When handling inbound calls, directing calls to the appropriate destination while balancing resource availability is key to ensuring an optimal experience for the caller. For many call centers, skills-based routing ACD call center software is all that is needed. Other centers may have differing demands. In some cases, calls may be routed in different ways depending on various criteria, such as location, the DID dialed, user input or information pulled from the client record while still in the dialplan.
Any dialplan builder will have options for conditionally branching. In cases where there are a large number of possible conditions, specifying each potential condition and branch can be tedious and time consuming. An example from a client was postal codes. In the IVR, the client was collecting the postal code, but needed to be able to differentiate between areas that were serviced by a local office, and those that would be handled by the center itself. Q-Suite 5.7 has a feature called the Inbound Call Router that fit the bill. By uploading the full set of postal codes in question along with the the local office number where one existed, the client was able to use a component in the Visual IVR Builder to set the correct values needed for each postal code. Routing the call to the local office when one existed, or to the corporate call floor in the case one did not exist or the lines were busy, ensured that callers received care from the correct source while still being able to call the number advertised in the large advertising campaign.
Using the Q-Suite Inbound Call Router, a call center can not only direct the call appropriately, but can also automatically set values that can be sent at the time the call is presented to the agent via the agent scripts built in the script builder. This allows details such as localization data to be sent to the agent as well, improving the caller’s overall experience and allowing the call center to ensure the agent handles the call in the correct manner.