Department and User Call Routing Options

Learn more about the call routing options and see which one works best for your team.

Sam Aparicio avatar
Written by Sam Aparicio
Updated over a week ago

Department Call Routing Options offers the ability to route calls to departments using the following algorithms:

  • Call Blast

  • Round Robin

  • Escalating

  • Round Robin - Sales team

  • Call Blast for Departments - Simultaneously rings all the users in the department at the same time until a user answers the phone. This option works best for small or medium-size teams of 5-10 users.

  • Escalating routing - will ring the first user on the list who is checked in and not on a call, then escalates until a user answers the phone or the list is exhausted, at which point the call goes to voicemail.

  • Round Robin - For new calls we always look for the agent with the highest idle time. The idle agent is sorted by call start time.

    For example if Agent A has the highest idle time and does not answer call 1, the round robin system will route the call to next agent that has the highest idle time, which we will call Agent B. Agent A will still remain as the agent with the highest idle time. The idle time is reset after an agent has answered a call.

  • Round Robin for Sales -> For new calls, will search for agents that have the longest period of time without being contacted regardless of whether or not the agent answered the call. For example, if there are 10 agents and Agent A does not answer the phone and Agent B answers, the following call will be routed to the ten other agents first before coming back to Agent A.

After Hours

If the department(s) offers different business hours you can route the calls differently during those hours. Configure the following:

โ€‹This department follows standard business hours - 9am-5pm

This department has special business hours - Configure your own business hours

Time Zone - Configure hours based on your time zone

When calls come in after hours, then - Configure where calls are routed

User Call Routing Options

When a call is routed to a user, offers the ability to route calls to the following options if the user is not taking calls:

  • Transfer to - user, department or external number

  • Go the menu - transfer to a voice or data menu

  • Send to voicemail for - transfer to the voicemail of a user or department

  • End call

User Behavior offers the ability to configure how soon an agent is available to take a call after speaking with a customer and auto check out if the agent misses consecutive calls.

Configure user behavior from the following:

  • Give users (enter value) seconds to wrap up before making them available again.

  • Check out a user after (enter value) consecutive missed calls

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