{"id":17230,"date":"2021-03-09T13:00:44","date_gmt":"2021-03-09T13:00:44","guid":{"rendered":"\/gb\/en\/blog\/?p=17230"},"modified":"2023-01-16T17:21:59","modified_gmt":"2023-01-16T17:21:59","slug":"call-routing-faqs-how-to-divert-calls-redirect-and-more","status":"publish","type":"post","link":"\/gb\/en\/blog\/call-routing-faqs-how-to-divert-calls-redirect-and-more\/","title":{"rendered":"Call Routing FAQs: How to Divert Calls, Redirect, and More\u00a0"},"content":{"rendered":"

Call routing is an essential function in thousands of offices, call centres, and customer support hubs around the UK. Without the ability to manage and redirect incoming calls seamlessly, chaos could ensue for many companies that deal with large volumes of phone traffic. But what does call routing mean, and how does it work?<\/span><\/p>\n

In this article, we\u2019ll explain what call routing in telecommunications is, outline our definition of call management, and answer a range of commonly asked questions about RingCentral call routing \u2014 including how to divert and redirect calls.\u00a0<\/span><\/p>\n

What is call auto-routing?<\/b><\/h2>\n

Call routing (or auto-routing) is the process of managing incoming business calls, using <\/span>software that queues and distributes them for you<\/span><\/a> \u2013 also known as an automatic call distribution (ACD) system. When we talk about call management, we are referring to the rules and criteria that dictate how calls are handled.\u00a0<\/span><\/p>\n

There are different types of call routing strategies, so your call management parameters will depend on business needs and the approach you feel will work best for your business.<\/span><\/p>\n

Traditional call routing<\/b><\/h3>\n

Some of the most common traditional call routing strategies include ACD-based, priority-based, and skills-based routing.\u00a0<\/span><\/p>\n

With ACD-based routing, calls are sent to the agent who has been free the longest. Or, if callers are in a queue, the customer who\u2019s been on hold the longest is directed to the next available team member. Priority-based call routing allocates calls to different queues depending on the priority of the caller, meaning a customer support centre could have separate queues for \u2018regular\u2019 and \u2018VIP\u2019 customers, for example.\u00a0<\/span><\/p>\n

With a skills-based routing process, the system uses caller ID to work out if any particular skills are needed to deal with an enquiry, then directs callers towards the person or team best suited to help.\u00a0<\/span><\/p>\n

Intelligent call routing\u00a0<\/b><\/h3>\n

Intelligent call routing, or data-directed routing, takes skills-based routing to the next level. The approaches are similar; they\u2019re both designed to match a caller with the most appropriate responder. However, with <\/span>intelligent call routing<\/span><\/a> the system can leverage different types of caller data, as well as information stored in your CRM software<\/a>, to determine how to best handle a call.\u00a0<\/span><\/p>\n

Although our definition of intelligent routing specifically focuses on calls, this method can be applied to other communications channels and devices, including live chat apps and email.<\/span><\/p>\n\t\t