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Overview

This feature enhances Inbound Call routing by implementing multiple call Destinations based on conditions such as their Campaign, Status, State, etc. As, such you can ensure that a call from a Lead with Sale Status will go to a specific Queue. In the context of multiple DIDs you can ensure that all of those belonging to a certain ACID List all follow the same Routes. Below, we walkthrough the types of filters you can use on your Inbound Calls and how to prioritize them using Smart Routes.

Contents:

Edit Smart Routes for Multiple DIDs

You can set Smart Routes for multiple DIDs simultaneously.

 

1.) Click on Account main menu.

2.) Click the Inbound Numbers menu option.

The Manage DIDs page will open.

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3.) Search your DIDs using the Filter By fields.

In this example, we will filter for a specific ACID List. 

  • A: Select Inbound Number from this drop-down.
  • B: Select your ACID List from this drop-down.

4.) Click the green Search button.

5.) Click on the checkbox in the blue header to select all the DIDs on the page. Or manually select the DIDs you would like to edit by clicking individual checkboxes.

  • After selecting a single page, if there are additional DIDs a link will appear beside the total DIDs selected to select ALL the DIDs matching your search criteria in the Account.

6.) Click on the Edit Selected DIDs button.

The Edit DIDs window will open. 

7.) Scroll down to view the Smart Routes section, and select from the following how you want to route the call.

  • A: Campaign Route - If the call is with a Lead that belongs to the Campaign selected, the system will follow the Route to Destination settings.
  • B: Status Route - If the call is coming from a Lead that has the Disposition selected, the system will follow the Route to Destination settings.
  • C: Inbound Route - If the call is coming from a Lead and its Inbound Call Count falls within the range(s) set, it will follow the Route to Destination settings. Otherwise, it will follow the Default Routing.
  • D: Outbound Route- If the call is coming from a Lead and its Outbound Call count falls within the set range(s), it will follow the Route to Destination settings. Otherwise, it will follow the Default Routing.
  • E: State Route - If the call is coming from a Lead that belongs to the State selected, the system will follow the Route to Destination settings.

8.) Click the Add Route button for one or more of the Smart Route types.

  • In this example, we'll be adding a Campaign Route and Inbound Route.

Note: Multiple Routes can be created for any of the Smart Route types by clicking the Add Route button more than once.

9.) Configure your Smart Routes:

  • A: Select the Campaign that you want to use in the Campaigns drop-down.
  • B: In the Route drop-down, you'll choose your Destination type such as Call Center Queues, Voicemail, Extensions, etc.
  • C: The options in the Destination drop-down change depending on your choice of Route.
  • D:(Optional) Use this Remove button to delete a Route.
  • E: Inbound From Call Count is a text box for setting the beginning of your call count range.
  • F: Inbound To Call Count is a text for setting the ending the call count range.
  • G: In the Route drop-down, you'll choose your Destination type such as Call Center Queues, Voicemail, Extensions, etc.
  • H: The options in the Destination drop-down change depending on your choice of Route.
  • I: (Optional) Use this Remove button to delete a Route.

10.) Scroll down to the bottom of the window and click the blue Apply Changes button.

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Smart Routes Priority

When setting up multiple Smart Routes, you can set a Priority order by changing their arrangement.

1.) To move your Smart Routes either drag and drop or use the arrows beside the route tables.

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2.) Arrange your Routes according to the Priority order you want the system to follow.

  •  Closer to the top of the Smart Routes section marks highest priority down to lowest at the bottom.
  • If the Lead matches multiple filters, the system will follow the Smart Route with the highest priority.

Note: If the Lead does not match any of the Smart Route configurations, the system will follow the default call routing.

3.) Scroll down to the bottom of the page and click the blue Apply Changes button.

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Delete Smart Route Settings for Multiple DIDs

You can do a mass delete of the Smart Route Settings for multiple DIDs simultaneously. 

1.) Click on Account main menu.

2.) Click the Inbound Numbers menu option.

The Manage DIDs page will open.

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3.) Search your DIDs using the Filter By fields.

In this example, we will filter for a specific ACID List. 

  • A: Select Inbound Number from this drop-down.
  • B: Select your ACID List from this drop-down.

4.) Click the green Search button.

5.) Click on the checkbox in the blue header to select all the DIDs on the page. Or manually select the DIDs you would like to edit by clicking individual checkboxes.

  • After selecting a single page, if there are additional DIDs a link will appear beside the total DIDs selected to select ALL the DIDs matching your search criteria in the Account.

6.) Click on the Edit Selected DIDs button.

The Edit DIDs window will open. 

7.) Check the Clear All Route box for all the Smart Route types that you want to delete.

  • In this example we will be Clearing All Campaign and Inbound Routes.
    • Any Campaign Routes or Inbound Routes will be deleted for all the selected DIDs.

8.) Scroll down to the bottom of the window and click the blue Apply Changes button.

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9.) On the Manage DIDS page, click the DID Mass Edit Logs button.

The DID Mass Edit Logs page will open.

10.) Check the last entry in the table to see the Status of your Edit.

 

 

 

 

 

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