> ## Documentation Index > Fetch the complete documentation index at: https://docs.tabbly.io/llms.txt > Use this file to discover all available pages before exploring further. # Inbound Calls > Set up and manage inbound calls, IVR, call routing, and queue management ## Overview Inbound call management allows you to handle incoming calls efficiently with intelligent routing, IVR systems, and queue management. ## How to Set Up Inbound Calls ### Basic Setup **Step 1: Assign Phone Number** * Select phone number for inbound calls * Or purchase new number * Configure number settings **Step 2: Assign Agent** * Select agent to handle calls * Configure agent settings * Test agent responses **Step 3: Activate** * Enable inbound calling * Test with sample call * Monitor initial calls * Adjust as needed ### Advanced Configuration **Multiple Agents** * Route to different agents * Based on time, day, or other factors * Load balancing * Failover options ## Configuring IVR (Interactive Voice Response) ### IVR Setup **Step 1: Design Flow** * Map out call flow * Define menu options * Plan routing paths * Consider all scenarios **Step 2: Create Menu** * Record or generate prompts * Define key press options * Set up routing rules * Test menu flow **Step 3: Configure Routing** * Route to appropriate agent * Route to department * Route to human agent * Route to voicemail ### IVR Best Practices * Keep menus simple (3-4 options max) * Use clear, concise prompts * Provide option to speak to agent * Test thoroughly before going live * Monitor and optimize based on usage ## Call Routing Rules ### Routing Options **Time-Based Routing** * Route based on time of day * Business hours routing * After-hours handling * Time zone aware **Day-Based Routing** * Different routing weekdays vs weekends * Holiday routing * Special day handling **Caller-Based Routing** * Route by caller ID * VIP caller routing * Repeat caller routing * New vs existing customers **Agent-Based Routing** * Route to available agent * Route to specific agent * Route to agent group * Load balancing ### Advanced Routing **Skill-Based Routing** * Route to specialized agents * Match caller needs to agent skills * Language-based routing * Product-specific routing **Priority Routing** * High-priority callers first * VIP customer routing * Emergency routing * Custom priority rules ## Business Hours Setup ### Configuring Business Hours **Standard Hours** * Set daily business hours * Monday-Friday default * Customize per day * Time zone configuration **Holiday Handling** * Define holiday calendar * Special hours for holidays * Closed day handling * Regional holidays **After-Hours Options** * Voicemail * Different agent * Callback scheduling * Emergency routing ## After-Hours Handling ### Options **Voicemail** * Professional voicemail message * Include callback information * Set expectations * Follow up promptly **Different Agent** * Use after-hours agent * Simplified responses * Basic information only * Escalation options **Callback Scheduling** * Allow callers to schedule callback * During business hours * Preferred time selection * Automatic callback **Emergency Routing** * Route urgent calls * 24/7 support option * Critical issue handling * Human agent escalation ## Queue Management for High Call Volumes ### Queue Configuration **Queue Settings** * Maximum queue length * Wait time limits * Position announcements * Estimated wait times **Queue Messages** * Welcome message * Position updates * Wait time estimates * Hold music options ### Queue Features **Position Announcements** * "You are caller number X" * Regular updates * Set announcement frequency **Estimated Wait Time** * Calculate based on current volume * Update dynamically * Set realistic expectations **Queue Overflow** * Route when queue full * Alternative handling * Voicemail option * Callback option ## Call Waiting and Hold Music ### Call Waiting **Waiting Experience** * Professional hold messages * Periodic updates * Option to leave message * Estimated wait time **Hold Music** * Select music tracks * Custom messages * Branded experience * Volume control ### Best Practices * Keep wait times reasonable * Provide regular updates * Offer alternatives (callback, voicemail) * Make hold experience pleasant * Monitor wait times ## Priority Routing for VIP Callers ### VIP Configuration **Identifying VIPs** * Phone number matching * CRM integration * Custom rules * Tag-based routing **VIP Treatment** * Skip queue * Route to best agent * Faster response * Enhanced service ### Implementation **Phone Number List** * Maintain VIP number list * Regular updates * Secure storage * Easy management **CRM Integration** * Pull VIP status from CRM * Automatic identification * Real-time updates * Sync across systems ## Call Forwarding to Mobile/Backup Numbers ### Forwarding Setup **When to Forward** * Agent unavailable * After business hours * High call volume * Emergency situations **Forwarding Options** * Forward to mobile * Forward to backup number * Forward to another agent * Conditional forwarding ### Configuration **Step 1: Enable Forwarding** * Navigate to number settings * Enable call forwarding * Configure conditions **Step 2: Set Destination** * Enter mobile number * Or backup number * Test forwarding * Verify works correctly **Step 3: Set Rules** * When to forward * Conditions for forwarding * Fallback options * Test scenarios ## Best Practices Complex IVR menus frustrate callers. Keep it simple with 3-4 clear options. Track and minimize wait times. Long waits lead to abandoned calls. Test IVR flows, routing rules, and forwarding before going live. Always give callers options: wait, leave message, schedule callback. Monitor metrics and optimize routing, IVR, and queue management regularly. ## Next Steps * Learn about call batching: [Call Batching](/phone-calls/batching/call-batching) * Configure call control: [Call Control & Management](/phone-calls/call-control/call-control)