inbound
DID route
The rule that tells VICIdial what to do with a call arriving on a particular inbound phone number — send it to a menu, an agent group, or a recording.
A DID route is the rule that decides what happens when someone calls one of your inbound numbers. DID stands for direct inward dialing, which is just a phone number that points at your system. The route is the instruction that says "calls to this number should go here."
Every DID (direct inward dialing) you point at VICIdial needs a route, or incoming calls have nowhere to land. The route can send the caller straight to an Ingroup so an agent answers, into a Call menu that plays options, or to a recording. One number, one clearly defined destination.
Common destinations
- An ingroup, so a live agent picks up.
- An IVR or call menu, so the caller chooses where to go.
- A recorded message or voicemail box.
Routes work off the number that was dialed, which the system sees as the DNIS. That means you can run several campaigns through one box, each with its own number, and the DID route quietly sorts each call to the right place. If you set up an IVR (interactive voice response) or a simple Auto attendant, the DID route is the first link in that chain — get it wrong and the caller hears silence or a busy tone, so it's worth double-checking after every new number you add.
Related terms
Auto attendant
An auto attendant is the recorded menu that greets inbound callers and lets them press a key to reach the right department or queue without a human operator.
Call menu
A call menu is the "press 1 for sales, 2 for support" prompt that greets inbound callers and routes them to the right place before an agent picks up.
DID (direct inward dialing)
A DID (direct inward dialing) is a phone number you own that routes incoming calls straight into VICIdial, usually to a chosen inbound group.
DNIS
DNIS (dialed number identification service) tells VICIdial which of your numbers an incoming caller dialed, so the same server can route different lines differently.
Ingroup
An inbound group in VICIdial that routes incoming calls to a pool of agents, the inbound counterpart to an outbound campaign.
IVR (interactive voice response)
An automated phone menu that greets callers and lets them press keys or speak so the system can route them, answer simple questions, or collect information.