---
title: "Choose where calls to your number go"
url: "https://enfonica.com/help/phone-numbers/call-handlers"
summary: "Open the number in the Enfonica Console. Under Incoming call handlers, select Add, select Flow, Phone Number, SIP, or HTTPS URL, and then save. You can add up to five handlers in priority order. If the first one fails, the next one takes the call."
type: how-to
audience: customers
products: ["Phone Numbers", "Cloud SIP", "Flow"]
---

# Choose where calls to your number go

**Short answer:** Open the number in the Enfonica Console. Under Incoming call handlers, select Add, select Flow, Phone Number, SIP, or HTTPS URL, and then save. You can add up to five handlers in priority order. If the first one fails, the next one takes the call.

**Applies to:** Phone Numbers, Cloud SIP, Flow

## Before you start

- A phone number in your Enfonica project that can take voice calls.
- Somewhere for the calls to go, such as another phone number, a Flow, or a PBX or SBC that can receive SIP calls from Enfonica.

## Open the number's call settings

Every phone number sends its calls wherever its incoming call handlers say. A number with no handler doesn't ring anywhere. Set up a handler first on any new or ported number.

1. In the [Enfonica Console](https://console.enfonica.com/), go to **Phone Numbers > My numbers**.
2. Select the number. Its **Call settings** show the **Incoming call handlers**. If you see "No handlers configured", calls to this number aren't going anywhere yet.

You can set up a number that shows **Pending activation**, such as one that's still porting. Your settings take effect as soon as the number goes live.

## Pick the right handler

Under **Incoming call handlers**, select **Add**, and then select one of four handlers. Most numbers need only one.

| Handler | The Console says | Use it to |
| --- | --- | --- |
| **Phone Number** | Forward to phone number | Send calls to a mobile or another office number. |
| **SIP** | Forward to a load balancer or SIP URI | Send calls to your PBX, SBC, contact center platform, or Microsoft Teams. |
| **Flow** | Predefined call configuration | Route calls by time of day, play a menu, or take voicemail, with no phone system needed. |
| **HTTPS URL** | Custom webhook endpoint | Control calls from your own application with Cloud Voice. |

### Forward calls to another phone number

1. Select **Add**, and then select **Phone Number**.
2. Enter the number in full international format, for example `+61491570156`. To confirm it, select the check mark.
3. Select **Save Changes**.

Forwarding adds the cost of a call to the number you forward to. For more information, see [pricing](https://enfonica.com/pricing).

### Send calls to your phone system over SIP

The **SIP** handler has two ways to say where calls go:

- **Load balancer**. Select a Cloud SIP load balancer that you've already created.
- **SIP URI**. Enter your PBX's address.

A load balancer is the better choice for most phone systems. It sends every call with the number that was dialed, so one load balancer can serve all your numbers and ranges. It can also fail over to a second PBX or site. To learn how to create one on your SIP domain, see [Load balancing and failover](https://enfonica.com/help/sip-trunking/load-balancing-failover).

1. Select **Add**, and then select **SIP**.
2. To use a load balancer, select **Load balancer**, and then select it from the list. To enter an address, select **SIP URI**, and then enter the address, for example `sip:pbx.example.com`.
3. To confirm it, select the check mark, and then select **Save Changes**.

Use your PBX's public hostname or IPv4 address. IPv6 isn't supported. Calls use port 5060, or port 5061 when you add `;transport=tls`.

If nothing comes before the address, as in the example, Enfonica sends each call to your PBX with the number that was called, in full international format. For example: `sip:+61255501234@pbx.example.com`.

> **Note:** On a range, don't put a number before the `@`. Every number in a range shares one handler. A SIP URI such as `sip:+61255501230@pbx.example.com` would send every call to your PBX as a call to that one number.

For every option you can add, such as encryption and custom headers, see the [SIP URIs](https://enfonica.com/docs/cloud-sip/sip-uris/) docs.

### Route calls through a Flow

1. Select **Add**, and then select **Flow**.
2. Select the flow from the list. To build a new one, select **Create new flow**.
3. Select **Save Changes**.

To learn how to build a flow, see [Route calls by time of day](https://enfonica.com/help/flow/route-calls-by-time-of-day) or [Forward calls to a mobile](https://enfonica.com/help/flow/forward-calls-to-mobile).

### Control calls from your own application

The **HTTPS URL** handler sends each call to your application's webhook, which tells Enfonica what to do with the call. It's for developers building with Cloud Voice. To learn about the requests your application receives, see the [Cloud Voice webhooks](https://enfonica.com/docs/cloud-voice/webhooks/) docs.

## Add a backup handler

You can add up to five handlers, and they're used in order. The first handler takes each call. If it fails, the next one is tried.

1. Add a second handler, as described earlier. A common choice is a **Phone Number** handler to a mobile, behind a **SIP** handler to your PBX.
2. To put the handlers in the order you want, use the arrows beside each one.
3. Select **Save Changes**.

## Give one number in a range its own setup

All the numbers in a range share one setup. To send one number somewhere else, split it off into a range of its own. Splitting doesn't change your bill. Both parts keep the current setup until you change them, so calls aren't interrupted.

1. In **Phone Numbers > My numbers**, open the range.
2. Open the menu (the three dots at the top right of the page), and then select **Split range**.
3. In **Range size**, enter how many numbers to split from the start of the range. To split off only the first number, enter `1`. The window shows the two ranges you'll end up with.
4. Select **Split**. The Console shows "Range split successfully".

The split always comes from the start of the range. To separate a number from the middle, split twice, once before the number and again after it.

## Move a number to another project

Moving a number disconnects its current handlers, because flows and SIP domains belong to a project. Before you move it, set up the flow or load balancer in the destination project.

1. Open the number. From the menu at the top right, select **Move to project**.
2. Select the **Destination project**.
3. For an Australian local or mobile number, under **Assign end user (required)**, select the end user. If the destination project has no suitable listing, create a regulatory listing there first.
4. Select **Move**.
5. In the destination project, set up the number's handlers.

## Check that it worked

1. Call the number from a mobile. The call reaches the place you chose.
2. If you added a backup handler, make a test call while the first destination is unavailable. Check that the call reaches the backup.

If the call doesn't arrive, find it in **Cloud Voice > Calls** to see where Enfonica sent it. For the usual causes, see [Calls aren't reaching your PBX](https://enfonica.com/help/call-troubleshooting/inbound-calls-not-arriving).

## What to send us

Include these and we can find the call straight away.

- The number that made the call and the number it called, in full international format (for example +61255501234).
- The date and time of the call, with your timezone.
- Whether the call was inbound or outbound.
- The call ID, if the Console shows the call.
- What happened: an error message, silence, a busy tone or a dropped call.

[Contact support](https://enfonica.com/contact-support?article=%2Fhelp%2Fphone-numbers%2Fcall-handlers&topic=call-fault)

## Related

- [Calls aren't reaching your PBX](https://enfonica.com/help/call-troubleshooting/inbound-calls-not-arriving.md)
- [Send incoming calls to more than one PBX or site, with failover](https://enfonica.com/help/sip-trunking/load-balancing-failover.md)
- [Route calls by business hours and public holidays in Flow](https://enfonica.com/help/flow/route-calls-by-time-of-day.md)
- [Forward calls to a mobile or another number](https://enfonica.com/help/flow/forward-calls-to-mobile.md)
- [SIP URIs (docs)](https://enfonica.com/docs/cloud-sip/sip-uris/)
- [How to purchase and manage number ranges (blog)](https://enfonica.com/blog/how-to-purchase-and-manage-number-ranges/)

---

Web version: https://enfonica.com/help/phone-numbers/call-handlers