How to configure incoming call routing in the Contact Center app?

The Contact Center App of Apptivo enables you to set customized call paths for the incoming calls according to your business needs. This will prevent multiple call routing and ensure an instant solution to customer queries.

Steps to configure incoming call routing

• Log into your Apptivo account and navigate to the Contact Center App. In the Contact Center App, select Settings from the App Header.
• Go to Contact Center → IVR from the left navigation panel of the Settings page.

• The phone numbers available in your account will be listed.
• Select the phone number in which you want to configure the call routing.
• On the Configure IVR page, you can set a friendly name and the call path execution flows.
• Apptivo allows you to set two types of call routing in the Path Type field. They are :

• Simple Forward
• Standard Tree

When Call Type is Simple Forward

On selecting the call type as Simple Forward, you can provide the forwarding phone number here and save the path. For instance, when a customer places a call to your Nexmo phone number, the call will be automatically forwarded to the phone number provided here.

When Call Type is Standard Tree

The Standard Tree enables you to customize the routing flow. The IVR setup ensures easy routing of calls within your business. On selecting the call type as Standard Tree, you can add a message for the incoming call.

In the Call Handling Rules, you can set the call tree and route the call directly to the concerned employee or team.

Messages: You can convert your text to speech at the start of the call. The entered message will be converted to speech and conveyed to the caller.

Call Handling Rules: In the call handling rules, you can decide the call flow when the call reaches your business or the contact center.

• Select Add Rule to initiate the process to enable the call handling rules.

User Action

The caller can press a number → The caller has the option to choose numbers between 0 and 9 along with “*”, “#” according to the IVR setup.

Routing Profile

You can choose to whom the call has to be forwarded. Apptivo allows you to perform a number of routing.

• Route to Employee: Forward the calls to an Employee by clicking (+) to add a particular employee.
• Route to Team: Forward the calls to a Team by clicking (+). Anyone from the team can answer the call. Click here to know more.
• Round Robin: When the configuration is Round Robin, the calls will be allocated automatically to the employees based on the idle time.
• Forward To: Forward the call to a particular number.
• Hang Up Call: On pressing a particular number, you can decide to hang up the call.
• Insert Nested Rule: Creates sub-IVR for a particular number by using the Nested rule.
• Voice Mail: Allows users to add a voice message that the caller will receive on selecting the voice mail number. Click here to know more.

Call Properties

You can determine the properties of the call using the Inspector tab. Consider a routine set to transfer the call to an Employee.

Start of Cycle

End of Cycle

• If the call is not answered, then you can either set up to disconnect the call or add a message.

Message

• If the message feature is disabled, then you can configure asking to just send a voicemail or add the call in the queue for a callback.
• If the message feature is enabled, then you can send a message using the Text to Speech Converter. You can also configure asking to send a voicemail or add the call in the queue for a callback.

• On clicking save, the changes will be updated.

Related Link:

• Round Robin
• Routing Setup for Outgoing Calls
• Adding Phone Number in Apptivo