Edit call routing settings

If you'd like to remove a call flow from a tracking number, you can edit your call routing preferences. Once your tracking number is updated, calls will forward to a single destination number instead of a custom call flow.

Once your changes have been saved, your calls will immediately begin routing to the destination number you enter, and will no longer route through your call flow.

Please note: CallRail may be unable to forward calls to certain mobile numbers in the United Kingdom and Australia due to the intricate and variable cost structures associated with some carriers.

Switch to basic call forwarding

  1. Click the Settings icon on the left navigation bar.

  2. Choose the company whose tracking number you'd like to update.

  3. Click the pencil icon for the tracking number you’d like to update to go to its main configuration page.

  4. On the next screen, click the pencil icon in the upper-right of the Number Options menu.

  5. Under Forward Calls To, select the tab for Number.

  6. Enter the single destination number where calls should forward.

  7. Choose Save at the bottom of the section when finished.

Edit call routing settings for multiple numbers

The Bulk Edit option allows account administrators to edit call routing settings for multiple tracking numbers at the same time. We'll send you a confirmation email once all of your numbers have been updated.

  1. Click the Settings icon on the left navigation bar.

  2. Choose the company where you'd like to bulk edit tracking numbers.

  3. Click Account-Level Numbers at the top right.

  4. Select the number(s) you'd like to bulk edit.

  5. Click the Bulk Actions button at the top left.

  6. Select Call Routing, then click Next.

  7. Choose a Call Routing preference for all of your selected numbers.

    - Select Forward these calls to a new number to forward all calls to your tracking number to a specific phone number.

    - Select Forward these calls to a call flow from this company to forward all calls to your tracking number to a call flow. This option is only available if all of your selected numbers belong to the same company.

  8. Click Save Changes


Can I configure my tracking number to route calls to another tracking number in my CallRail account?

We do not recommend forwarding calls from one CallRail tracking number to another. This configuration will cause duplicate minute charges, duplicate calls being logged in reporting, and can also result in extended connection times for the caller. It is highly recommended that your tracking numbers are configured to route to a number hosted outside of CallRail or a Lead Center agent.

Additionally, we don't recommend routing calls through multiple call forwarding systems since doing so would cause unintended behavior.


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