Call Router

Route inbound calls
by who is calling.

Send each inbound call where it belongs: by area code or caller ID, by on-call schedule, or to a priority queue for your most important customers. If your need is different, we can build a custom solution.

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Area code and caller ID routing
On-call schedule routing
Custom solutions built on request

The solutions

Start from a routing solution we have already built.

Call Router is not one fixed product. It is a collection of routing solutions developed over the years, including these six. If none of them fits, we can build one for you.

Area code
Takes the area code from the caller ID, looks it up in a database and routes the call to the matching extension.
Caller ID
Looks up the caller ID in a database. Numbers it finds go to a set extension, and all others go to a default extension.
Authorized number
Known numbers go to support. Other callers are asked to enter an authorized number, with a set number of tries before voicemail.
On-call schedule
Compares the date and time to an on-call schedule. Calls in scheduled support hours go to the scheduled employee, others to voicemail.
Delivery status
Finds the driver by caller ID and prompts for driver code, order number and delivery status, then sends an encoded email for import into a CRM.
Priority customers
Sends your most important customers to a priority queue, while other customers go to the standard queue.

How a call is routed

One extension decides where each inbound call goes.

Each Call Router solution is a 3CX Call Flow Designer application with its own extension. You forward inbound calls to it, and it routes them by the rules you keep in the web portal.

A call comes in

Inbound calls are forwarded to the Call Router extension, the same way you forward calls anywhere else.

It checks the caller

It reads the caller ID, or the area code in it, and looks it up in your routes.

A match
The call goes to the extension you set for that caller ID or area code.
No match
The call goes to the default route you set.
A time restriction
Turn one on with a lookback time, and some calls go to your voicemail extension instead.

Every routed call is added to the Logs screen with the time, the caller's number, the Call Router extension and where the call went.

Call Router's Routing CFD Maintenance screen listing two published routes, with columns for title, CFD extension, default route, voicemail extension, restriction start time, time restriction, lookback time and publish

The CFD screen: each routing call flow with its default route, voicemail extension, time restriction and lookback time.

Call Router uses the call records in the Exporter database to route calls, so Exporter is required. If Call Router cannot reach that database, calls go to the default route.

Inside Call Router

Manage routes from a simple web portal.

Route screen

Match callers to the right extension.

Pick a published Call Router CFD, enter the caller ID or area code, and choose the extension that should get those calls. Add a row, save, and the route is in place.

Only published CFDs appear in the list
Filter any column
Group routes by dragging a column header

Call Router's Route Maintenance screen with two routes, each listing a CFD extension, an area code and the extension that receives the call

Logs

See where every call went.

The Logs screen keeps an automatic, time-stamped record of each call: the date and time, the caller's number, the Call Router extension and the extension the call was routed to.

Created automatically for every call
Filter by date, CFD, caller or route
Review call activity and check your routing

Call Router's Log Maintenance screen listing calls with date and time, CFD extension, caller number and the extension each call was routed to

Everything included

Built with the 3CX Call Flow Designer.

Call flow apps

Each solution is a Call Flow Designer application with its own extension, working on inbound calls.

Publish to go live

A CFD becomes active when you publish it. Modify or delete it whenever you need to.

Exporter data

Routing uses the call records that Exporter keeps in its database.

Custom solutions

A unique routing need? Tell us about it and we can build a solution for you.

Everything in Call Router

Route by area code
Route by caller ID, with or without an authorized number prompt
On-call schedule routing
Delivery status call-ins for drivers
Priority queue for your most important customers
Routing to queues
Default route and voicemail extension
Time restriction with a lookback time
Built with the 3CX Call Flow Designer
Web portal with Route, CFD and Logs screens
Sign in with your 3CX extension and voicemail PIN
Automatic, time-stamped call log
Customizable, with custom solutions on request

Call Router is included in the VoIPTools Subscription.

One subscription gets you Call Router and 30+ other add-ons for 3CX.

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Questions

Call Router questions, answered.

Anything else? Our team answers 24/7 from the USA, India and the Philippines.

Do I need Exporter?+

Yes. Call Router relies on the call records (the CDR table) in the Exporter database to route calls. If that table is missing or the database has a problem, Call Router shows a notice and calls may go to the default route. Exporter is included in the VoIPTools Subscription too.

Is Call Router a single product?+

Not exactly. It is a collection of routing solutions we have developed over the years, such as routing by area code, caller ID, on-call schedule, delivery status and priority. If none of them fits, we can build a custom solution for you.

How do calls reach Call Router?+

Each solution is a 3CX Call Flow Designer application with its own extension. You forward inbound calls to that extension just as you would forward any other call.

What happens when a caller has no route?+

The call goes to the default route you set. If you turn on a time restriction, calls that come in within the restriction time but outside the lookback time go to the voicemail extension instead.

Does it route outbound calls?+

No. Call Flow Designer applications work on inbound calls, and Call Router routes inbound calls.

Which 3CX version does it work with?+

3CX version 20. Call Router runs on a Windows computer alongside 3CX and connects through the VoIPTools Relay.

Can you build routing that is not listed here?+

Yes. If you have a routing need that none of our existing solutions covers, we can build a custom solution for you. We can often have a solution ready in just a few hours. Contact us to talk through your requirements.

Who can sign in?+

Details

Requirements, updates and documentation.

Downloads and documentation

3CX version 20
A Windows computer running alongside 3CX: Windows 10 or later, or Windows Server 2012 or later, with the Windows web server role turned on (including Basic Authentication, .NET Extensibility and ASP.NET 4.x)
Microsoft SQL Server 2016 or later (the free Express edition works), installed in Mixed Mode for SQL Authentication
.NET Framework 4.7.2
VoIPTools Exporter, whose database call records Call Router uses to route calls
VoIPTools Relay, which connects Call Router to your 3CX system (default port 8801), and the VoIPTools Universal Updater
Static IP addresses for the VoIPTools and 3CX servers, with port 7650 open. HTTPS with a full domain name is recommended

Check the documentation for the current release and full setup details for your environment.

Got a question?

Talk to the team that builds Call Router.

Whether it is Call Router, another add-on, or a custom solution built around your needs, we can help you get the most out of 3CX.

Already a customer? For help with an install or an issue, email Support@VoIPTools.com.

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Route your inbound calls by who is calling.

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Route inbound calls by who is calling.