After setting up your account with a number, you need to assign a set of instructions for making and receiving calls. This process is called Call Routing.
Call Routing is a feature in CallSwitch One that directs and manages incoming calls based on predetermined rules. Advanced Call Routing strategies can include IVR (Interactive Voice Response) Call Menus, Call Queuing, Conference Bridges, Voicemail and other routing modules, which enhance the inbound call experience. Effective Call Routing helps manage the flow of calls to your staff, improving customer service and speeding up call resolution times.
To create your first Call Route, follow these steps:
- Navigate to the Voice Tab
- Select Inbound Settings
- Click on Routing
- Choose Add Call Route
Start by giving your route a nickname. Choose something easily recognizable so you can quickly understand its purpose.
Once you have given your route a nickname, you can begin to add Routing Modules. These are on the left-hand side of your screen and can be drag and dropped into your call route.
The routing modules can be placed into the call route and customise these in the settings.
If you select ‘Send call to user/group/external number’, you can click/type the user to who you want these calls to be directed. You can also set how long the call will ring, giving you enough time to answer it. The default for this is 30 seconds but it can be changed to as long as you like. If you would like it to ring for less than 30 seconds then we would suggest a minimum of 15 seconds so it gives the call time to connect over VoIP.
You can also change the calling tone that is heard by the caller by uploading your own audio file, but the standard one works just as well!
After this is done, you will need to assign the route to one of your numbers and finally hit 'save'.