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Status Under review
Created by Mike Kralik
Created on Nov 2, 2022

Custom Rules - Called Number to include extension as well as DID

Currently we are able to create a custom call handling rule that says when a number is called to manage the call per the rules specified. However, when we select a number, it only tracks the full DID of the number, and if someone transfers a call internally via the extension it does not match the rule as it's only looking for the DID and not the extension.

This creates confusion as call routing for a queue is then dependant on whether the call is coming from the PSTN or internally, and there's no way to unify that experience.