IVR - Call Routing

Call routing is a procedure in which a call is routed in a manner in which you can select how it needs to react.

Manage incoming call load with three types of call policy.

Round Robin (Cyclic):

This forwarding type ensures every agent in your call center will get an equal number of incoming calls one by one.

Sequential:

This forwarding type ensures all calls will be delivered to the first specified number and if that number is busy or unavailable then calls will be routed to fail over numbers. 10 failover numbers can be configured.

Parallel:

This forwarding type ensures that calls will be delivered to all configured numbers at the same time and anyone can pick the call. All other calls will be dropped.

Hybrid:-

Hybrid is a call routing manner in which a user has the options to create a subgroup in the calling policy where one can give the information regarding the agents and when we know how many agents we have we can then decide the selection area of how the calls needed to be there.

There are 3 options:-

Available ASC:-

Available ASC means to connect to set amount agents in uniformity with the automatically checking the representative available.

Least Recently used:-

This means a call will be transferred to the user who hasn't got any call from a long duration of time.

Last Recently used:-

Last Recently used by the user means that a user who is getting a lot of calls will get the calls since sometimes a call may not be picked by the other numbers so that is why we have developed the Last Recently Used Calling policy.

Use case

IVR can be used in call centers and can also be decided in a way that how it should react.

In the case of an inbound Call Center, an IVR is added to a call queue that connects callers with sales or support agents.

This is a typical scenario for insurance/banking/financial services/utility companies which offer customer services in various languages.

Once the connection is made, the IVR invites the caller to choose a language, then select the service they want.

Eventually, the call is moved to a queue where agents respond in the language selected by the caller. Optionally, the call may be recorded by the queue.

How to use

To use call routing you need to go to:-

DASHBOARD>SERVICES>IVR>IVR CONFIGURE>MANAGE IVR>COFIGURE IVR>PRESS * TRANSFER TO AGENT > SELECT CALL POLICY.

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