3CX: Inbound DID Call Routing

Author: Kevin Fortune
Version: Applies to 3CX v18 & v20

Overview

Inbound DID (Direct-Inward Dial) call routing lets you direct incoming calls on specific telephone numbers (DIDs) to different destinations within your PBX such as ring groups, extensions, digital receptionist menus, or queues. This guide outlines how to configure these routes in your :contentReference[oaicite:0]{index=0} system.

1. Ensure DID is Provisioned

Before you begin, verify the DID is active with your SIP trunk provider and visible within 3CX. In the 3CX Management Console: SIP Trunks → Your Trunk → Inbound Rules.

2. Create an Inbound Rule

1. Open Inbound Rules in the console.
2. Click Add DID Rule.
3. Select your DID from the provider list, or manually enter the number.
4. Choose the destination type (Extension, Ring Group, Digital Receptionist, Queue, etc.).

3. Configure Rules and Options

• Caller ID — Limit routing by caller or set conditions.
• Time-based routing — Define rules for business hours vs after hours.
• HLR check / Blacklist — Block or redirect based on number lists.
• Destination fallback — Specify where calls go if primary destination is unavailable.

4. Test Your Routing

Dial the DID from an external line and verify the correct destination receives the call. Test during business hours and after hours if you set a time-based rule.

5. Common Troubleshooting

• No ring/tone? Check the SIP trunk inbound route for the DID and ensure call-flow matches.
• Wrong destination? Review the DID), inbound rule priorities, and destination settings.
• After-hours not working? Validate your time-condition and rules are active.

Need Assistance?

If you need help setting up or troubleshooting inbound DID routing, the Deerfield 3CX-certified team is available for consulting and support.

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