Call Routing

overview the call routing configuration enables the administrator to establish policies and profiles for directing incoming calls routing decisions can be based on the incoming channel (call context), the dialed number identification service (did), or the caller's source phone number key benefits flexible routing logic allows calls to be routed based on technical context, caller identity, or the destination number dialed prioritized evaluation policies are followed sequentially, ensuring complex routing logic is executed in a controlled order dynamic assignment enables routing calls either to a specific feature/node flow or cascading to another routing profile for advanced screening functionality call routing policies overview the system uses three primary policy types for routing incoming calls policy type routing basis description call context profile incoming channel/context (e g , zap trunks, sip minutes) defines call contexts to route calls through these contexts to a specific node flow in a campaign does not require source/destination number identification default source phone profile source phone number (caller id) used to identify the caller's specific phone number and route calls originating from that number to a particular node flow default destination phone profile destination phone number (did) used to route calls landing on a specific did or toll free number to a particular node flow the routing tab the routing tab lists and controls the order of active policies policy order policies are evaluated in sequential order from top to bottom, which can be adjusted using the "up" and "down" buttons assignment policies are activated by checking the associated checkbox and deactivated by unchecking it prerequisites administrator access required to define and modify routing policies defined node flows/features destination node flows or features must be configured within the campaigns before they can be selected in a plan usage instructions a plan defines the set of rules for how calls falling under a policy should be routed check the box to select the policy you wish to configure (e g , defaultsourcephoneprofile) click the add button (+) under the "plans" header adjacent to the selected policy this displays the plan creation pop up click the "add" button inside the pop up to insert a new row, representing a single routing rule step 1 define the source (policy and context/contact number) this step is defined by the policy you selected in the main routing tab policy name (where you are configuring the rule) configuration input (in the context/contact number field) call context profile select an incoming channel/context (e g , audiocodes, voip) default source phone profile enter the specific source phone number (caller id) to match default destination phone profile enter the specific destination phone number (did) to match step 2 define the action type (routing intent) this selection dictates whether the call's routing is finished by a system feature or continued by another routing profile action type selection routing intent subsequent sub action type route to feature action (feature action) route is complete the call is directed to a specific functional feature (like an acd queue or ivr) will display feature based sub actions route to profile plan action (profile action) route is continued the call is passed to the plan of a different routing policy for further evaluation will display profile based sub actions step 3 & 4 define sub action and destination (the final path) the options in these final two fields depend entirely on the action type chosen in step 2 scenario a routing to a feature (feature action) this is the most common path, directing the call to a final destination within the system field selectable options description sub action select the target system feature default acd feature, did based phone feature, manual dial feature, etc destination select the specific destination associated with the feature (e g , the queue name or phone number) the call is routed here scenario b routing to another profile (profile action) this path is used to hand the call off to a different set of routing rules defined under another policy field selectable options description sub action select the type of profile you want to transfer to cc call context based profile, cc source contact based profile, cc destination contact based profile destination select the policy name that matches the chosen sub action type (e g , select defaultsourcephoneprofile if you chose cc source contact based profile as the sub action) the call is now re evaluated against the rules of the selected policy related features/modules call context configuration defines the communication channels and contexts referenced by the call context profile policy queue management the destination for calls routed to features like default acd feature campaign configuration where the node flows and features are defined that handle the routed calls