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When a caller dials a DialNexa phone number, the platform routes the call to the inbound agent version assigned to that number. If no agent version is assigned, the call is rejected immediately. This page covers how to configure inbound routing, test it, and troubleshoot common problems.

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Prerequisites

  • A phone number purchased and active in your workspace. See Purchase a Phone Number.
  • At least one published agent version. Inbound routing requires a published version, not a draft.

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Assign an Inbound Agent Version

1

Open Phone Numbers

Navigate to Phone Numbers in the left sidebar. Click the number you want to configure.
2

Set the Inbound Agent Version

In the number detail view, locate the Inbound Agent Version field. Click the dropdown and select the published agent version to handle inbound calls on this number.
Each phone number has a separate inbound agent version and outbound agent version assignment. Changing the inbound version does not affect outbound behavior.
3

Save

Click Save. The assignment takes effect immediately. The next inbound call to this number routes to the selected agent version.

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How Inbound Routing Works

When a call arrives at a DialNexa number:
  1. The telephony carrier (Plivo or your SIP trunk) receives the call and forwards it to DialNexa.
  2. DialNexa looks up the inbound agent version assigned to the dialed number.
  3. If an agent version is found, the call is connected and the agent begins handling it according to its configured greeting and prompt.
  4. If no agent version is assigned, the call is rejected with a standard rejection signal. The caller hears a busy or disconnected tone depending on their carrier.
The agent version’s inbound greeting behavior is configured in the Inbound Tab of Agent Setup.

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Test Inbound Routing

After assigning an agent version:
  1. Dial the phone number from an external phone or the dashboard test call feature.
  2. Confirm the agent answers and delivers the expected greeting.
  3. Verify the call appears in Call History with the correct agent version listed.
Use the dashboard test call feature to place a real phone call without picking up a physical phone. The call routes through the same inbound path as any external caller.

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Change or Remove an Assignment

To update the inbound agent version on a number:
  • Open the number detail and select a different version from the dropdown. Save to apply.
To remove the assignment entirely:
  • Select the blank option in the dropdown (if available) or contact support to clear the assignment. Once cleared, inbound calls to that number are rejected.

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What Happens When No Agent Is Assigned

If a caller dials a number with no inbound agent version assigned:
  • The call is rejected at the DialNexa routing layer.
  • No call record is created in Call History.
  • The caller receives a rejection signal from their carrier (busy tone or recorded message).
Releasing a phone number or unpublishing all agent versions removes inbound routing. Callers will be rejected until routing is reconfigured.

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Concurrency

The number of simultaneous inbound calls your workspace can handle is governed by your concurrency limit. When the limit is reached, additional inbound calls are dropped or queued depending on your plan. See Concurrency and Limits.