📞 Call Routing

• Which calling channels are available: FaceTime, Android, WhatsApp, and Twilio.
• The order in which calling lines are attempted when a call cannot be connected.
• How lines within the same row are treated—as alternatives rather than backups.

Call Routing dialog: Rows represent priority levels (Primary, Backup 1, and Backup 2), while columns represent FaceTime, Android, WhatsApp, and Twilio.

1. Navigate to Subaccount SIM.
2. Locate the required subaccount.
3. In the Call Routing column, click the Call Routing button next to Message Routing.

If a call cannot be connected through the selected line, the system moves to the configured lines in the next row.

Lines in the same row are alternatives, not backups for one another. You select the line to use when placing the call. If the call fails, the system moves to the next row instead of switching to another line in the same row.

• Columns represent the calling channels available to the subaccount.
• Rows represent priority levels. The first row is attempted first, the second is used if the first cannot connect, and the third serves as the last resort.
• Select the desired lines by ticking the corresponding checkboxes, then click Save.

• Starting line: The line the agent selects when placing a call.
• Backup lines: Additional lines used if the selected line cannot connect the call.

• Primary (Row 1): Android
• Backup 1 (Row 2): FaceTime

1. The system attempts to place the call through the Android phone first.
2. If the Android phone cannot connect the call, the system attempts the call through FaceTime on the Mac.

• Primary: Android
• Backup 1: FaceTime
• Backup 2: Twilio

• The call is successfully connected, or
• All available routing options have been exhausted.

• Primary (Row 1): FaceTime and Android

• Both lines are available as choices on the call button.
• The call starts through the line selected by the agent.
• If the selected line fails, the system moves to the next row—not to the other line in Row 1.

• A Mac must be connected to the subaccount, with the Mac gateway app running version 0.9.55 or later.
• Calling must be enabled for the iMessage/Mac line under Plans → Calling → iMessage.
• FaceTime must be available and working on the Mac, which must be signed in with the correct Apple ID.

• FaceTime calls can reach only Apple devices.
• FaceTime cannot distinguish a declined call from a failed call. Therefore, a declined FaceTime call also triggers the backup route.

• Android app version 10.9.11 or later.
• A calling line enabled for the device's SIM under Plans → Calling → Android.

• Android is the only channel used by the Outbound Missed Call automation action.
• The phone must be online, and the gateway app must be running, for the call to be placed.

• A WhatsApp number must be connected to the subaccount.
• Calling must be enabled under Plans → Calling → WhatsApp.

• Enabling WhatsApp calling uses one purchased calling line.
• If no WhatsApp number is connected, the grid displays the channel as unavailable.

• Twilio calling must be enabled under Plans → Calling.
• A default Twilio caller ID must be selected for the subaccount under Twilio → Calling.

• Calls are placed through your own Twilio account, and Twilio bills you directly.
• Without a default caller ID, the system cannot determine which number to use for a backup call.

• Primary: Android
• Backup 1: FaceTime

• The system attempts the Android phone first.
• If the phone cannot connect the call, the system attempts FaceTime.

• An Android calling line enabled on the SIM.
• A Mac with iMessage calling enabled.

• Primary: FaceTime
• Backup 1: Twilio

• The system attempts FaceTime on the Mac first.
• If the Mac cannot be reached or the call ends before anyone answers, the system attempts Twilio.
• If the contact does not use an Apple device, the call is placed through Twilio instead.

• A Mac with iMessage calling enabled.
• Twilio calling enabled, with a default caller ID configured.

• Primary: FaceTime and Android
• Backup 1: Twilio

• The agent selects either FaceTime or Android when placing the call.
• If the selected line fails, the system attempts Twilio.
• The system does not switch to the other line in Row 1.

1. Review the selected lines.
2. Verify the backup order.
3. Confirm which lines share the same row.
4. Click Save to apply the configuration.

• Call Routing is configured separately for each subaccount.
• The order of the rows determines the backup execution sequence.
• Reordering rows changes the routing priority.
• Lines in the same row are alternatives. A failed call never moves sideways to another line in that row.
• A backup call uses the calling line associated with the relevant subaccount.
• A call initiated from a line that is not included in the grid falls back to the configured lines in the grid.
• Only qualifying connection failures trigger a backup attempt, such as an unreachable Mac, an Android phone that cannot place the call or carry its audio, or a call rejected by Twilio.
• A busy line, a declined call, or an unanswered call on Android or Twilio does not trigger another attempt through a backup line.
• The Outbound Missed Call automation action follows the same routing order, starting with the top row.
• The availability of calling lines depends on the devices, calling lines, and plans configured for the account.

Use this checklist before finalizing your Call Routing configuration.

• Which calling line should agents use by default?

• Which line should take over first?
• Which line should serve as the last resort?

• iMessage/Mac: Calling is enabled under Plans → Calling → iMessage.
• Android: A calling line is enabled on the SIM under Plans → Calling → Android.
• WhatsApp: WhatsApp calling is enabled if a WhatsApp number is being used.
• Twilio: Twilio calling is enabled, and a default caller ID is configured if Twilio is being used.

• Confirm that the phone has a calling line on its SIM (browser audio).
• Confirm that the phone is online and the gateway app is running.

• Confirm that the Mac is online and signed in with the correct Apple ID.
• Remember that FaceTime can reach only Apple devices.

• Review the routing grid and confirm the backup order.
• Click Save to apply the configuration.

•  Call Routing is controlled by the Call Routing grid.
• Rows define the backup sequence. If a call cannot be connected, the system moves to the next configured row.
• Lines selected within the same row are alternatives. The agent selects one, and a failed call does not move sideways to another line in that row.
• Backup calls use the calling lines associated with the relevant subaccount.
• Only qualifying connection failures trigger a backup attempt. A declined call, a busy line, or no answer on Android or Twilio does not.
• Call Routing is the voice equivalent of Message Routing and also determines the routing order for the Outbound Missed Call automation action.

• Configure Message Routing
• Android Calling Setup — myCRMSIM
• iMessage Calling Guide — myCRMSIM
• Can I Make Phone Calls as Well as Send Text Messages with myCRMSIM?
• How to Set Up Verified Caller ID