Understanding Incoming Call Routing


There are 4 main ways phone calls get routed in your GLM account. They are listed below in order of priority:

  1. The number is assigned to a user.
      1. If the number is assigned to a user, the call will forward to this user’s phone number.
  2. The contact is assigned to a user.
      1. In this case, the call will forward to the user’s number if they have a number in their GLM profile.
  3. The number has a forwarding number set.
      1. This is the preferred method in our GLM accounts.
      2. All calls will forward to the number in the forwarding field as long as neither scenario 1 or 2 are in place.
  4. There is a phone number in the company profile.
      1. If scenario 1, 2, and 3 are not in place, calls will forward to the number in the Business Profile.

Below is a visual representation of this concept.


As seen above, phone calls can only forward to one number at a time. However, if you would like multiple individuals to receive phone calls through GLM, we can facilitate this by configuring the appropriate settings in the mobile application.

  1. Ensure that all individuals whom you wish to receive calls have successfully downloaded the mobile application and have enabled notifications.
  2. Go to Settings → Phone numbers → Edit configuration.

  1. Select “Ring incoming calls to all users.”

  1. Select the users the calls should ring to (you can select up to 8).

  1. Click Save.
  2. Go to My Staff → Edit.

  1. For each person selected to have the call ring to them
      1. Click edit → call and voicemail settings → forward calls to mobile app.

  1. Click Save.

Note: only select the mobile app here. If both mobile app and desktop are selected, calls will go to the desktop only.


If you have further questions about Understanding Incoming Call Routing in GLM, please contact our Support team at hello@usekilo.com.

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