This feature enhances the inbound call routing by implementing multiple call destinations based on conditions such as the campaign it is assigned to or its current status.

Here's how to set it up.

From the Admin home page, click on Accounts and select Inbound Numbers.

In the Manage DID section, Search for the Inbound Numbers based on preferred filters.

In this example we will filter by Inbound Number and type the Inbound Number 5018178166. Click on Search.

From the Dynamic Route section, select from the following how you want to route the call.

• Campaign Route - If the call is coming from a lead that belongs to the campaign selected, system will execute the action based on the route to destination settings.
• Status Route - If the call is coming from a lead that has the disposition selected, system will execute the action based on the route to destination settings.
• Inbound Route - If the call is coming from a lead and its Inbound Call count matches in any of the setup, it will follow the route to destination settings. Otherwise, it will follow the Default Routing.
• Outbound Route - If the call is coming from a lead and its Outbound Call count matches in any of the setup, it will follow the route to destination settings. Otherwise, it will follow the Default Routing.

For the Campaigns, click on Add Campaign Route button.

Select the Campaign that you want to use. (Note: You can add multiple campaigns if you would like.)

For the Statuses, click on Add Status Route button.

Select the Status that you want to use. (Note: You can add multiple Statuses if you would like.)

For the Inbound Call Count, click on Add Inbound Route button.

Configure the Inbound Call Count Range and Route the call to the preferred Destination

Here's an example:
If the Inbound Call Count lead is from 1 to 3 calls, lead will be routed to Fronter User Agent Queue.
If the Inbound Call Count of the lead is 4 to 10 calls, the lead will be routed to Closer User Agent Queue
If the Inbound Call Count of the lead is more than 10 calls, the lead will follow the Default Call Routing.

For the Outbound Call Count, click on Add Outbound Route button.

Configure the Outbound Call Count Range and Route the call to the preferred Destination

Here's an example:
If the Outbound Call Count lead is from 1 to 3 calls, lead will be routed to Fronter User Agent Queue.
If the Outbound Call Count of the lead is 4 to 10 calls, the lead will be routed to Closer User Agent Queue
If the Outbound Call Count of the lead is more than 10 calls, the lead will follow the Default Call Routing.

Note:

To setup the Dynamic Routes Filters, drag and drop or click arrow icons to set priority.Top being the highest and Bottom being the lowest.
If the lead matched multiple filters, the system will follow the Dynamic Route Filter with the highest priority.
If the call doesn't have a match, the system will follow the normal call routing.

Click on Apply Changes when done.

You can also set multiple Inbound Number's Dynamic Routes by selecting DIDs and click on Edit Selected DIDs button.

Click on Apply Changes when done.

You can also do a mass delete of the Smart Route Settings for all selected DIDs by enabling Clear All Routes.

Select the DIDs that you want to do a mass update. Click on the Edit Selected DIDs button.

Enable Clear All Routes if you would like to mass delete the Smart Route settings of the selected DIDs. 

Click on Apply Changes when done.