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Calling lists & routing

The dialler has two jobs that look similar but solve different problems:

  1. Calling lists — “Work this batch of numbers outbound.”
  2. Call routing — “When we dial or receive a number, which trunk and agent should handle it?”

You need both for a smooth desk. Lists decide what to work; routing decides how the call leaves or enters your phone system.

Calling lists

Section titled “Calling lists”

A calling list is a named batch of work: a data table of contacts, tied to a project and (optionally) a spinner and gateway. Agents or supervisors start the list when the team is ready.

What a list includes

Section titled “What a list includes”
FieldMeaning
NameWhat supervisors see on the Dialler page
Data tableThe numbers / contacts to work
ProjectWhich campaign the work belongs to
Spinner (optional)Pipeline to run around the human call
GatewayWhich telephony gateway places the calls
Mode / statusHow the list is run and whether it is active
Screenshot needed
Calling lists tab with at least one list and a Start action.
Where: Dialler → Calling lists
Save as: src/assets/screenshots/37-dialler-lists.png

Why use lists

Section titled “Why use lists”

Lists keep outbound work organized. Instead of agents hunting through records one by one, a supervisor starts a list and the team works a known pool. That is the human counterpart to an outreach spinner: same contacts, live conversation.

How to run a list

Section titled “How to run a list”
  1. Confirm Integrations → Telephony has an outbound trunk.
  2. Confirm Call routing has an outbound pattern that matches your numbers.
  3. Agents set extension and Available on Agent desk.
  4. Open Dialler → Calling lists.
  5. Click Start on the list.

If start fails, the usual message points at missing trunks or routes — fix those first, then retry.

Success for lists

Section titled “Success for lists”
  • List status moves out of idle when started.
  • Agents receive work and can disposition calls.
  • Failed starts are rare and only happen when telephony is incomplete.

Call routing

Section titled “Call routing”

Call routing maps patterns to trunks and targets. There are two directions.

Outbound routes

Section titled “Outbound routes”

Outbound routes answer: “When CXGear places a call to numbers like this, which trunk and caller ID do we use?”

Typical pattern examples:

  • +91* — India mobiles
  • +1* — North America

When a spinner, list, or click-to-call originates a call, CXGear matches the number to a route and sends the INVITE through that trunk.

Inbound routes

Section titled “Inbound routes”

Inbound routes answer: “When this DID rings, which agent extension (or queue) should get it?”

Your PBX receives the call on a DID; CXGear’s routing config tells the dialler which agent line to offer. The agent then sees the inbound call floater if they are available.

Screenshot needed
Call routing tab with outbound and inbound routes listed.
Where: Dialler → Call routing
Save as: src/assets/screenshots/38-dialler-routing.png

How to add a route

Section titled “How to add a route”
  1. Open Dialler → Call routing.
  2. Click Add route.
  3. Choose Outbound or Inbound.
  4. Enter a dial pattern (outbound) or DID / pattern (inbound).
  5. Select the trunk.
  6. For outbound, set Caller ID (CLI). For inbound, set the agent extension (or queue target).
  7. Save.

Priority badges show which rule wins when patterns overlap — keep names clear so supervisors can audit rules later.

Screenshot needed
Add call route modal with direction, pattern, and trunk fields.
Where: Dialler → Call routing → Add route
Save as: src/assets/screenshots/39-dialler-route-form.png

How lists and routing work together

Section titled “How lists and routing work together”
Contacts in data table
        ↓
Calling list started
        ↓
Outbound route matches number → trunk + CLI
        ↓
Agent extension / desk phone carries audio
        ↓
Disposition / wrap-up on Agent desk

Inbound is the reverse: DID → inbound route → agent extension → floater → desk phone audio.

What success looks like

Section titled “What success looks like”
  • Outbound: starting a list places calls on the correct trunk with the right caller ID.
  • Inbound: a test call to your DID offers the floater to the available agent with that extension.
  • Supervisors can read the route list and explain each rule in plain language.

Common problems

Section titled “Common problems”
SymptomLikely causeWhat to try
“Start failed — configure outbound trunks…”No trunk or no outbound routeIntegrations → Telephony, then Call routing
Wrong caller ID on customer phonesOutbound route CLI wrongEdit the matching outbound route
DID rings PBX but no floaterInbound route missing or agent offlineAdd DID → extension route; agent goes Available
Wrong agent ringsExtension on route or agent desk mismatchAlign route target with Agent desk extension
Empty routes listTrunks never createdCreate trunks under Integrations first

Next

Section titled “Next”