Configuring Inbound Rules for Incoming Calls
By default the Matrix numbers you add to your account do not have any Inbound Rules (used for Incoming Calls) configured since these are per your preference, therefore you need to configure them if you require inbound calls.
This can be done by following the below steps:
1. Navigate to the Settings from the Matrix Dashboard:
2. Click on Phone Numbers and click the "+Add New Group" button:
3. Next select the numbers you wish to add to this group from the left under "Phone Numbers" click on Inbound Rules:
For more information regarding the "Settings" in further detail in this section please review the following article here under the "Phone number management/configuration section".
4. Click on the + sign to add a new rule:
5. You can have multiple Inbound Rules for multiple campaigns, after configuring the rule you can either add another by clicking the + or Save to complete the configuration:
Call: This option allows to select between Last Contacted Agent or Any Agent, this is how the inbound calls will be distributed between the agents.
From: Is where you select which Campaign this Inbound Rule will be applied to.
With Status: Is the option to select what kind of status the agents should have in order to receive the call, they can be set to receive the Inbound Call while on Any Status or a specific one.
And wait for: Is the option to set the amount of seconds the agents have to pick up the call until it's hung up, i.e. how long the customer can stay in the queue until the call is dismissed.
Related article: Voicemail configuration