inbound call routing api

If you mean “API for routing inbound calls”, the exact answer depends on your phone/CCaaS provider, but the common patterns are:

What an inbound call routing API usually does

• Receive an incoming call event/webhook
• Look up routing rules
• Decide where the call should go
• Return instructions like:
  • route to a queue
  • ring a specific agent
  • play IVR/menu
  • forward to another number
  • transfer based on business hours, caller ID, language, VIP status, etc.

Typical API capabilities

• Create/update routing rules
• Get current call context (caller number, dialed number, time, IVR choice)
• Route/transfer call to agent/queue/department
• Escalation/failover
• Real-time decisioning using webhook logic
• Monitor call events and status

Example flow

1. PSTN call comes in
2. Provider hits your webhook:

   {
     "from": "+15551234567",
     "to": "+18005550123",
     "call_id": "abc123"
   }
   

3. Your backend returns routing logic:

   {
     "action": "transfer",
     "destination": "queue:support"
   }
   

Common providers

• Twilio: Voice webhooks + TwiML
• Vonage/Nexmo: NCCO call control
• Amazon Connect: Contact flows + Lambda
• Genesys / Five9 / Talkdesk / Aircall: routing APIs/webhooks
• Plivo / Telnyx / Bandwidth: call control APIs

If you want to build one

You’d usually need:

• Inbound webhook endpoint
• Routing engine
• Database for rules
• Telephony provider integration
• Fallback handling
• Logging/analytics

Example webhook logic

def inbound_call_router(event):
    if event["caller"] in VIP_LIST:
        return {"action": "transfer", "destination": "agent:vip_team"}
    if is_after_hours():
        return {"action": "play", "message": "We are closed"}
    return {"action": "queue", "destination": "support"}

If you want, I can give you:

1. a Twilio inbound routing API example,
2. a generic REST API design, or
3. a Node.js/Python implementation.