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Configure inbound routes

Last updated: 2026-07-10

An inbound route tells Dromlik what to do when a call arrives on one of your phone numbers. Without a matching inbound route, callers hear a busy tone — with one, the call reaches an extension, an IVR, a queue, or any other destination you choose.

Before you begin

  • At least one trunk configured and registered.
  • The destination ready — an extension, ring group, queue, IVR menu, or call flow.
  • Optionally, business-hours and holiday schedules if the route should behave differently outside working hours.

Steps

  1. 1

    Open the Inbound Routes page

    Go to Call Control → Inbound Routes in the admin console.

  2. 2

    Click Add

    Click Add. The configuration panel opens with three tabs: General, Inbound Caller ID Reformatting, and DID/DNIS.

  3. 3

    Name the route

    Give the route a clear name, such as Main line or Support DID. This name only appears in the admin console.

  4. 4

    Choose which trunks the route applies to

    In Trunk, select the trunk(s) that carry the incoming numbers. A route can cover one trunk or several — for example, one route for every SIP trunk to a shared reception.

  5. 5

    Restrict by DID (optional)

    Leave DID Pattern empty to match all numbers on the selected trunk. To route a specific number, enter its DID — e.g. 0812345678. Use one route per DID for clarity, or pattern-match with wildcards (_08123456XX) for a range.

  6. 6

    Restrict by caller ID (optional)

    Enter a Caller ID Pattern to route only calls from certain numbers — useful for VIP treatment, blocking, or geographic routing.

  7. 7

    Set the destination for business hours

    Under Business Hours, choose where the call goes during working hours: an extension, ring group, queue, IVR menu, voicemail, call flow, external number, or "hang up".

  8. 8

    Set the destination outside business hours and on holidays

    Configure separate destinations for Outside Business Hours and Holiday. A common pattern is to route to an IVR during the day, to voicemail after hours, and to a special holiday greeting on public holidays.

  9. 9

    Save

    Click Save. The route is active immediately and the next incoming call will follow it.

How matching works

When a call comes in, Dromlik evaluates inbound routes in order and picks the first one that matches on trunk, DID, and caller ID. More specific routes should sit above more generic ones — Dromlik does not backtrack.

Testing

  1. Call the DID from an external phone.
  2. Watch Reports → CDR for the incoming call and verify it hit the expected destination.
  3. If the wrong destination answered, check the route order and DID pattern.

Troubleshooting

Callers hear busy or "the number is unavailable". No inbound route matches. Confirm the trunk name and DID pattern.

All calls land on the same extension regardless of DID. A more generic route sits above the specific one — reorder them.

Calls ring outside business hours behave the same as during business hours. The business-hours schedule isn't assigned. Set it under Call Control → Business Hours & Holidays and select it on the route.