Set up inbound routing for incoming calls

When you purchase a number through PhoneBurner, you will need to set up your inbound routing to receive calls back to your new number. 

Anyone who is dialing must set up their own inbound routing to receive incoming calls. 

To do this:

• Click on your initials or icon in the top right corner
• Select “Inbound” under “Settings”

On this page, you will see any numbers assigned to you. Note that you do not need numbers assigned to you to receive inbound calls. Any calls that are routed back to you will follow the inbound settings on this page.

• Make sure “Enable Call Forwarding” is toggled on.
• Provide a valid forwarding number and click Save. 

After you complete this step, all calls routed to you will be forwarded to the number you provided. 

Premium accounts have additional inbound options and capabilities. 

Inbound Options for Premium Accounts

A number is included for each seat with a Premium Account. As mentioned above, anyone who is dialing must set up their own inbound routing to receive incoming calls. 

Admins for Premium accounts can take advantage of the following custom inbound routing options:

• Call Groups allow callbacks to ring simultaneously to a group of agents so whoever is available can quickly answer the call
• Call Flows allow you to set up a keypress menu to route inbound calls to the right person or department or Call Group (e.g. Press 1 for Mary, Press 2 for support).

These and other routing options can be set up in your Inbound Settings by clicking on your initials or icon in the top right corner and selecting “Inbound” under “Settings.” 

Premium accounts have the ability to receive inbound calls during dial sessions, as well as the ability to set up a custom Voicemail greeting. 

Route calls into your dial session

Want to get notified of incoming calls during your dial sessions?  If you are actively dialing, the system can send calls directly to the dialer and give you the option to Accept or Decline.

Toggle on Inbound Calls in The Dialer to enable the ability to forward inbound calls to a dial session.

Click here to learn more about answering incoming calls within PhoneBurner. 

Voicemail Greeting

If you want to have PhoneBurner answer your calls for you when you are not available, you can record a voicemail greeting or let it play a default message. When enabled, voicemails will be available for review on your Inbound or Voicemail tab, as well as emailed to you.

On My Routing, the main tab of Inbound Settings, scroll down to the bottom of the page to record or upload a voicemail greeting for incoming callbacks.

PLEASE NOTE: Turning on the Inbound Voicemail box feature will also enable a ‘whisper’. If you forward an incoming call, the call will be announced to you with “Call from PhoneBurner” with an option to accept or decline the call. If you do not want to hear this announcement, you should disable this feature. 

Frequently Asked Questions

What is required to receive incoming calls? 

You must have a PhoneBurner provided number.

What number should I route my incoming calls to?

Inbound calls should be routed to a valid phone number. Premium accounts will also have the option to answer their incoming calls in PhoneBurner - both during and outside of active dial sessions Any missed or ignored call for Premium accounts can be forwarded to the forwarding number for the seat or sent to the PhoneBurner voicemail inbox.

Can I turn on Call Recording for incoming calls?

Only Premium Accounts will have the option to turn on Call Recording for incoming calls. 

What happens if the call is not answered when forwarding to an external phone number? 

When forwarding to an external phone number, incoming calls will ring to the number you set in the inbound routing settings. For Premium accounts, if a call goes unanswered and voicemail is enabled, the call will be forwarded to voicemail.

How will I know if I am receiving an incoming call that has been forwarded? 

For Premium accounts with voicemail enabled, when using the call forwarding feature, the recipient will be prompted to 'accept' the call. This step cannot be bypassed, as it prevents the call from being directed to an external voicemail system. If voicemail is not enabled, there will not be any notification that the call is coming from PhoneBurner.

When will a call be sent to voicemail? 

Voicemail boxes in PhoneBurner are only available for Premium accounts. When voicemail routing is enabled, calls will only be directed to the voicemail box if all other routes fail to answer within the set timeout (just under 30 seconds, similar to the time it takes for a typical phone to reach voicemail).