> ## Documentation Index
> Fetch the complete documentation index at: https://docs.kallin.co.uk/llms.txt
> Use this file to discover all available pages before exploring further.
# Configure Call Routing Rules for Your Kallin Numbers
> Set up and manage call routing rules in Kallin to direct incoming calls to the right destination based on time, day, caller ID, and more.
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
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.
Click the **Add Rule** button in the top-right corner to open the rule creation panel.
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.
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.
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.
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.
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:
| Condition | Description |
| ------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Time of Day** | Matches calls that arrive within a specified time window, e.g. 09:00–17:30. Uses your account's configured timezone. |
| **Day of Week** | Matches calls on specific days, e.g. Monday–Friday only, or weekends only. |
| **Date Range (Holiday)** | Matches calls that fall within a fixed date range, such as a bank holiday period or seasonal closure. Useful for overriding your normal time-based rules. |
| **Caller ID** | Matches based on the incoming caller's phone number. Use this to create a whitelist (only these callers reach a destination) or a blacklist (these callers are redirected or blocked). |
| **Number Dialled** | Matches based on which of your Kallin numbers was dialled. Useful when multiple numbers share the same routing rules but need slightly different destinations. |
## Destinations Reference
Each routing rule must specify a destination for matched calls:
| Destination | Description |
| -------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Forward to Number** | Sends the call to any valid UK phone number, including mobile and landline. The caller continues to hear ringing while the call connects. |
| **Ring Group** | Rings multiple phones simultaneously or in sequence. Ideal for teams where any available member can answer. |
| **IVR Menu** | Plays an interactive voice response menu so callers can select the right department or option using their keypad. |
| **Voicemail** | Sends the call directly to a voicemail box, where the caller can leave a message. You receive a notification with the recording and transcription. |
| **Play Message & Hang Up** | Plays a pre-recorded or text-to-speech message to the caller and then ends the call. Useful for out-of-hours announcements or closure notices. |
## 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.
## Related Guides
Build interactive voice menus to route callers to the right team using keypad selections.
Set up voicemail boxes and receive transcribed messages by email or in the dashboard.