly to voicemail or handle extensions?

Use a Google Voice number with voicemail or shorten the incoming call timeout. For desk phone extensions, assign the number to a user and fill the Extension field next to the user’s phone.

📚 Browse More Help Guides

Reliable Inbound Routing

Set assignments and fallbacks so every call finds the right person—on desktop or mobile.

✅ View Plans & Features

Fewer missed calls. Better follow-up.

📖 Visit Help Center

Disclaimer: This site is NOT endorsed by Google, Facebook or YouTube in ANY WAY. All trademarks & Logo / branding are the property of their respective owners. Please Note: This site was created in BizStackPro by Ken George II (An Affiliate of BizStackPro) and may contain affiliate links.