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Add an Inbound Route

Inbound routes match calls coming in to your system (by DID and/or caller ID) and send them to a destination such as an IVR, ring group, queue, time condition, or extension.

Before You Start

  • The DID (the inbound number) is provisioned on a registered trunk.
  • The destination you want to route to (IVR, queue, extension, etc.) already exists.

Steps

  1. Log into the UnifiedBX admin GUI.
  2. Go to Trunk Attributes → Inbound Routes.
  3. Click Add Inbound Route.
  4. Fill in the General tab:
    • Description — a label, e.g. Main Line.
    • DID Number — the inbound DID, e.g. 12075551234. Leave blank to match any DID.
    • CallerID Number — leave blank unless you want to match only specific callers.
    • CID Priority Route — leave unchecked for normal routing.
  5. Scroll to Set Destination at the bottom and choose where the call goes (e.g. IVR → Main IVR, Ring Groups → Sales, Time Conditions → Business Hours).
  6. Click Submit.
  7. Click the red Apply Config bar at the top.

Verify

Call the DID from an outside line. The call should follow the destination you set. Tail the Asterisk log for the call:

asterisk -rx "core show channels"
tail -f /var/log/asterisk/full

Common Issues

  • Call goes to "any DID / any CID" route instead. A more specific DID match wins, but if your new route is identical to an existing catch-all, the catch-all may take it. Check existing routes for duplicates.
  • DID format mismatch. Some carriers send +12075551234, some send 12075551234, some send 2075551234. If the route doesn't match, check the inbound channel log to see what DID is actually arriving.
  • No matching route. If no inbound route matches, the call hits the default from-trunk failover, which usually drops it. Add a catch-all route with blank DID as a safety net.