Inbound Call Policies

Updated at May 18th, 2026

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Table of Contents

1.1 Customized Inbound Call Policies Step 1: Create the Policy Container Step 2: Open the Rule Builder Step 3: Input the Matching Pattern Step 4: Define the Replacement Action Step 5: Save and Close 1.2 Default Inbound Call Policy Step 1: Create the Policy Container Step 2: Open the Rule Builder Step 3: Input the Matching Pattern Step 4: Define the Replacement Action Step 5: Save and Close Note 1.3 Edit/Delete An Existing Inbound Call Policy Edit Delete 2. Assign Inbound Call Policies to Users

As a default, the system will display this standard Caller ID on the recipient's side when users make outgoing calls:

<country code> + <area code> + <destination>

However, this might let the recipients think that it is a number calling from overseas. Therefore, this Inbound Call Policies will help to override the way the recipients see the Caller ID.

1.1 Customized Inbound Call Policies

To change the Caller ID that shows on the recipient's phone, please follow the steps below:

Step 1: Create the Policy Container

Go to Phone System- System- Inbound call policies and click the Custom policies tab.
Click the Create button in the top right.
Type a name for your record log (e.g., Test 1) and click Create.

Step 2: Open the Rule Builder

A management window will pop up automatically. Click the blue Add button.

Step 3: Input the Matching Pattern

Turn the toggle ON/OFF for for Remove the "+" sign in front of the caller ID
Start with: Type the specific starting digits you want the system to look for (e.g.,65).
Number length: Enter the exact total digit count of the phone numbers you are targeting (e.g.,10).

Step 4: Define the Replacement Action

Remove prefix: (Optional) Enter the number of digits to strip from the front (e.g.,2 to remove the 65).
Append prefix: (Optional) Enter any digits you want to add to the front instead.

Step 5: Save and Close

Click Add at the bottom of the form to lock in the rule configuration.
Review your new rule in the summary box, then click Close.

1.2 Default Inbound Call Policy

Besides setting a particular Inbound Policies for each team, you can set a Default Inbound Policy for the whole phone system users. This Default Inbound Policy will be applied to users who are not assigned to any customized Inbound Call Policy.

To do so, please follow the steps below:

Step 1: Create the Policy Container

Go to Phone System- System- Inbound call policies and click the Default Policy tab.
Click the Add button in the top right.

Step 2: Open the Rule Builder

A management window will pop up automatically.

Step 3: Input the Matching Pattern

Turn the toggle ON/OFF for for Remove the "+" sign in front of the caller ID
Start with: Type the specific starting digits you want the system to look for (e.g.,65).
Number length: Enter the exact total digit count of the phone numbers you are targeting (e.g.,10).

Step 4: Define the Replacement Action

Remove prefix: (Optional) Enter the number of digits to strip from the front (e.g.,2 to remove the 65).
Append prefix: (Optional) Enter any digits you want to add to the front instead.

Step 5: Save and Close

Click Add at the bottom of the form to lock in the rule configuration.

Note

If the Default Policy is not required, you can disable it by clicking Disable Default Policy button. The system will follow the Inbound Call Policies that you assign to users.

1.3 Edit/Delete An Existing Inbound Call Policy

Edit

Select the Inbound Call Policies tab
Navigate to either Default Policy or Custom Policies tab
Click the Pencil icon on the particular rule you wish to edit
You can edit the Rule Name by clicking on the Pencil icon in front of the name ( for Custom Policies)
You can also edit an existing plan by clicking on the Pencil icon

Delete

Select the Inbound Call Policies tab
Navigate to either Default Policy or Custom Policies tab
Click the Trash icon on the particular rule you wish to delete

2. Assign Inbound Call Policies to Users

Once the rule is created, you can assign it to your users from the Admin Tools page.

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1.1 Customized Inbound Call Policies

Step 1: Create the Policy Container

Step 2: Open the Rule Builder

Step 3: Input the Matching Pattern

Step 4: Define the Replacement Action

Step 5: Save and Close

1.2 Default Inbound Call Policy

Step 1: Create the Policy Container

Step 2: Open the Rule Builder

Step 3: Input the Matching Pattern

Step 4: Define the Replacement Action

Step 5: Save and Close

Note

1.3 Edit/Delete An Existing Inbound Call Policy

Edit

Delete

2. Assign Inbound Call Policies to Users

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