When a customer calls your business, you want to get them to the appropriate destination as quickly as possible. Within AccuRoute® you can create as many custom routing profiles your business needs to handle inbound calls based on campaign, caller location, time of day, data they are prompted to enter, your call queues, and more!
How to Handle Inbound Calls Using Routing Rules
The AccuRoute system has over 20 routing rules you can use when creating your routing profiles to determine how inbound calls are directed. You can use rules individually or stack them to create highly detailed routing profiles.
You can route the call based on the caller’s data:
- ANI Remembrance: If the caller has called before, their call will be routed to the same target as before
- ANI Match: Check the caller’s ANI (their caller ID) against a predefined list, if it matches, then it will execute the next routing rule
- Geo Routing: Call routing based off your predefined geographic criteria
- Location Menu: Provides the caller with a menu of targets you set up based on their location
- Phone Type: Routes the call based on the type of phone device they are using
- VIP List: Routes the call to a specified Next Action if the caller’s phone number is on your created VIP List
- Remote Decision: Sends a request to an external web endpoint and the endpoint responds indicating what the next routing action should be (for example, a caller enters a unique promo code and AccuRoute’s system sends the caller-entered digits to a CRM, such as Salesforce, to check for an existing customer record containing that matching promo code and then routes the call to their sales rep)
- Remote Dial: Sends a request to your web endpoint and the external endpoint responds with a specific routing phone number for the call
You can prompt the caller to enter numerical data:
- Prompt: prompts the caller to enter data, for example their zip code or account number
- Play Input: uses text-to-speech to play back the prompted data entered by the caller
- Validate Input: examines the data entered by the caller when prompted, to determine if it is valid
- Dial Input: routes the call to a phone number that was previously keyed in through a prompt
You can send an inbound call to a group, like a call center or sales team:
- Dial Group: routes calls based on the type of group you select such as Hunt, Round-Robin, or Location
- Dial Call Queue: places the caller into a queue, then routes them to the next available agent
Call queues offer additional features and options to optimize your customer experience, from advertising, call-back options, and more depending on your needs. Learn more about call queue management.
Or you can handle incoming calls with these other AccuRoute routing rules:
- IVR Menu: provides the caller with an interactive voice response menu of targets you set up
- Play: plays an audio file you set up
- Time of Day: will execute the Next Action if Matched action you set if the call comes in within time ranges you select
- Dial Target: routes the call directly to the target
- Profile Redirect: redirect the routing profile to another routing profile you select
- Routing Grid
- Simple IVR
- Goto Blocked
- Do Nothing
