How Inbound Call Routing Works

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Inbound call routing determines where calls go and how they are handled when someone dials your 13, 1300 or 1800 number.

Routing happens in the network, before the call reaches your phone system, which allows calls to be managed reliably and flexibly.

How Inbound Call Routing Works

When someone calls your inbound number:

1. The call enters the Australian inbound network

2. Routing rules are applied

3. The call is delivered to the correct destination

These rules are evaluated in real time for every call.

What Calls Can Be Routed To

Inbound calls can be routed to:

• Business landlines

• Mobile phones

• Cloud PBX systems

• Softphones and call centres

• Multiple destinations for overflow or backup

Calls are not tied to a physical location.

Common Routing Rules

Routing rules control how calls are handled.

Time-based routing

• Routes calls differently during business hours and after hours

• Supports weekdays, weekends and public holidays

Geographic routing

• Routes calls based on the caller’s location

• Can be configured by state, region or postcode

Call overflow

• Redirects calls if lines are busy or unanswered

• Prevents missed calls during peak periods

Load sharing

• Distributes calls across multiple destinations

• Helps balance staff workloads

Menus and Announcements

Inbound routing can include:

• Recorded announcements

• IVR (menu) options such as “Press 1 for sales”

Menus are handled as part of the inbound service, not your phone system.

What Happens If a Destination Is Unavailable

If a destination cannot answer a call:

• Overflow rules are applied

• Calls can be redirected to alternate numbers

• Final fallback options can be configured

This ensures inbound numbers continue to work even if a site or service is unavailable.

Routing vs Your Phone System

Inbound routing is separate from your phone system.

• Routing decides where calls go

• Your phone system decides how calls are answered

This separation improves reliability and business continuity.

Making Routing Changes

Routing can be updated to:

• Change destinations

• Adjust business hours

• Add or remove menus

• Prepare for campaigns or seasonal changes

Most changes can be made without downtime.

When to Contact Pickle

Contact Pickle if you:

• Want to review or improve your routing setup

• Are experiencing missed calls

• Are planning high call volumes or campaigns

• Need temporary or emergency routing changes

We can help design routing that suits your business and call patterns.