Understand call routing
You can manage how your inbound calls are directed with Call Routing. Call Routing uses predefined routes and configurable failover strategies to ensure reliability, flexibility, and an optimized caller experience.
Call Routing operates with predefined routes, where each route can include up to 10 destinations that are attempted in a sequence until a successful call connection is made.
Call Routing supports two methods for selecting which route to execute:
- Static routing: A fixed route is assigned to each inbound number or source. Every call received on that number consistently follows the same predefined sequence of destinations.
- Dynamic routing: Routes are determined based on configurable filters, such as caller origin or other call attributes. When a call is received, the system evaluates the filters and selects the route that best matches the defined criteria.
Call routing can be triggered on inbound traffic from:
Destinations in routes can be of the following types:
| Entry type | Definition |
|---|---|
| SIP | Any predefined SIP trunk you have already created on your account |
| PHONE | Any fixed or mobile phone number that can be reached over the Infobip global network |
| WEBRTC | A user identity from your WebRTC application |
| WEBSOCKET | A WebSocket media streaming configuration |
| The MSISDN (phone number) of the WhatsApp end user to be called with WhatsApp Business Calling | |
| VIBER | The MSISDN (phone number) of the Viber end user to be called with Viber Business Calls |
| URL | A webhook exposed by your backend application, supporting dynamic routing scenarios |
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