What’s Fixed
A number on a Managed Dialer account has always exposed an Incoming Call Routing control with four choices: ring desktop and mobile simultaneously, ring desktop first then forward, forward directly to mobile, or desktop only.
A number assigned through the Twilio provider — where your team supplies its own Twilio account — did not. It offered a Call Forwarding Number field and nothing else. You could type a number in, but you could not select, see, or verify what the platform would do with it: whether it dialled that number alongside your browser, only after your browser went unanswered, after some number of rings, or at all.
Underneath, those numbers were never ignoring routing — they were running on the system default, which is ring desktop and mobile simultaneously. Nothing on the screen said so, which is the part that made this hard to reason about.
Bug Fixes
- Incoming Call Routing now appears on both screens where a Twilio-provider number is edited: Phone Settings → My Phone Numbers → Edit, and Phone Provider → Twilio → Team Members → Edit. All four options are selectable, and the choice is saved on the number and honoured for the next incoming call.
- Ring timeout is editable on those screens too, for the “ring desktop first, then forward” option.
- Help text under Call Forwarding Number now states what actually happens, and updates as you change the routing option — for example, “Incoming calls will ring both your browser and +1… at the same time,” or “Incoming calls will ring your browser for 25 seconds, then forward to +1…”. The wording deliberately stops short of promising voicemail, because a number with voicemail turned off plays an “unavailable” message and hangs up instead.
- Your existing numbers keep their current behaviour. Anything that was on the default still reads “Ring desktop and mobile simultaneously” — now visibly, instead of implicitly.
What has not changed
- The routing engine itself is unchanged. The inbound call path already read this setting per number for every provider; this release exposes and saves it on the screens that were missing it.
- Nothing about your Twilio account configuration changes. Forwarding is still handled by Sure Send’s webhook, not by a setting in the Twilio Console.
- Reports still do not distinguish a call answered in the browser from one answered on the forwarded number. That remains a separate gap.