Skip to main content
Call routing rules give you precise control over where incoming calls go when they reach your Kallin numbers. Using the Kallin dashboard, you can build rules based on time, date, caller identity, and the number dialled — ensuring every call reaches the right person or team, whether you’re open for business, closed for the day, or handling a public holiday.

​
Creating a Routing Rule

1

Go to Call Routing in the left navigation

Log in to your Kallin dashboard and select Call Routing from the left-hand menu. You’ll see a list of all routing rules currently configured across your numbers.
2

Click Add Rule

Click the Add Rule button in the top-right corner to open the rule creation panel.
3

Select the number this rule applies to

Use the Number dropdown to choose which of your connected Kallin numbers this rule should apply to. A single number can have multiple rules with different conditions.
4

Add conditions

Define when this rule should trigger by adding one or more conditions — for example, Time of Day: 09:00–17:00 combined with Day of Week: Monday–Friday. You can combine multiple conditions using AND logic, so all conditions must be met for the rule to fire.
5

Choose a destination

Select where calls matching this rule should be sent. Options include a phone number, a ring group, an IVR menu, or a voicemail box. See the Destinations Reference below for a full list.
6

Set rule priority

Assign a priority order relative to your other rules for this number. Rules are evaluated from top to bottom — the first rule whose conditions match the incoming call is the one that fires. You can drag rules to reorder them after saving.
7

Save and test

Click Save Rule. Use the call simulator (see Testing Your Rules below) to verify the rule behaves as expected before relying on it in production.

​
Conditions Reference

Use one or more of the following condition types when building a routing rule:

​
Destinations Reference

Each routing rule must specify a destination for matched calls:

​
Rule Ordering

Rules are evaluated in priority order — top to bottom — and the first rule that matches the incoming call is applied. No further rules are checked after a match is found. To reorder your rules, go to Call Routing, then drag and drop rules using the handle on the left side of each row. Changes to rule order take effect immediately after you save the new arrangement. A few ordering tips to keep in mind:
  • Place your most specific rules (e.g. a Caller ID whitelist or a bank holiday date range) above broader rules like general business-hours routing.
  • Time-based rules with overlapping windows should be ordered so the narrower window appears first.
  • Always ensure a catch-all rule sits at the bottom of your list (see the tip below).

​
Testing Your Rules

Kallin includes a call simulator built into the dashboard so you can verify your routing logic without making a real phone call. To use the simulator:
  1. Go to Call Routing and click Test Rules in the top-right area.
  2. Enter a test caller ID (the phone number you want to simulate calling in).
  3. Select the number being dialled (your Kallin number).
  4. Set a simulated date and time to test time-based conditions.
  5. Click Run Simulation — Kallin will display which rule fires, the matched conditions, and the destination the call would be sent to.
Use the simulator whenever you add a new rule or reorder existing ones to confirm the outcome is exactly what you expect.
Always create a catch-all rule at the very bottom of your rule list with no conditions set. Point it to a voicemail box or a default message. This ensures that any call not matched by a more specific rule is still handled gracefully, rather than encountering an error or being dropped.

IVR Menus

Build interactive voice menus to route callers to the right team using keypad selections.

Voicemail

Set up voicemail boxes and receive transcribed messages by email or in the dashboard.