SkillsSmart Routing
Smart routing for inbound calls: the call reaches the right employee on its own. Rules by number prefix, incoming line, hours and weekdays, VIP status, an open deal, the source, the funnel stage or a number from the database. If nobody answers, a fallback step sends the call to a department, a queue or an external number. No limit on the number of rules.
- VIP → senior managerVIP customer
- Out of hours → on dutyhours 19…9
- Open deal → account ownerHas an open deal → To the responsible manager
No answer in 20 s — the call goes to the sales department
Routing rules: an inbound call goes to employees, the responsible manager, a department, a queue, Auto-dialer operators or an emmyplant flow. Conditions: number prefix, incoming line, hours and days of the week, VIP, an open deal, lead source, pipeline stage, “number is in the database”. For outbound — line choice by number and backup lines. Priority-ordered rules, no code.
Inbound calls land on everyone at once or on a single duty person: a customer from another city waits, a VIP reaches a newcomer, a call about an open deal goes to the wrong manager. Who should call whom rests on agreements, not on the system.
A call goes straight where it should: a regular customer to their manager, a regional call to the right team, after hours to the duty person or an emmyplant voice flow. Rules are set once and work on their own.
What you get
- Conditions: number prefix, line, hours and days, VIP, open deal, source, stage, “number is in the database”
- Direct to an employee, a team or a queue
- Outbound trunk choice by number prefix
- Priority-ordered rules: the first match wins
- A fallback step if nobody answered: to a department, a queue or an external number
- Backup lines: if the main one is down, the outbound call goes through the next
How to connect
- 1Enable the skillEnable “Smart Routing” in the Marketplace. The section is “Contact center → Telephony → Routing → Smart Routing”.
- 2Define the rulesBuild the conditions (number, time, VIP, deal, source, stage) and where to route. Set the priority.
- 3Set a fallback stepIn the “If nobody answered” block, specify where to send the call. A rule with no conditions at the bottom of the list catches all other inbound calls.
- 4Test on a callCall under different conditions and confirm the route fires as intended.
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