Who This Is For / When to Use
Account owners configuring inbound call behavior
Teams troubleshooting why calls ring a specific user, number, or voicemail
Anyone managing phone numbers, users, or forwarding priorities
What Is Inbound Call Routing
Inbound Call Routing is the decision process Kyrios uses when someone calls a Kyrios phone number. The system evaluates assignments and settings in a strict priority order to determine where the call should ring.
Inbound calls can originate from:
A callback to a campaign text or outbound call
A phone number published on a website or funnel
Any Kyrios-managed phone number
High-Level Routing Priority (Always Evaluated in Order)
Is the phone number assigned to a user?
Is the contact assigned to a user?
Is a forwarding number configured?
Is a business phone number configured?
Otherwise, the call fails
Step-by-Step Inbound Call Flow
Step 1: Incoming Call Reaches Kyrios
An inbound call hits a Kyrios phone number.
Step 2: Is the Phone Number Assigned to a User?
Kyrios first checks whether the called phone number is explicitly assigned to a user.
If YES — Route to Assigned User
The call rings the user assigned to that phone number.
Ringing occurs on the user’s enabled devices (web app, mobile app, desk phone, or personal phone).
How to Verify Phone Number → User Assignment
Go to Settings > My Staff
Edit the user
Open Call & Voicemail Settings
Review the Inbound Number dropdown
Alternate Control: Contact vs Called Number Routing
For known contacts, routing behavior depends on Voice settings.
Go to Settings > Phone Numbers > Voice > Other Settings
Review routing toggles
Enabled: Ring the user assigned to the called number
Disabled: Ring the user assigned to the contact
If NO — Phone Number Is Not Assigned
Kyrios proceeds to evaluate contact ownership.
Step 3: Is the Contact Assigned to a User?
If the contact (lead) has an owner, the call routes to that user.
If YES — Route to Contact Owner
The call rings the assigned user’s phone configuration
If NO — Contact Has No Owner
Kyrios checks for a forwarding number.
Step 4: Is a Forwarding Number Configured?
Forwarding numbers act as a fallback when no user assignment exists.
If YES — Route to Forwarding Number
The call forwards to the configured external phone number
How to Configure a Forwarding Number
Go to Settings > Phone Numbers
Click the three-dot menu
Select Edit Configuration
Enter a forwarding number
Save
Step 5: Is a Business Phone Number Configured?
If no forwarding number exists, Kyrios checks the Business Phone field.
If YES — Route to Business Phone
The call forwards to the Business Phone number
How to Set the Business Phone Number
Go to Settings > Business Profile
Locate Business Phone
Enter a valid number
Save
If NO — Call Fails
If none of the above are configured, the call drops immediately.
User Phone Configuration (Required for User Routing)
Step 6: Set the User’s Phone Number
If a call routes to a user, that user must have a phone number configured.
Go to Settings > My Staff
Edit the user
Open User Info
Enter a phone number (and extension if needed)
Call Forwarding Priority Configuration
Step 7: Understand Forwarding Priority
Forwarding is evaluated in this order:
Team Member (1st priority)
External Phone Number (2nd priority)
Business Phone Number (3rd priority)
Advanced Voice Routing Controls
Step 8: Business Phone Forwarding Toggle
This setting controls whether calls fall back to the Business Phone.
Go to Settings > Phone Numbers > Advanced Settings > Voice Calls
Enable or disable Forward calls to business phone number
Step 9: Ring User Assigned to Called Number Toggle
This setting controls whether routing prefers the called number or contact owner.
Voicemail and Timeout Behavior
Step 10: Prevent Personal Voicemail Pickup
Use Incoming Call Timeout to ensure Kyrios voicemail answers first.
Recommended:
Set timeout to 20 seconds or less
Common Issues and Fixes
Calls drop immediately: No forwarding number or business phone configured
Wrong user rings: Check Voice routing toggles
Personal voicemail answers: Reduce Incoming Call Timeout
Extensions fail: Assign the number to a user and set extension on the user profile
FAQ
How can I see which number a contact called?
Go to Conversations, open the inbound call, click the three dots, and select Details.
How do I check if a phone number is assigned to a user?
Go to Settings > My Staff, edit the user, and review Call & Voicemail Settings.
How do I check the “Ring user assigned to the called number” setting?
Go to Settings > Phone Numbers > Advanced Settings > Voice Calls.
What happens if no forwarding number or business phone exists?
The call drops immediately.
Can I force all calls to one number?
Yes. Assign the phone number to a single user so all calls route to that user.