Call Routing & Diverting

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The Call Routing functionality enables you to distribute calls to different destinations. This includes Percentage Based Call Routing, Time and Day Call Routing and Date Routing.

The Call Routing functionality enables you to distribute calls to different destinations. This includes Percentage Based Call Routing, Time and Day Call Routing and Date Routing.

Time and Day Routing

Time and Day Call Routing allows you to route incoming calls to different destinations at different times of the day and on different days of the week. It also allows you to specify call management processes during predictable business operations such as open and closed times, times of the day when incoming calls are high or route calls to mobiles or a voicemail when a team member is out of the office.

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Date Call Routing

Date Call Routing also allows you to pre-plan inbound call management during seasonal events such as bank holidays, Christmas or Easter periods. You can alter this at any time to reflect the changing nature of your business. It is simple to do and allows you to react to any unforeseen circumstances that could affect your ability to manage inbound calls effectively, ensuring you maintain a high level of customer service.

Percentage Based Call Routing

Percentage Based Routing enables you to distribute calls to different call centres by a percentage of your choice, for example 10% to call centre A, 30% to call centre B, 40% to call centre C and so on. This functionality enables you to be in full control of your inbound calls, making sure that callers are always sent through to a team that is dedicated to dealing with their queries.

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Location Based Call Routing

Dynamic and sophisticated, the Zone Plan provides the ability to route calls to a pre-set list of destinations dictated by the physical location of a caller. Such as a geographically relevant call centre, office or store. Call distribution can be set based on area code, post code, TV region, towns, county or country name, enabling you to really drill down on your inbound callers.

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