Call routing
Call routing is an important part of ensuring that customers can receive the level of service that they expect. Without call routing, incoming calls might be assigned to agents who aren't qualified to work on them. Or the calls might be overlooked as they come in and not be routed to anyone.
Out of the box, the system is configured for simple and quick voice call routing. All incoming voice calls are routed to the default voice queue and are assigned to the agents with the round-robin assignment methodology. This functionality isn't the best option in most real-world scenarios where you need to ensure that calls are routed to specific departments. In those scenarios, you can use the routing rule capabilities of unified routing to ensure that calls are being sent to the correct queues so that they can be distributed appropriately.
Set up routing rules for a voice workstream
You can define routing rules directly on a voice workstream. The workstream includes a Routing rules section, which contains two parts:
Work classification - Allows you to define classification rules that add detailed information to incoming work items that you can use in routing and assignment. For example, you might use work classification to specify the language of a call based on the region or area code for the phone number. For more information, see Create work classification rulesets.
Route to queues - Use this option to ensure that incoming items are sent to the correct queues. If no rules are defined, incoming items are set to the fallback queue defined for the workstream.
You can create routing rules by selecting Create ruleset in the Route to queues section.
Rule sets can include multiple rules that are based on your organizational needs. For example, to facilitate routing that is based on language, your rule set would need multiple rules, such as:
A rule that routes German speaking calls to the German speaking queue.
A rule that routes Spanish speaking calls to the Spanish speaking queue.
Extra rules for routing to other language queues that you've defined.
When defining a rule, set up the following parameters:
Conditions - Specifies the conditions that must be met for the rule to apply.
Route to queues - Defines the queue to route the traffic to after the condition has been met.
The following image shows incoming calls that have been assigned a skill of English being routed to the English queue.
Based on your organization's needs, you can create and specify as many rules and rule sets as needed. Rules are applied in a predefined order, which you can change if necessary.
This module covers the basics of routing and distribution, so you might find it beneficial to further explore the different articles. To learn more about routing and classification, select the following links.
For more information about work classification, see Create work classification rulesets.
For more information about queue routing rule sets, see Configure route-to-queues rulesets and rules.
For more information about unified routing, see Overview of unified routing.
The following video provides more information about call routing.
Now you've learned how to set up a voice channel. Next, you can learn how agents and other users can take advantage of the Voice channel features while they use the application.