Types of Intelligent Routing

Intelligent routing gives you tremendous flexibility in controlling how calls are routed.
About routing calls using Dynamic Call Priority
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You create routing tables that control how the system answers, holds and routes incoming calls to agents in your Contact Center. You set up routing tables to handle incoming calls for each skillset. A call in a skillset receives the treatment specified by the routing table. The treatment can be a combination of greetings, transfers, distribution, and being on hold. If an agent becomes available, the call is sent to the available agent.

 

Each skillset has a Day and a Night Routing Table. Set up the Day Routing Table for your business hours. Set up the Night Routing Table for your non-business hours.

 

The maximum number of steps you can add to a routing table is 20.

 

DID Routing

  • the ability to route calls based on their Direct Inward Dialing (DID) number. DID is the ability to make a telephone call directly into an internal extension, without having to go through the operator.

  • to route DID calls, set up a DID target line and assign the target line to a skillset.

 

Intelligent CLID/DNIS Routing

  • the ability to route calls according to Voice Button, CLID/ANI, DNIS, ISDN Calling Number

  • this routing is applied when the call first enters the Contact Center

Intelligent Caller Input Routing, Basic

  • the ability to route calls to the Automated Attendant, a Custom Call Routing (CCR) Tree, an operator or a skillset mailbox

  • this routing is applied when callers press a key in response to instructions in a greeting

 

Intelligent Caller Input Routing, Advanced

  • includes the Basic capabilities plus the ability to create rules that route calls to other skillsets and locations depending on the caller input

  • lets you change the priority of the call

Intelligent Overflow Routing

  • routes calls to extensions, mailboxes, external telephone number, the Automated Attendant, the skillset mailbox or a CCR Tree as a transfer target

  • lets you change the priority of the call