How Inbound Call Routing Works

Understanding Call Routing in Enrollio

When prospective families call your childcare center, Enrollio routes their calls based on several factors: who the family is assigned to, which phone number they called, and your staff's call settings. This article explains exactly how call routing works so you can ensure families always reach the right person.

How Calls Are Routed

When a family calls one of your Enrollio phone numbers, the platform checks several settings in order to determine where to send the call. Understanding this flow helps you configure your system correctly.

Call Routing Priority

Enrollio routes calls in this order:

1. Phone number assignment: If the number they called is assigned to a specific staff member, the call goes to that person — even if the family is assigned to someone else
2. Family assignment: If the calling family is assigned to a staff member, the call goes to them
3. Forwarding settings: If neither of the above apply, the call follows your forwarding rules
4. No configuration: If nothing is set up, the call drops immediately

Call Routing Scenarios

Here's what happens in different configuration scenarios:

[SCREENSHOT: Table showing call routing scenarios with columns for Web App, Mobile App, User Phone Number, Phone Page Forwarding Number, Business Profile Phone, and resulting Call Flow Action]

Web App	Mobile App	Staff Phone	Forwarding Number	Business Phone	What Happens
✓	✓	✓	✓	✓	Rings web app, mobile app, and staff phone
✓	✓	✓	✓	✗	Rings web app, mobile app, and staff phone
✓	✓	✓	✗	✓	Rings web app, mobile app, and staff phone
✓	✓	✗	✓	✓	Rings web app, mobile app, and forwarding number
✓	✓	✗	✗	✓	Rings web app, mobile app, and business phone
✓	✗	✗	✗	✗	Rings web app only
✗	✓	✗	✗	✗	Rings mobile app only
✗	✗	✓	✓	✓	Rings staff phone
✗	✗	✗	✓	✓	Rings forwarding number
✗	✗	✗	✗	✓	Rings business phone
✗	✗	✗	✗	✗	Call drops immediately

Common Questions

How do I know which number a family called?

If you have multiple Enrollio phone numbers, you can see which one a family called:

1. Go to Conversations
2. Find the family in your list
3. Hover over the inbound call and click the three dots
4. Click Details
5. Look at the To: field to see which number they dialed

[SCREENSHOT: Conversation details panel showing the 'To:' field with phone number]

How do I check if a phone number is assigned to a staff member?

1. Click Settings at the bottom left
2. Click My Staff
3. Click Edit next to any staff member
4. Expand Call & Voicemail Settings
5. Check the Select Phone Number dropdown

If you see "Phone number (already assigned to another user)" but don't know which user, you'll need to check each staff member individually.

[SCREENSHOT: Staff member edit screen showing Call & Voicemail Settings section with phone number dropdown]

Pro Tip: When a phone number is assigned to a staff member, ALL calls to that number go to that person — even if the calling family is assigned to someone else. This assignment takes top priority.

How do I check if a family is assigned to a staff member?

1. Click Contacts
2. Search for the family using the Quick Search box (top right)
3. Click on the family
4. Check the assignment at the top of their profile

Remember: If the phone number itself is assigned to a staff member, calls go there first — regardless of family assignments.

[SCREENSHOT: Family contact profile showing assignment field at top]

How do I check my "Ring user assigned to called number" setting?

1. Go to Settings
2. Click Phone Numbers
3. Click Advanced Settings
4. Look under Voice Calls > Inbound Call

[SCREENSHOT: Phone number advanced settings showing inbound call routing options]

How do I check my business phone forwarding setting?

This is in the same location as the previous setting:

1. Settings > Phone Numbers > Advanced Settings > Voice Calls > Inbound Call
2. Look for "Forward calls to business phone number"

Calls are forwarding but I haven't configured any forwarding — why?

Check your business information settings. You may have a company phone number set there:

1. Click Settings
2. Click Company
3. Look for the Company Phone field

If a number is listed here, it acts as a fallback when no other forwarding is configured.

[SCREENSHOT: Company settings page showing Company Phone field]

What happens if I don't configure any forwarding?

If you have no forwarding numbers set up and haven't enabled the web or mobile app, calls will drop immediately. However, if a staff member has the web or mobile app enabled, calls will ring there even without a forwarding number.

Pro Tip: Always configure at least one forwarding option to ensure you never miss calls from prospective families.

Can I send calls straight to voicemail?

Yes, there are a few ways to do this:

Option 1: Use the mobile app

• Assign the phone number to a staff member
• Enable the mobile app for inbound calls
• Let calls go to the mobile app's voicemail

Option 2: Forward to a voicemail service

• Get a Google Voice number with voicemail configured
• Add it as your forwarding number
• Set the incoming call timeout to 1 second (drops after 2-3 rings)

How do I make all calls go to one number — no matter what?

1. Create a staff user (or use an existing one)
2. Assign your Enrollio phone number to that user
3. Set that user's phone number to your desired destination

Once a phone number is assigned to a user, all calls to that number will always go to that user's phone — overriding all other settings.

Calls disconnect immediately without ringing — what's wrong?

This usually happens for two reasons:

Broken custom values in whisper message:

1. Edit your phone number settings
2. Check the whisper message for any custom field codes
3. Remove or fix any broken custom values

Phone number not voice-capable:

Some numbers are SMS-only. Check your phone number's capabilities in your Twilio logs to confirm it can handle voice calls.

[SCREENSHOT: Phone number settings showing whisper message configuration]

Can I use phone extensions for call forwarding?

Yes, but only when the phone number is assigned to a staff member. There's an extension field next to the staff member's phone number where you can add this.

[SCREENSHOT: Staff member phone settings showing extension field]

When Families Call Back

When a prospective family receives a text or call from your Enrollio account and calls back the number they see on their caller ID, here's what happens:

First Check: Phone Number Assignment

If your Enrollio phone number is assigned to a staff member, the call always goes to that person — even if the family is assigned to someone else.

Second Check: Family Assignment

If the phone number isn't assigned to anyone, Enrollio checks if the family is assigned to a staff member. If they are, the call goes to that person.

Third Check: Forwarding Number

If the family isn't assigned to anyone and the phone number isn't assigned, the call goes to your configured forwarding number.

Final Fallback: Company Phone

If there's no forwarding number configured, the call goes to your company phone (set in Settings > Company).

Pro Tip: For most childcare centers, we recommend assigning phone numbers to specific staff members (like your enrollment coordinator) to ensure consistent communication with families.

Setting Up Your Forwarding Number

To configure where calls go when no other routing applies:

1. Go to Settings > Phone Numbers
2. Click on your phone number
3. Look for the Call Forwarding Number field
4. Enter the phone number where you want calls to go
5. Click Save

[SCREENSHOT: Phone number settings page showing Call Forwarding Number field]

Setting Up Your Company Phone

This acts as your ultimate fallback number:

1. Click Settings
2. Click Company
3. Enter your number in the Company Phone field
4. Click Update Company

With these settings configured, you'll never miss a call from a family interested in your childcare program.