Route known callers by phonebook
Last updated: 2026-11-12
You can send calls from people saved in a company phonebook to a different destination than everyone else, without typing a single number pattern. Dromlik checks whether the caller's number is saved as a contact in a phonebook you choose, and routes the call accordingly.
Keeping the routing up to date is as simple as keeping the phonebook up to date. When you add a contact to the phonebook, their calls start following the route automatically.
Ideas for using it
| Business | Phonebook | Where their calls go |
|---|---|---|
| Clinic | Patients | Straight to reception, skipping the IVR menu |
| Agency or B2B | Key accounts | Their account manager or a priority queue |
| Trades business | Existing customers | The office, while new enquiries go to the AI receptionist |
| Restaurant | Regulars and event bookers | The manager's phone |
| Any business | Suppliers | Purchasing or accounts |
Before you begin
- Your Dromlik plan includes phonebook-based routing.
- You have created at least one company phonebook and added contacts to it. See Manage company phonebooks and Import contacts from CSV.
- Caller ID Match is turned on for company contacts, so Dromlik can recognise callers from their saved numbers.
Example: VIP clients go straight to their account team
You have a phonebook called Key accounts and want those callers to skip the menu and reach the account team queue directly. Everyone else should hear the normal IVR.
Route 1: Key accounts
- Go to Call Control → Inbound Routes and click Add.
- Name: e.g. Main line – Key accounts.
- Trunk: select the trunk your customers call in on.
- 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 Match Contacts' Caller ID in Specific Phonebooks, then select Key accounts. You can select more than one phonebook.
- Default Destination: select Queue and choose the account team queue.
- Click Save.
Route 2: Everyone else
- Create a second route on the same trunk and number.
- Leave Caller ID Pattern blank.
- Set Default Destination to your main IVR or reception queue.
- Click Save.
Put them in the right order
Make sure Route 1 is above Route 2 in the inbound routes list. Dromlik uses the first route that matches, so if the general route is on top, nobody gets the VIP treatment.
Different phonebooks, different teams
You can create one route per phonebook to split callers between teams. For example:
| Phonebook | Destination |
|---|---|
| Customers – Sweden | Swedish support queue |
| Customers – Ireland | Irish support queue |
Place all phonebook routes above your catch-all route.
Make sure contacts are recognised
Dromlik delivers caller IDs in full international format with a leading "+", e.g. +353861234567. A caller is only recognised if their number is saved in the phonebook in the same format. A contact saved as 086 123 4567 won't match.
| Saved in the phonebook | Recognised? |
|---|---|
+353861234567 | ✓ |
086 123 4567 | ✗ |
00353861234567 | ✗ |
If a known contact isn't being routed correctly, find their call in Reports → CDR, check the caller ID, and update the contact so it matches.
Combine it with business hours
Phonebook routes support the same business-hours, after-hours and holiday destinations as any other inbound route. For example, key accounts could reach their account manager during the day and a dedicated voicemail after hours.