Inbound Routes

Overview

Inbound Routes are the entry points for all incoming call flows within the Sharpen platform. Each inbound route is associated with a Direct Inward Dial (DID) number, a phone number intended for external communications, and controls where and how calls to that number are initially routed. Multiple inbound routes can be provisioned within the platform, and new numbers can be ordered directly through the interface.

Navigating Inbound Routes

Navigate to Admin > Configuration > Inbound Routes to view and manage all inbound routes on your account.

• Search

  • Use the search bar to locate an existing inbound route by phone number, name, or other field values.

• Route Edit Shortcut

  • Each inbound route displays a shortcut between the Route Type and Route Options columns, allowing you to quickly update where the route points, such as switching to a different queue or Auto Attendant, without opening the full edit screen.

• Edit

  • Click Edit on any inbound route to view and modify the full configuration details for that number.

Configuring an Inbound Route

Your inbound route determines the first step a call takes when it reaches your platform. As a best practice, inbound routes should point to a flow containing a Time Control as their first destination whenever business hours or after-hours routing is required. The Time Control then handles routing the call to the appropriate queue, Auto Attendant, or other destination based on when the call arrives.

To configure where a specific number routes, navigate to Admin > Configuration > Inbound Routes and select the route you want to edit. From here, you can assign the number to any of the following destinations:

• Classic Logic Flow

  • Routes the number through a Classic Logic IVR flow. Use this option if your call routing is built using Classic Logic.

• Sharpen Q

  • Routes the number directly into a specific queue, where it will be distributed to available agents according to the queue's configuration.

• Ring Group

  • Routes the number to a Ring Group, simultaneously alerting or hunting through a defined set of users or external numbers.

• External Number

  • Forwards the number directly to an external phone number outside of the Sharpen platform.

• VCX

  • Routes the number through a VCX destination as configured within your environment.

Assigning a Number to a Logic+ Flow

1. Navigate to Admin > Configuration > Logic+ and select the flow you want to assign a number to.

2. Click Configure in the top-right corner of the interface.

3. Select Routing from the menu.

4. Click the + Add Route button.

5. Locate the number you want to assign by searching by number, name, or current route, or scroll through the list manually.

6. Check the box to the left of each number you want to assign.

7. Click Add ([number count]) Route.

8. Click Review Changes.

9. Type Save in the confirmation field, then click Save to apply the changes.

Once saved, any calls to the assigned number will route through the Logic+ flow.

Ordering a New Number

New phone numbers can be ordered directly within the platform. Additional fees may apply.

1. Click the New Number button in the upper-right corner of the Inbound Routes page.

2. Select your Country, State, and City.

3. Choose whether to order numbers individually or in bulk:

• Bulk Order

  • Enter the quantity of numbers you need and click Order. Sharpen will provision a grouping of similar numbers based on availability.

• Individual Selection

  • Browse available numbers presented in two columns. Click a number in the Unselected Numbers column to move it to the Selected Numbers column. Once you have made your selections, click Order.