🔐 Exclusive access for your callers

PIN code routing

Not every caller should reach every destination. PIN code routing adds a gate to your number — the caller is asked to enter a code, and based on that code the call is forwarded to the right person, team, or department. No correct PIN, no access.

Each PIN can route to a different destination. Give your VIP clients a direct code to reach their account manager. Give each department its own PIN on a shared number. Restrict access to sensitive lines so only authorised staff can call in. One number, many doors — the PIN decides which one opens.

Each PIN routes to a different destination
Restrict access to sensitive or internal lines
Manage hundreds of PINs via file upload
Customise the voice prompt callers hear

Benefits of PIN code routing

Discover how our features help you work smarter, save time, and improve how your business communicates.

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VIP client lines

Give your most important clients a direct PIN that bypasses the general queue and connects them straight to their dedicated contact.

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Internal team communication

Restrict access to internal lines so only authorised staff can reach specific departments, on-call teams, or emergency contacts.

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Multi-tenant setups

Share one phone number across multiple tenants, clients, or departments. Each party gets their own PIN that routes to their own destination.

How PIN code routing works

When a caller dials your number, they hear a voice prompt asking them to enter their PIN code. The caller types the code on their phone keypad. If the PIN matches one in your configuration, the call is forwarded to the destination linked to that PIN. If the PIN is incorrect, you decide what happens — send the caller to voicemail, play a message, or disconnect.

You can have as many PINs as you need. A small business might use three or four — one per department. A larger organisation might use hundreds — one per employee, client, or location. Each PIN is linked to its own destination number, so the same business number can serve many different routing paths.

Use cases for PIN code routing

PIN code routing is versatile. A law firm gives each client a personal PIN that connects them directly to their solicitor. A property management company assigns a PIN per building so tenants reach the right maintenance team. A logistics company uses PINs to route drivers to the correct dispatch desk based on their region.

It is also useful for internal communication. An on-call engineering team has a PIN-protected number that only authorised staff can reach. A management line is secured so only directors can call in. A shared number at a co-working space routes to different businesses based on the PIN the caller enters.

Customise the voice prompt

The voice prompt that callers hear is fully customisable. You can use a neutral prompt like “Please enter your access code,” or something more branded: “Welcome to Smith & Partners. Please enter your client code to be connected.” You can record your own audio or use CallFactory’s text-to-speech assistant to generate a professional prompt in seconds.

You also control what happens on an incorrect PIN. Play a message saying the code was not recognised and offer to try again, forward to a general reception line, or send to voicemail. The experience stays professional regardless of whether the caller knows the code.

Manage PINs in bulk

If you manage a large number of PINs, you do not have to add them one by one. Use file-based routing to upload a CSV or JSON file with all your PINs and their destinations in one go. Update the file when your team changes, upload the new version, and the routing is updated immediately.

For teams that use version control, GitHub routing lets you manage your PIN list in a Git repository. Push a commit and the PIN configuration syncs automatically — with full version history and instant rollback if needed.

Included free with every number

PIN code routing is included at no extra cost with every CallFactory number.

This feature is included free with every business number or International number.

VIP whitelist

Restrict your business line to approved callers only. Only numbers on your whitelist get through — everyone else is blocked or sent to voicemail.

File-based routing

Upload a CSV, TXT, or JSON file to update call routing in bulk. Change hundreds of rules at once — PIN codes, allowlists, denylists, area codes, or entire IVR flows.

Phone menu (IVR)

Help callers reach the right person immediately. With a simple menu, you route every call to the right employee or department.

The caller hears a voice prompt and enters a PIN on their keypad. If the PIN matches, the call is forwarded to the destination linked to that code. If not, the caller hears a message or is disconnected.

Yes. Each PIN routes to its own destination — a person, team, department, or location. You can have as many PINs as you need.

Yes. Record your own audio or use our text-to-speech assistant to generate a professional prompt. You also control what callers hear when they enter an incorrect PIN.

You decide. Options include playing a message, offering to try again, forwarding to a general reception line, sending to voicemail, or disconnecting the call.

There is no limit. You can have a handful for a small team or hundreds for a large organisation. Use file-based routing to manage large numbers of PINs in bulk.

Yes. Upload a CSV or JSON file with all your PINs and destinations. You can also manage them via GitHub routing for version-controlled updates.

Yes. Restrict access to on-call or emergency numbers so only authorised personnel can reach them, even outside regular hours.

No. It is included free with every CallFactory number.