Outbound routes | Hams AI Docs

An outbound route matches the number that an agent dials. It sends the call out through a trunk. It can also rewrite the dialed number and the caller ID before the carrier gets them. A call campaign also needs an outbound route that matches its contact numbers.

Only administrators can see and change outbound routes.

An outbound route open on its dial pattern. A test number shows what the carrier gets.

Fields

Field	What it does	Rules
Name	Names the route.	Required. 1 to 128 characters.
Domain	Sets the SIP domain of the route.	Required. You choose it when you create the route. You cannot change it later.
Trunk	Sets the trunk that carries the matched calls.	Required. A route on an Inbound trunk sends no calls.
Dial pattern	Sets the shape that a dialed number must have for this route to apply.	Required. 1 to 128 characters from `0-9`, `N`, `X`, `Z`, `.`, `[`, `]`, `-`, `+`, `*`, and `#`. See Dial patterns.
Priority	Sets the order when several routes match.	A whole number of 0 or more. The default is 100. The route with the lowest number goes first.
Call flow	Selects an outbound call flow.	Optional. Select None for no call flow. The call flow must be an outbound call flow in the SIP domain of the route. The field has no effect on calls at this time.
Dialed-number rewrite	Changes the dialed number before the system sends it to the trunk.	Optional. Up to 6 operations. See Rewrite operations.
Outbound caller-ID rewrite	Changes the caller ID that the system shows to the trunk.	Optional. Up to 6 operations. This field also offers Set number.
Call recording	Sets the recording decision for outbound calls on this route.	Inherit, On, or Off. The default is Inherit. The setting of the route replaces the setting of its trunk, unless the trunk locks it. Nothing after the route changes the decision for an outbound call. Lock this decision has no effect on a route.
Active	Turns the route on or off.	On by default.

Two routes in the same SIP domain cannot have the same Dial pattern and the same Priority.

Dial patterns

The Dial pattern uses these symbols:

Symbol	Meaning
`X`	A digit from 0 to 9.
`N`	A digit from 2 to 9.
`Z`	A digit from 1 to 9.
`.`	One or more characters.
`[2-4]`	A digit in the range.
`+`, `*`, `#`	The character itself.

Examples:

Pattern	Matches
`+44XXXXXXXXXX`	A number that starts with `+44`, followed by 10 digits.
`9NXXNXXXXXX`	A `9`, followed by 10 digits. The first and the fourth digit are from 2 to 9.
`00.`	A number that starts with `00`, followed by one or more characters.

Type a number in Test a number against this pattern. The form shows Matches or No match. The system does not check if two patterns overlap when you save a route. If two routes match a number, the route with the lowest Priority number goes first. Give each route a different priority.

Rewrite operations

Each operation changes the number in order, from the first row to the last row. Click + Add operation to add a row. Type a number in Test number to see the Result.

Operation	What it does
Add prefix	Adds the prefix to the start of the number.
Strip prefix	Removes the prefix from the start of the number. The number stays the same if it does not start with the prefix.
Add +	Adds a `+` to the start of the number.
Remove +	Removes a `+` from the start of the number.
Set number	Replaces the whole number. Only Outbound caller-ID rewrite offers this operation.

A prefix has 1 to 6 characters: digits, +, *, or #. The number for Set number has 3 to 16 characters: an optional +, then digits, *, or #.

For example, an agent dials 07700900123. Use Strip prefix 0 and then Add prefix +44. The carrier gets +447700900123.

Caller ID on an outbound call

The system picks the caller ID in this order:

The Outbound Caller ID of the extension. See Extensions.
The Default caller ID of the trunk, if the extension has none. See Trunks.
The extension number, if the extension and the trunk have none.

The Outbound caller-ID rewrite of the route then changes the number that the system selected.

Add an outbound route

Before you start, add a SIP domain and a trunk. You cannot create a route before both exist.

Open the Outbound Routes tab

Click Settings in the Cloud Call Center sidebar. Click the Outbound Routes tab.

Open the form

Click Create Outbound Route. The New outbound route drawer opens.

Set the match

Enter the Name. Select the Domain and the Trunk. Enter the Dial pattern and the Priority.

Set the rewrite rules

If the carrier needs a different number format, add operations to Dialed-number rewrite or Outbound caller-ID rewrite.

Save the route

Click Create. The drawer closes and the route shows in the list.

To change a route, click its row. Change the fields. Click Save. You cannot change the Domain.

Delete an outbound route

Check the dial pattern before you delete a route. If no other route matches the same numbers, those numbers have no route after the delete. You cannot undo a delete.

To delete a route, open the actions menu of its row. Click Delete. Click Delete again in the dialog.