Call Routing System for Business

Yes, inbound call routing software provides multiple benefits to agents, including direct access to the tools they need to update client information and perform actions whilst on a call, including call conferencing and transfer abilities.

Call routing software also provides call monitoring and recording, allowing you to provide helpful feedback and conduct invaluable training with your agents. Pairing inbound call routing software with your outbound auto dialler or predictive dialler helps you establish an effective balance of incoming and outgoing calls for ultimate customer contact centre performance.

In VoIP phone systems, call routing is a feature for managing inbound customer calls. Typically, it works alongside other call management features in the phone system, such as Interactive Voice Response (IVR) and auto attendants.

It uses inputs customers provide while interacting with your IVR/auto-attendant to queue calls and distribute them to agents and departments based on pre-established criteria. VoIP systems allow you to distribute calls based on several rules, such as agent skills, availability, time of day, etc. Thus, customers can talk to the right agent or department without having to call multiple lines or extensions.

Call routing software comes as part of the business plans of VoIP service providers. You need not purchase the software separately - subscribe to a calling plan that includes call routing, activate the feature, and set up the rules and criteria as per instructions, and you are all set to go.

A call routing issue happens when incoming customer calls do not reach the appropriate agent/department because of technical or configuration errors. Some of the common problems are:

• Even though agents are available, the system doesn’t show them as available.
• The system queues incoming calls, but agents cannot accept calls.
• The system does not distribute incoming calls evenly or based on the criteria you established.
• Calls go directly to voicemails even when agents are available to answer calls.
• Agents receive an error message when they try to accept a routed call.
• Agents/departments receive wrong calls or calls meant for other agents/departments.

When you face such issues, you must first check your configuration and settings. Call routing systems often have troubleshooting facilities to detect and rectify common problems. Alternatively, you can get in touch with the customer support team of your phone system provider for help.

You can route a phone call using a call routing system. Since call routing is a feature in business phone solutions and outbound/ inbound call centre software, the first step is to create an account with a VoIP service provider. Make sure that the plan you choose has call routing.

Once you have an account, activate the feature and set up your call routing rules according to the instructions in your phone system. You can establish criteria based on user prompts, call attributes, or agent characteristics – department requested by callers, call history, call volume, language preferences, time of day, location, agent availability, skills of agents, etc.

Once configured, the call routing system will collect caller input from your IVR or auto attendants and use it to distribute calls to agents or departments based on the criteria you established earlier. It is an advanced feature that allows you to manage large volumes of inbound calls by distributing them to the appropriate department/agent for faster resolution.