You can route calls in three different ways. They are as follows:


  1. Serial wise to selected User: Each time a customer calls, the call is routed to the agents in a specific order. For example, consider this: There are 5 agents responsible to receive calls A,B,C,D,E. Now, when a customer calls, the call will first get routed to agent A. If agent A doesn’t answer the call then, the call will get routed to agent B and so on. The same process takes place every time a customer calls.


  1. One by one in a circular way to selected user: Every customer’s call  is routed to an another agent in a circular way. For example, consider this: There are 5 agents responsible to receive calls A,B,C,D,E. Now, when a customer calls, the call will get routed to agent A. When a second caller calls, the call will get routed to agent B and so on. If agent A misses the first call then it will get routed to agent B. However, when the second customer calls, the call will get routed to agent B and not A.


  1. Parallel to all selected users: Whenever a customer calls, the call is routed to all the agents together (5 agents at most) and the customer is connected to that agent who answers the call first.


      4. Hybrid: Each time a customer calls, the call routing method followed is a combination of Parallel (where the call is routed to 2                     agents at a time) and Circular routing. 


Note: 


  • The Call routing methods are updated timely to improve its robustness and efficiency.