Route by Call Source (Inbound)
Route by Call Source (Inbound)
By clicking on Route by Call Source from the Inbound menu, we can configure inbound numbers to be treated in a special manner (e.g. hang up to a known spam number, direct a special customer to a specific agent or skill, etc.). To do so, we configure the rule based on the caller ID of the inbound call. Refer to the following picture.
Note that a Campaign may be set to Ignore Route by Call Source, which will effectively turn off these rules.
To put it into perspective, you may want to check that if you receive a call from a number with caller ID 555-111-0000, which corresponds to a lead (Contact) found in Campaign-A, and arrives on 888-555-4444, where 888-555-4444 is associated with Campaign-X, then send it to the specific agent Extension-N.
The Parameters for each rule are as follows.
Caller Id | The number that identifies the call source |
Assigned To | An optional Campaign or Ring Group (Call Queue) associated with the number where the call arrived |
Found In | An optional Campaign with which the corresponding lead (Contact) is associated with |
Termination Mode | How to handle the call (where to route it); see following table for description of the options |
Termination Data | Parameter value for Termination Mode, if applicable |
Notes | Free text comment |
Termination Mode | |
Voicemail | Route the caller to voice mail; if no Extension is specified in the Termination Data parameter, it will be sent to the general mailbox |
Skill | Route the call to an Agent with the Skill as specified in the Termination Data parameter |
Extension | Route the call to an external number as specified in the Termination Data parameter |
Agent Extension | Route the call to an agent Extension as specified in the Termination Data parameter |
InboundSource | Re-route the call to a different inbound source (e.g. number) |
Busy | Play a busy tone |
Hangup | Just terminate the call. |
Termination Data | |
Extension | Should enter a valid agent extension |
Skill | Should enter a valid and compatible agent skill |
Number | Should enter a valid telephone number |
Ring Group | Should enter a valid Ring Group / Call Queue |
Source | Should enter a valid inbound source (e.g. number). |
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