> For the complete documentation index, see [llms.txt](https://software-help-docs.gitbook.io/knowledge-base/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://software-help-docs.gitbook.io/knowledge-base/software-guide/phone/how-inbound-call-routing-works.md).

# How Inbound Call Routing Works

Inbound Call Routing is the process that happens if a prospect calls back the phone number from a text message or the phone call that they received from your **software** outbound number or a number they found on your website, funnel, etc.

When a campaign sends out text messages or calls the outbound phone number is the phone number that you set up under Settings > Phone.

***NOTE:*** Inbound calls can be forwarded to a cell phone but they cannot be answered in the desktop application. You are able to make outbound calls from the app.

**Overview:**

* If you have a phone number assigned to a user, the inbound call will route to that user, if the lead is assigned to a user.
* If there is not a phone number assigned to the user, even if the lead is assigned to the user, it will forward to the forwarding number
* If the lead is not assigned to a user, it will then go to the forwarding number.
* If there is no forwarding number set up, then the call will route to the company number.

**Step 1: Setting Up Your User Phone**

* If the lead is assigned to a user, the call will be forwarded to the User's Phone.
* To update the User Phone navigate to Settings > My Staff > Team Management.
* Fill out all the appropriate user information, including the phone number.
* Click Save to confirm your changes.

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**Step 2: Setting Up Your Forwarding Number**

* If you did assign a Call Forwarding Number ***but*** the lead is not assigned to a specific user, the call will be forwarded to the set Call Forwarding Number.
* To update the Call Forwarding Number navigate to Settings > Phone Numbers > Edit > Enter the forwarding number > Update.

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**Step 3: Setting Up Your Company Phone**

* If you did not set up a specific Call Forwarding Number ***and*** the lead is not assigned to a specific user, the call will be forwarded to the Company Phone.
* To see which number is in Company Settings, navigate to Settings > Business Info > Company Data, and update the phone number.

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