How Inbound Call Routing Works

Overview

Inbound Call Routing in PXME ensures that when someone calls your PXME number—whether it’s from a text you sent, a call you made, or a number listed on your website or funnel—the call reaches the right person at the right time. This feature helps you stay connected with patients and prospects, even when you’re away from your desk, so you never miss an opportunity.

Example: If a potential patient calls back after receiving your campaign message, the call can route directly to your mobile or desktop app.

How Calls Are Routed

PXME follows a priority-based routing system for all inbound calls:

1. If the number is assigned to a user

   • The call routes directly to that user’s phone number.

   • If additional users are added, the call will also ring their desktop or mobile app (based on User Settings).

2. If the number is not assigned to a user

   • PXME checks if the contact/lead is assigned to a user.

     • Yes → Call routes to the assigned user’s phone number.

     • No → PXME checks for a Forwarding Number.

3. If a forwarding number is set

   • The call routes to the number listed in the Forwarding field.

4. If no forwarding number is set

   • PXME checks for a Company Phone number under:
     Settings > Business Info > Company Data.

5. If none of the above are configured

   • The call will drop immediately.

Step 1: Setting Up Your User Phone

1. Go to Settings > My Staff > Team Management.

2. Select the user and edit their profile.

3. Add the user’s phone number in Call & Voicemail Settings.

4. Click Save.

Step 2: Setting Up a Forwarding Number

1. Navigate to Settings > Phone Numbers.

2. Click Edit next to the number.

3. Enter the Forwarding Number.

4. Click Update to save changes.

Optional: Forward calls to your business line by toggling this option under:
Settings > Phone Numbers > Advanced Settings > Voice Calls.

Step 3: Setting Up Your Company Phone

1. Go to Settings > Business Info > Company Data.

2. Add your Company Phone Number.

3. Save changes.

This acts as a final backup if no user or forwarding number is configured.

Additional Options

Routing to Voicemail

• Use a Google Voice number with voicemail, or

• Adjust the Inbound Call Timeout (1–4 seconds) to send calls quickly to your PXME pre-recorded voicemail.

Handling Extensions

• If calls are forwarded to a number with an extension, assign the phone number to a user and include the extension in their profile.

Handling Call Failures

• If no routing options are set, inbound calls will drop immediately.

FAQs – Inbound Call Routing

Q1: How can I see which number the contact called?
A: Go to Conversations > Select the contact > Hover over inbound call > Three dots > Details. The called number will be displayed.

Q2: How do I check if a number is assigned to a user?
A: Go to Settings > My Staff > Edit user > Expand Call & Voicemail Settings > Phone Number dropdown.

Q3: How do I check if “Ring user assigned to called number” is enabled?
A: Go to Settings > Phone Numbers > Advanced Settings > Voice Calls > Inbound Call.

Q4: What happens if I don’t set a forwarding number?
A: PXME will check for a Company Phone. If none is set, the call will drop.

Q5: Can I forward all calls to one number only?
A: Yes. Create a new user, assign the PXME number to them, and all calls will route directly to that user’s phone.

✅ Key Takeaways

• PXME follows a priority-based call routing system to ensure calls reach the right destination.

• Always set up user phones, forwarding numbers, and company phone numbers as backups.

• Use voicemail routing and extensions where needed for added flexibility.