Planning Your Inbound Call Strategy


One question I get asked all the time is: "While I understand that there are Groups, Users and Automated Attendants, what are they used for and when do to use them?" The resulting conversation can definitely be confusing, so what I tell people is to simplify the thought process. There is just one basic question that needs to be asked:

What do you want to happen when your phone number(s) are called?

After that it is as simple as trying to find the right tool to fit your need. In Phonebooth, we have three (3) tools to assist Administrators in routing inbound calls.

Option A - Users

Although Users are really not considered a routing strategy, routing a call directly to a User is one of your options. If you would like calls to be delivered directly to a User (in this case, I'm referring to a person), a voicemail box or even forward out to an outside phone number, you will need to point a phone number directly to a User. This is sometimes called Direct Inbound Dial (DID) routing. To learn more about setting up a User, click here -->

Option B - Groups

Groups are another way to direct callls. In this case, the calls would go to multiple Users. If you want inbound calls to immediately ring a group of your Users either all at one time or in some particular order, this is the best way to do it. This method is also useful if you want to route multiple numbers to a single User. To learn more about setting up a Group, click here -->

Option C - Auto-Attendants

An Automated Attendant, or Auto-Attendant, can be known by many other names. An Auto-Attendant is basically a method to automatically route callers based on options they choose. i.e. "For sales, press 1. For support, press 2..." To learn more about setting up Auto-Attendants, click here-->


This exercise needs to be performed for each number you have. Ask youself, "What do I want to happen then __________ is called?" The choose from the options above to satisfy your need.


If these three options still does not do what you need, try these:

  • Search the community - Someone may have posted this same question and it has been answered before
  • Ask the community - Perhaps someone else has already solved this and has a workaround.
  • Make a feature request - We do not do it all, but we would like to do what you need. Visit to present new feature ideas to the community and vote on other ideas.
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