Inbound Routing

Inbound is a full feature set in Neo Dialer, not a side effect of being able to dial out.

The path a call takes

Inbound call
   │
   ├─ matched to a trunk by source
   ├─ resolved to the ONE tenant that owns the number
   │
   ▼
Routing profile
   │
   ├─ Business hours?  ──no──▶  After-hours destination
   │                              (voicemail, or AI receptionist)
   ▼
IVR menu  ──▶  Queue  ──▶  Ring group  ──▶  Extension
   │
   ▼
No answer ──▶ Voicemail ──▶ transcribed and logged

Every decision along that path is recorded. Admin → Telephony → Routing Log shows exactly which rule sent a given call where, which turns "why did that call go to the wrong team" from an argument into a lookup.

Numbers

Admin → Telephony → Phone Numbers. A number routes inbound to exactly one tenant, enforced by a database constraint. The same number may still be presented as outbound caller ID by other tenants — those rows exist with inbound disabled, because presenting a number as caller ID does not claim inbound routing for it.

Business hours

Admin → Telephony → Business Hours. Define the schedule once and reference it from routing profiles, so after-hours behaviour is explicit rather than an accident of nobody being logged in.

IVR menus

Admin → Telephony → IVR Menus. Build the "press 1 for sales" tree, with nested menus and DTMF input. Each option points at a queue, a ring group, an extension, another menu, or voicemail.

Call queues

Admin → Telephony → Call Queues. Callers wait in order, with configurable wait handling, and are connected to the next available agent on the queue.

Ring groups

Admin → Telephony → Ring Groups. A set of agents rung together or in sequence, distributed with awareness of who is actually available rather than who is merely assigned.

Extensions

Admin → Telephony → Extensions. Internal numbering for direct dialling between people in the tenant.

Routing profiles

Admin → Telephony → Routing Profiles. The profile ties it together: this number, during these hours, goes here; outside them, goes there. Assign a profile to a number and the behaviour is defined in one place.

AI receptionists

Admin → Telephony → AI Receptionists. An AI voice agent placed on an inbound route — typically for after-hours, overflow, or first-line triage. It can answer questions, qualify the caller, book an appointment, and route on to a human.

Receptionists can be linked to an industry template, which gives them a persona and call flow appropriate to the vertical without building one from scratch. See AI Voice Agents.

Voicemail

Unanswered calls fall through to voicemail. Messages are transcribed and land in Voicemail Messages in the Agent view, alongside the rest of the call record.

Reporting

Inbound has its own reporting under Inbound Reporting, kept separate from outbound campaign reporting because the questions are different — queue wait times and abandonment rather than connect rates and dispositions.