📘 Feature Guide:

Multiple DID Routing to a Single Study

ℹ️
Feature Availability
This feature is a purchased add-on and must be enabled by Survox Support before it can be utalized.

Overview

This feature allows multiple incoming DID numbers to be directed to a single study. When a call is received, the system checks the incoming DID against a list assigned to the study. If a match is found, the system routes the call based on the first number in that list.

This gives administrators the flexibility to use multiple inbound numbers to reach a single study without needing separate IVR mappings for each number.

How It Works

  • A list of DID numbers is assigned to a study.

  • The incoming DID is matched against this list.

  • The system determines the assigned study using the first DID in the list.

  • All matching DIDs will route to that study automatically.

Important:
Ensure the primary DID is the first number in the Caller ID list. The routing logic depends on order.

Setup Instructions

Step 1 — Upload the Caller ID List to Your Study

  1. Open the study where you want to enable multiple DID routing.

  2. Upload a list of Caller ID/DID numbers into the study’s Caller ID upload area.

  3. Ensure the first number in the list is the DID you will configure in IVR Studies.

  4. Save the uploaded list.

Tip: You can reorder the list before uploading if needed.

Step 2 — Assign the Study to the Primary DID

  1. Navigate to:
    Manage → Study Control → IVR Studies

  2. Locate your study.

  3. Assign the first DID from the Caller ID list to this study.

  4. Save changes.

Example Routing Scenario

Caller ID list for Study A:

800-555-1001 ← Primary (assigned in IVR Studies)
800-555-2002
800-555-3003

Any call received from numbers in this list will route to Study A.

Troubleshooting Tips

Issue Possible Cause Solution
Calls are not routing to the expected study Primary DID not first in list Re-order the list and re-upload
Calls are going to the wrong study Wrong DID assigned in IVR Studies Verify DID matches the first in the list
A DID is not routing at all DID missing from Caller ID list, DID not assigned to any study or list feature not enabled Upload a new list including the missing number, Assign number to study in IVR Studies or contact Survox Support to enable the feature

Summary

✔ Supports multiple inbound numbers for one study
✔ Quick setup with only a list + IVR assignment
✔ Routing always follows the first listed DID

If you need assistance or feature enablement help, please contact Support.