Inbound call routing: the right counsellor answers, chosen while the phone rings

It means the CRM decides who answers an incoming call while the phone is still ringing, instead of the telephony provider working from a fixed list. In Xale CRM the provider sends the caller's number and the dialled line, Xale finds the lead and answers with the counsellor who holds it, and for a new number it creates the lead and lets the workspace's own automations choose the counsellor. After the call, the log and the recording land on the lead.

The caller becomes a lead on the call-routing source through the same path as every other new lead, so your "Lead created" automations pick the counsellor: equally or by results, by branch or territory, passing over anyone who is checked out. The ringing call waits for that pick, up to a wait you set, and connects to the chosen person; the line's fallback number or the workspace default answers otherwise, and the lead is already in the CRM for the next rule.

Bonvoice has its own preset, which reads its ringing request and post-call report as they arrive. Any other provider that can call a URL while a call rings and again after it ends works through the Generic preset, where you type the field names the provider uses and shape the answer as a JSON, XML or plain-text template. TeleCMI cloud telephony remains Xale's other cloud route for calls from a business number.

No. The provider dials the phone number each person keeps on their Xale profile, or the agent id the provider itself uses for them, so any phone that number rings on will do. The call is logged on the lead from the provider's report, credited to the person whose phone answered, and the recording is copied into Xale's own storage.

The provider's post-call report carries the recording link; Xale copies the file into its own storage and attaches it to the lead's call log with direction, duration and outcome. Recordings stay off for each role until an admin switches them on, so the people who can hear a routed call are the people allowed to hear calls on that lead, and recordings transcribe on demand for calls that mix Malayalam and English.

The Call routing screen shows which "Lead created" automations will choose the counsellor for a new caller and which people the provider could not reach yet, and a dry run for any caller number shows the exact answer Xale would send, with both response templates rendered on sample values. Nothing is created and no automation runs during the dry run, so you can rehearse the decision before the first real call.