Inbound calls are great for having local visibility in various markets around the world. These types of calls are initiated by your customers dialing a voice number. Your business leases this number from Infobip. The inbound call is forwarded to and received on your platform.
Note that the Infobip platform can forward these calls to your platform in different ways which best suit your business needs.
Here's when to set up and use different inbound call scenarios:
Use the Forward to Phone Number feature if your voice platform can be reached on your business phone number.
Use the Forward to IP feature if your voice platform is available over the public and static IP address. Integration is done using the SIP protocol.
Use the Forward to Softphone feature if your voice platform is not available over the public and static IP address. And instead, user credentials should be used as an authentication method. Integration is done using the SIP protocol.
Use the Forward to Flow feature in Moments if your calls should be answered using the IVR flow scenario created using the Infobip platform. The IVR flow scenario can forward your calls to another phone number using the Forward Call element or Forward to Conversations. If you have experience in development, you may set up the inbound scenario on the Voice number using API configuration.
Number Masking is a special case of forwarding a call to a phone number. The phone number Infobip forwards the call to is defined in a response Infobip receives from your platform as an answer to our number masking API request. The Number Masking feature guarantees security and anonymization.
Missed Call is another special case of inbound calls where an inbound call reaches the Infobip platform but the call is not answered. Instead, the Infobip platform rejects the call and sends your platform information about a received call using an API request. Due to telecom regulatory sensitivity, this feature is available only in certain markets. Check with your dedicated Account Manager or our Sales team.
Voice numbers are phone numbers that can receive incoming calls.
If you plan on using inbound calls, you must have a Voice number. Also, if you want to have a dedicated caller ID with outbound calls, you also need a Voice number.
Voice numbers are purchased, or rather, leased from Infobip. This is available in the web interface under Apps > Voice > BUY NUMBER.
Set Up Inbound Calls
Here's how to lease a Voice number and set up inbound calls.
Log in to the web interface, navigate to Apps > Voice > BUY NUMBER.
Select the number you want to purchase (lease). Click BUY to finalize your order.
Configure how your incoming calls are forwarded to your business.
Available configuration options for incoming calls:
Forward to a Phone Number – Forward all incoming calls to your business phone number.
Forward to IP – Forward all incoming calls to your voice platform IP address. The IP address must be public and static, and your platform should support SIP.
Forward to Softphone – Use this if your voice platform is not available over the public and static IP address. User credentials are used as an authentication method. Here, the Voice number is used as a user name and you should set up the password. Integration is done using SIP.
Trigger Number Masking – This is a special case of forwarding a call to a phone number. The number Infobip forwards the call to is defined in a response Infobip receives from your platform as an answer to our number masking API request. The Number Masking feature guarantees security and anonymity. Refer to Number Masking for more details.
Forward to Flow Using Moments – Forward the call to a Voice Flow scenario. Refer to IVR for more details.
Missed Call – This is a special type of inbound calls where an inbound call reaches the Infobip platform but the call is not answered. Instead, the Infobip platform rejects the call and sends your platform information about a received call using an API request. Due to telecom regulatory sensitivity, this feature is available in a limited number of markets only.
No Action – The incoming call won't trigger any configuration nor will it be forwarded. Use this in case you need the Voice number as a caller ID for your outbound communication.
Here's how you configure all these.
Forward Call to Phone Number
To forward all incoming calls to one predefined phone number, from the drop-down menu, select Forward to phone number and enter the number starting with country code (without 00 or +).
Enter the parameters and click SAVE.
Forward Call to IP Address
To forward all incoming calls to an IP address, select Forward to IP from the drop-down menu and enter the IP address. If you are setting this up for the first time, the IP address field will be empty. You need to enter the IP address first using the SIP trunking configuration. Refer to the SIP Trunking section explaining how to add an IP address.
The IP address you want to use must be public and static.
To receive forwarded calls from the Infobip platform, you might need to safelist Infobip IP addresses on your platform. Refer to SIP Trunking for more details.
Enter the parameters and click SAVE.
Forward Call to Softphone
If you are not able to provide your platform's public and static IP address, calls can be authenticated using user credentials. Your Voice number will be used as the username.
Enter parameters and click SAVE.
You can record all inbound voice calls. In that case, turn on the Recording Call toggle. Learn more about Recording. To enable this add-on, contact your dedicated Account Manager.
COUNTRY REGULATIONS AND COMPLIANCE
Certain types of Voice and Video calls and call recordings might be subjected to specific country regulations. Before you set up and start using Voice and Video, make sure you've checked the country's telecom regulations.
When you have the Missed call service configured on your Voice number, the Infobip platform receives the inbound calls from your customers. The call is not answered and Infobip sends you the information about this missed call via an HTTP request. It contains the end-user's caller ID, the Voice number that was dialed, and the time stamp of the call.
What you do with this missed call depends on how you set up your business logic.
How this works is your customers call this number to get certain information. Now, how will you distribute this information to them is up to you. For example, you can set up a SMS or either a text-to-speech or pre-recorded audio call trigger on Infobip API endpoints.
This capability is available in specific markets only, so please check the availability with your dedicated Account Manager or our Sales team.
Missed Call Automated Reply
Missed Call automated replies enables you to set up additional communication toward your end users using your preferred channel of communication. For now, you can send an e-mail or SMS, and even initiate an outbound call.
When the Infobip platform receives a call on the Voice number that has Missed Call configuration, we send and outbound communication to the end user who initially made an inbound call toward the Voice number.
This is how you can set up automated replies in the Missed Call element.
Navigate to the Moments module on web interface, then click CREATE FLOW > Start from Scratch and select Inbound Call.
On the Inbound Call side panel, select the number to be used to receive missed calls. Turn on the Missed call toggle.
If there are no Voice numbers available in the drop-down menu, you can purchase numbers in the Apps > Numbers section. Note that the Missed Call feature may not be available in all countries. If you don't see it on your account, contact your dedicated Account Manager to enable this.
If you want your platform to receive a missed call alert, you need to define the setup name, your platform URL, and ringing time. Do not fill in these fields if you want the Infobip platform to send an automated reply to your end user.
Just close the side panel and in the entry point canvas on the left side, click the arrow on the Inbound call to define the next action in your flow.
Once done, validate your flow to send communication toward your end user.
Check the dedicated Moments documentation section to learn more about available elements.