inbound call routing inbound routing overview discusses also how setting up outbound, and inbound call routing is crucial in deploying a PBX system. So Inbound routes are usually set up according to time conditions set in the auto-attendant feature and sent to an Interactive Voice Response system (IVR) or an answering service. So Configuring incoming call distribution rules depends on the inbound routes module installed, but the steps might differ slightly from those shown in this user guide.
What is the inbound route?
Also referred to as the incoming route, it’s a vital module of a functional PBX that determines how incoming calls are handled and how to send them to their destination based on the callers’ actions. For example, configuring inbound routes will select the phone numbers that outside callers have dialed and then indicate which line, voicemail, or other extensions the caller should be directed to.
Inbound routes
Routing calls can go through these two main types of call routes that a PBX allows:
- Direct inward dialing (DID)
- Caller identification (CID)
You can set both DID and CID to route incoming calls or opt for one of the two.
If DID and Caller ID numbers aren’t specified when you set an inbound routing rule, it will match and direct calls to a pre-configured PBX internal destination inbound call routing.
Destinations to route inbound calls include:
- Extension to transfer calls
- Voicemail
- IVR (Interactive Voice Response)
- Ring Group
- Queue (Regular and priority queue)
- Hang up
- Callback
- Conference
- Outbound route
What are Caller IDs?
Caller IDs (CIDs) are names or numbers displayed on your IP phones or softphones to help identify who is calling and also inform inbound call routing.
Inbound rules for CID
How to create a CID routing rule inbound call routing:
- Select “Add CID Rule” and provide a name for the rule, for example, “VIP Customer.”
- Enter the CID in the field marked for the caller ID name information, exactly as it appears on the screen.
- but Select a SIP trunk to link to this CID rule.
- So Select the destination for calls from this CID during office hours.
- Select the destination for calls outside office hours and set up custom office hours
- Finalize the CID rule.
CID priority calls route inbound call routing
Select whether or not to designate this route as a priority route. But This will affect routes that don’t have any information entered in the DID field.
Default priority route-based levels are matched using the following sequence:
- Priority: Route inbound calls with a specific DID and CID.
- Second priority: Route inbound calls with a specific DID but without a CID.
- Third priority: Route inbound calls with no DID but a specific CID.
- Last priority: Route inbound calls with no clear DID or CID.
Benefits of inbound calls routing Inbound call routing
There are several benefits of call routes but including inbound call routing :
- Reduced wait time: Route inbound calls based on the availability of agents who can get the best deal with their requests.
- Fewer missed calls and voicemails: Routing of calls based on available agents to avoid unanswered calls that force callers to leave voicemails instead.
- 24/7 service: Enables businesses to provide 24/7 support. This means better customer service and increased revenue potential.
- Optimize HR costs: Uses each agent’s full potential as efficiently as possible. Call routes ensure that received calls are always routed to an available agent and reduce wrong call transfers. It increases the number of calls handled and eliminates revenue losses from lost or abandoned calls.
- Maximize conversion rates: Directing received calls to the most qualified available agents results in a better customer experience and increases customer conversion rates.
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