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Forwarded Mobile Number to a SIP Trunk

This scenario is useful when you have a standard mobile phone number with call forwarding enabled to a 4phone SIP trunk, and you want incoming calls to bypass the general DID route and go directly to a specific operator or call queue.

Example: a customer calls your sales department's mobile number. The mobile carrier forwards the call to your SIP trunk, and 4phone inspects the Diversion, History-Info, Original-To, To, or similar SIP headers to identify which mobile number was originally dialed. A dedicated routing rule is then applied.

When to Use It​

Use forwarded mobile number rules when:

  1. your customers already know and call your mobile number;
  2. your mobile carrier supports call forwarding to a SIP trunk;
  3. different mobile numbers need to route to different queues or operators;
  4. a standard DID route is not enough because all forwarded calls arrive over the same SIP trunk.
Important

This rule runs before standard DID routing. If 4phone detects a forwarded mobile number and finds an active rule for it, the call follows that rule.

What to Prepare​

Before configuring, make sure that:

  1. your SIP trunk is created and operational;
  2. the mobile number is actively forwarding calls to this trunk;
  3. if routing to a queue, the queue is already created and active;
  4. if routing to an operator, the operator's extension is active;
  5. the operator has a registered softphone or SIP phone.

How to Create a Rule​

Open SIP Trunks and find the Forwarded Mobile Numbers section.

Click Add Rule and fill in the fields:

  1. Mobile Number. Enter the mobile number forwarding the calls, for example 998901234567.
  2. Destination Type. Select Operator / Extension or Queue.
  3. Operator / Extension or Queue. Select the specific target.
  4. Restrict by Trunk. Leave Any client trunk if the call may arrive over any of your trunks. Select a specific trunk if the rule should only apply to calls arriving on that trunk.
  5. Name / Comment. Add a descriptive label, for example Sales Mobile Line.
  6. Enabled. Keep this enabled so the rule takes effect immediately.

After saving, place a test call to the mobile number.

Route to a Specific Operator​

Choose this option if all calls forwarded from the mobile number should ring a single employee.

4phone routes the call to the selected extension. If that extension has its own call forwarding rules configured, they will be processed normally.

Best suited for:

  1. personal business mobile numbers of account managers;
  2. a shift supervisor's number;
  3. test or temporary routing setups.

Route to a Queue​

Choose this option if calls should be distributed among a team of operators.

4phone routes the call into the selected queue. All standard queue settings apply: ring strategy, music on hold, position announcements, and the list of active agents.

Best suited for:

  1. sales departments;
  2. customer support teams;
  3. multiple advertising mobile numbers that need to reach different teams.

How the System Identifies the Number​

When an incoming call arrives, 4phone automatically detects the forwarded mobile number from the carrier's SIP headers (Diversion, History-Info, Original-To, To). The number is normalized by stripping spaces, parentheses, and hyphens, and Uzbekistan mobile numbers match both 998901234567 and 901234567.

How to Verify​

After configuring:

  1. call the mobile number from an external phone;
  2. confirm that the call reaches the intended queue or operator;
  3. check the call history and incoming call context;
  4. if call recording is enabled, verify that the recording appears after the call ends.

Common Issues​

Calls follow the standard DID route instead​

Most likely, 4phone did not find a match for the mobile number.

What to check:

  1. the mobile number in the rule is entered in the right format;
  2. the rule is enabled;
  3. if a trunk restriction is set, the call actually arrived through that trunk;
  4. your telecom provider includes the original mobile number in the SIP headers.

Calls do not reach the queue​

Verify that the queue is active and has active agents with assigned extensions.

Calls do not reach the operator​

Verify that the extension is active, the user account is enabled, and their SIP phone or WebRTC softphone is registered.

Next, users typically open How to Connect a SIP Trunk, Call Queues and Agent Assignment, or How to Configure a DID Number and Route.