Note: If you do not have the Routing Calls section of preferences, this feature is not available to you.
Any rules that use caller information are never evaluated if they are too far down the list. If you have rules that involve specific callers, put these rules near the beginning of the list. If you do not, then other rules always override those rules.
In addition, check to see that the person’s telephone number in your phonebook matches the actual telephone number from which the person called.
Parent topic: Troubleshooting calls