Call routing and forwarding

This page covers how inbound calls reach the right person, what callers hear when they connect, how outbound calls appear to the people you ring, and what happens when a call is forwarded on. All of these are configured in the same place: Settings > Phone under Channels.

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Call groups

Call groups route inbound calls on specific Conduit numbers to selected teammates. To create a call group:

1. Navigate to Settings > Phone under Channels
2. Navigate into Call groups, and click Add call group
3. Name the group, choose a ringing behavior, add members, and attach phone numbers
4. Click Create call group

You can also create a call group by navigating to Settings > Call Groups under Inbound. Ringing behaviors:

• Simultaneous: Rings every available member at the same time. The first person to answer takes the call.
• Longest idle: Rings the available member who has gone longest without an inbound call attempt.

Members marked away or already on another call are skipped automatically. If nobody answers, all routed members decline, or no member is eligible, Conduit tries the number’s fallback phone number if one is set, then sends the caller to voicemail.

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Per-number settings

Each number has its own card under Settings > Phone under Channels, carrying a few settings that shape how calls on that number behave.

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Fallback

The Fallback field holds an overflow or secondary number. It is where a call goes when Conduit has tried to get it answered and could not. Conduit rings the fallback number when:

• Nobody in the call group answers, everyone declines, or no member is eligible
• A blind transfer is not accepted by anyone

The order is always the same. Conduit exhausts its own routing first, then tries the fallback number, then sends the caller to voicemail. If no fallback is set, the caller goes straight from unanswered to voicemail. Any phone number works, including one outside Conduit, so common choices are an after hours answering service, a duty manager’s mobile, or a regional office.

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Alias

The Alias field is a friendly name for the number, for example Front desk. It is what your team sees rather than a bare number, including on the incoming call notification, which shows the line being called. If you run several numbers across brands or regions, aliases are what let whoever answers know which business the caller thinks they have reached. See Receiving and handling calls.

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Forward

The Enable call forwarding toggle switches forwarding on for the number. Caller ID behavior when forwarding is covered under Call forwarding below.

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Start of call announcement

The start of call announcement is a message spoken to callers when an inbound call connects, before it rings your team or is forwarded. Use it for greetings or notices such as call recording disclosures.

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Workspace announcement

You need at least one regular Conduit phone number for this setting to appear. To set the default announcement for every number in your workspace, go to Settings > Phone under Channels, enter your message under Start of call announcement, and save your changes.

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Per-number announcement

You can give an individual number its own greeting, for example a different welcome for a reservations line and a front desk line. On the number’s card under Settings > Phone, expand the Advanced section, enter your message in Start of call announcement, and save your changes. A per-number announcement replaces the workspace announcement for calls to that number. Leave the field empty to use the workspace announcement.

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Mobile call bridge

Mobile Call Bridge allows team members to place outbound calls from their mobile devices using their Conduit workspace phone numbers. Calls appear to recipients as coming from your Conduit business number rather than a personal mobile number.

1. Navigate to Settings > Phone under Channels
2. Locate the Mobile Call Bridge toggle and enable it.

Once enabled, the feature is automatically applied when outbound calls are initiated from a mobile device. The user may select the number to display to the recipient. No additional configuration is required.

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Supported call types

Mobile Call Bridge works for all outbound calls initiated from:

• The dialpad
• Call transcripts, when returning a call
• The inbox, when placing an outbound call

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Call forwarding

When using a Conduit number for call forwarding, you can control what phone number the receiving party sees when a call is forwarded to them.

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Original Caller ID

The Original Caller ID toggle determines which number is displayed to the forwarded destination:

• Toggled ON: The original caller’s phone number is passed through to the forwarded destination. The recipient sees the number of the person who originally called.
• Toggled OFF: The Conduit number is shown to the forwarded destination. The recipient sees your Conduit business number instead.

This setting helps recipients identify whether an incoming call is being forwarded through your Conduit system or is a direct call. To configure this setting, navigate to Settings > Phone under Channels and locate the Original Caller ID toggle under your call forwarding configuration.

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Frequently asked questions