Route inbound calls by caller ID
Last updated: 2026-11-12
You can route calls based on who is calling instead of which number they dialled. Dromlik checks the caller's number against patterns you set and sends matching calls to a specific destination.
Common uses:
- Regional teams: callers from Cork reach the Cork office, and callers from Dublin reach Dublin.
- International callers: calls from abroad go to an English-speaking queue.
- One specific caller: a key client's number always rings their account manager.
Before you begin
- At least one trunk is set up and receiving calls.
- The destinations exist already, such as queues, extensions or IVR menus.
Pattern characters
| Character | Matches | Example |
|---|---|---|
X | Any digit from 0 to 9 | +353XX matches +35301 to +35399 |
Z | Any digit from 1 to 9 | |
N | Any digit from 2 to 9 | |
[ ] | Any one digit in the brackets, or a range | +3538[3-7] matches Irish mobiles starting 083 to 087 |
. | One or more characters | +35321. matches every Cork number |
! | Zero or more characters |
You can also enter a full number with no special characters to match one exact caller.
Example: Route callers to their regional team
Your business has one main number. Callers from the Cork area (021) should reach the Cork team, and callers from Dublin (01) should reach the Dublin team.
Create one inbound route per team:
Route for the Cork team
- Go to Call Control → Inbound Routes and click Add.
- Name: e.g. Main line – Cork callers.
- Trunk: select the trunk that carries your main number.
- DID Pattern: leave blank to match every number on the trunk, or enter your main number to limit it to that line.
- Caller ID Pattern: select Caller ID Matching Settings, click Add, and enter
+35321.. This matches every caller ID starting with the Cork area code. - Default Destination: select the Cork team's queue.
- Click Save.
Route for the Dublin team
Repeat with the pattern +3531. and the Dublin team's queue.
Catch-all route for everyone else
Create a third route with Caller ID Pattern left blank and point it to your main IVR or reception queue. Mobile callers and callers from other regions will land here.
Route order matters
Dromlik checks inbound routes from the top of the list down and uses the first one that matches. Always place routes with a caller ID pattern above the catch-all route. If the catch-all is on top, it answers every call and your caller ID routes are never used.
Caller ID format
Dromlik delivers caller IDs in full international format with a leading "+". A Cork landline arrives as +35321…, an Irish mobile as +35386…, and a Stockholm number as +468…. Write every pattern the same way: start with "+" and the country code, and drop the leading 0 of the area code.
| Caller | Written locally | Pattern to use |
|---|---|---|
| Cork landline | 021 … | +35321. |
| Dublin landline | 01 … | +3531. |
| Irish mobile | 08X … | +3538. |
| Stockholm landline | 08 … | +468. |
| Anyone in Sweden | +46. |
To check a caller ID, find the call in Reports → CDR and look at the Caller ID column.