Call Routing Enhancement Request

A customer using JustCall for the past few months has requested an enhancement to our call routing logic. Their requirement is as follows:

• Route all calls from unknown numbers (i.e., numbers not stored in their contacts/CRM) to a single designated team member.

• Route all other calls (numbers that match existing contacts) to a specific Team, using either sequential or simultaneous ringing.

Current Limitation:
We do not currently perform a contact-match check at the moment of receiving an incoming call to determine routing paths, which makes this workflow unsupported.

Customer Intent / Use Case:
They want to control call distribution based on caller identification:

• Unknown callers → handled by a specific agent for qualification.

• Known callers → routed to the main team for regular handling.