Routing Plan Overrides
Routing Plan Overrides let a campaign use an alternative routing plan for calls that match a specific publisher or inbound number and a Caller ID filter. You do not need to change the campaign’s default routing plan.
Before you begin
Section titled “Before you begin”Create the alternative routing plan and confirm its destinations are configured for the traffic you intend to send.
On the campaign, check Routing Configuration → Execution Mode. Overrides are used for campaigns in Routing Plan execution mode. For branching within a Call Flow, configure the branches in the flow instead.
How matching works
Section titled “How matching works”Each override combines a scope with a Caller ID condition:
- Publisher: Select a publisher. The publisher must match, and the caller’s number must satisfy the Caller ID filter.
- Number: Select the inbound Moja number being called. That number must match, and the caller’s number must satisfy the Caller ID filter.
Number does not mean the caller’s number. The caller’s number is evaluated separately using Filter Type, Filter Operator, and Filter Value.
Only enabled overrides are considered. When an override matches, its selected routing plan is used instead of the campaign’s default plan. If no override matches, the campaign uses its default plan.
Selecting another plan does not guarantee that a destination will answer or that the call will convert.
Add an override
Section titled “Add an override”- Open Campaigns and edit the intended campaign.
- Find Routing Plan Overrides and select Add Override.
- Choose Match On → Publisher or Number, then select the corresponding publisher or inbound number.
- Set Filter Type to Caller ID, choose a Filter Operator, and enter a Filter Value.
- Select the alternative routing plan, set Priority, leave Status enabled, and save the campaign.
Filter operators
Section titled “Filter operators”- Equals: Matches the caller’s number exactly.
- Starts with: Matches the beginning of the caller’s number.
- Ends with: Matches the end of the caller’s number.
- Contains: Matches a sequence within the caller’s number.
- Regular Expression: Matches the caller’s number against a regular-expression pattern.
Caller ID matching uses normalized phone-number values. Test the actual caller-number format before using a prefix or regular expression with live traffic.
Priority
Section titled “Priority”Higher priority numbers are evaluated first. For example, priority 10 is evaluated before priority 0. The first matching enabled override is selected.
Use distinct priorities when rules overlap so the intended precedence is explicit.
Disable an override
Section titled “Disable an override”Clear its Enabled checkbox and save the campaign. This lets you stop using the override without removing its configuration.
Examples
Section titled “Examples”Publisher-specific test caller
Section titled “Publisher-specific test caller”Choose Publisher, select Publisher A, and set the Caller ID filter to Equals with your test caller’s number. Select your test routing plan.
The override requires both Publisher A and the matching caller number. It does not redirect every call from Publisher A.
Test caller on one inbound number
Section titled “Test caller on one inbound number”Choose Number, select the intended inbound Moja number, and set the Caller ID filter to Equals with your test caller’s number.
The override applies only when that caller calls the selected inbound number.
Verify before sending live traffic
Section titled “Verify before sending live traffic”Test a matching caller and a nonmatching caller. Confirm that each uses the intended routing plan. If overrides overlap, also test their precedence.
For more complex workflows, see Build a call flow.