Best Practices for Smart Routing

Smart Routing allows a System Admin to define where calls go in very specific situations based on pre-set criteria. Watch this short video to learn more about Smart Routing.

Here are a few best practices to help you make the most of Smart Routing.

Pre-plan you call routing.

No matter how basic or advanced your call routing needs, it’s important to making a plan prior to configuration. This helps you see the big picture and make adjustments without involving your phone system until you’re ready. All you need is a pencil and paper to get started.

For example, Jim of ABC Company pre-planned how he wants calls to a certain number routed. He wants incoming calls to ring the Sales User Group first. If no one answers, the call will roll over to Samantha after twenty-seconds. If Samantha doesn’t answer within 20 seconds, the call will then roll over to Jim. If Jim doesn’t answer within 20 seconds, the call will finally be directed to the voicemail box for Sales.

Preconfigure your routing options first.

While it’s easy to create new system components via the links on the Edit Phone Numbers page, it’s much faster to already have these components configured on your system.

Revisiting our example above, Jim logged into the web app to ensure all of the components he wanted to use were already configured. He found that all of his components were ready to go.

Smart Routing allows you to send callers to several different locations. These include:

  • An Audio File
  • An Auto Attendant
  • A Forwarding Number
  • Users
  • User Groups
  • Voicemail Boxes

Check out this article for more examples and information on Smart Routing.

Use the Hang Up option sparingly. 

Let’s say you have a call routed to a user on your system. If that person does not answer after a designated amount of time, you have three options:

  1. Roll the call over to the user’s voicemail box;
  2. Route the call to another destination or;
  3. Hang up. 

While we do offer the ability for a call to end once a user or user group doesn’t pick up, we recommend using this option sparingly. It is better to provide your caller the option to speak with any user on the system or to direct them to voicemail than to hang up. This allows your caller the opportunity to connect, which is why they called in the first place. Hanging up on the caller leaves them no options.

Place calls to test the call flow.

We always recommend that you test your call flows any time you make updates. This is the only way to know that the call experience is as you intended.

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