Hi everybody,
Quick question about call routing with PBX + Twilio.
Flow is:
• Incoming call hits the main PBX number
• Based on the language selection, the call is routed to a specific Twilio phone number where the AI answers
• If the AI needs to hand off to a human, it should transfer the call back to the PBX, so the PBX can route it to the correct internal extension
Question:
Does Retell support transferring a call back into a PBX in a way that allows the PBX to route it to a specific internal extension?
Or is it only possible to transfer calls to full external phone numbers?
If direct extension transfer is not supported:
What would be the recommended setup on the PBX side?
Would this require direct inward dialing (DID), routing rules, or another workaround?