Route specific callers or area codes to a different place
- Audience: Admins
Last updated
Most of your callers reach the same place when they dial a number: whatever you chose as its destination. Caller routing adds exceptions based on who is calling. You might send your best customer straight to their account manager, or send everyone calling from a particular area code to a regional team.
Some labels in your portal or apps may look slightly different from this guide.
Ask support to set it up
Caller rules usually sit with one of your phone numbers, and CallSprout support handles phone number settings. Contact support with your request and we'll add the rules for you. You don't need to build anything in the admin portal. Rules can also apply across your whole system. Ask CallSprout support if you need that.
Each rule has three parts:
| Part | What to tell us |
|---|---|
| The caller | A full phone number, or the first digits of a number, such as an area code. |
| How to match | Whether the rule is for that exact number only, or for every number that begins with those digits. |
| Where the call goes | A user, a phone menu, or a short list of users that ring in order. |
Examples
- Callers from one area code go to a regional team. Give us the area code, ask for a match on numbers that begin with it, and name the menu or user who should answer.
- One important caller goes to a named person. Give us the full number, ask for an exact match, and name the user.
- Several numbers go to the same place. Send us the list, and say which user or menu should take each group.
An exact match is for one number. Starting digits catch every number that begins that way, so a short start catches a lot of callers. Use the longest start that does the job.
What to expect
- Rules are exceptions to the number's usual destination. After we finish, test by calling from a number that matches and one that doesn't.
- If the number also follows business hours, the hours are checked first. Caller rules only apply to calls that get past the hours check, so after hours calls follow your schedule, not the rules.
- Tell us which phone number each rule belongs to.
- To change or remove a rule later, contact support the same way.
Before you send your request
Create the user or menu you want callers to reach first, so we can point the rule at something that exists. Build your main phone menu walks through that.
If what you really want is to turn unwanted callers away, that's different. Each user can block a caller or anonymous calls from their own user portal.
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Still stuck? Contact support
Our team in West Palm Beach can walk you through it. Tell us your name, your company and what you were trying to do.