What is Call Routing?
Advantages of Call Routing
Simplified Call Routing SystemYour small business team doesn't have to contend with a complicated set of routing rules. Instead, your business phone systems use a simplified and visual call path to route calls to the correct endpoint. It eliminates the confusion of past legacy phone systems and provides an easy way to organize your communication and customer interaction.
Greater ConvenienceNo matter what business hours you keep, the call routing system works around the clock thanks to features like auto-attendant and the automatic call distributor that connects callers to the right phone extension.
Enhanced MobilityCall routing is part of an advanced, cloud-based VoIP system that provides a way to connect to any phone, device or phone number anywhere in the world. This mobility allows you to include international phone numbers, toll-free phone numbers, and multiple extensions.
CustomizationTo enhance the customer experience, our call routing system offers ways to customize how you configure the call routing settings. You have complete freedom over your call management system to design it how you want for your individual business and unique calling audience.
Why Choose GoTo Connect?
Call routing gets every call connected to the correct endpoint. This feature is also known as the dial plan because it offers a visual dial plan editor and map of all call paths for your company. You'll have the freedom and flexibility to decide where calls go and how to most effectively organize calling options.
Let's say you want to set up your business line to answer after one ring. You can route calls to an auto-attendant, which gives callers several options to choose from. You control those options, so you can really make the experience right for your customer.
Find Me/Follow Me
Find Me/Follow Me provides users with a way to route incoming calls to multiple phones in a specific sequence. This feature allows each user to create a unique call flow and failover for their extension by listing numbers in their user portal. These numbers can include a home landline, work or personal cell phone, or even a spouse's cell phone. Choices include having these routing options ring simultaneously or sequentially as well as the ability to direct the caller to voicemail or another extension.
If a user wants calls to be forwarded to a cell phone while away from the office, then the Find Me/Follow Me feature makes that easy and practically eliminates the risk of missing important calls.
Inbound Call Filters
Inbound call filters allow calls to be routed based on the incoming caller ID. This feature provides a way to quickly get rid of harassing callers such as spammers.
For example, you can opt for these calls to be terminated as soon as they hit your phone system, or the caller can receive a message telling them their number has been blacklisted before the call terminates. It also provides VIP callers with a customized experience with your company, including receiving personalized messages.
Auto-reject allows team members to blacklist a phone number. Once a number has been blacklisted, all calls from that number are automatically rejected. Users can also configure a customized response to the caller from that blacklisted number. Other options include continued ringing with no answer.
If you're being inundated with calls from a merchant services company asking for your business, then you can blacklist the number. This ensures the next time they attempt to call the phone won’t even ring.
Auto-divert enables users to divert calls from a specific number and send them to another person, extension, or dial plan. The feature also provides access to the blacklisting option. The option to direct calls immediately to an extension, bypassing all call options, auto-attendants, and gates (whitelisting), can be easily configured in the admin portal.
This feature is very useful in a case when you are constantly transferring a customer who always seems to call you directly for help, but for whom you might not be the right representative to speak to about their problem. On the other hand, if you’re an executive you can also directly send a specific caller to you, setting them up to bypass the standard gatekeeper steps in an auto-attendant.
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Transfer a call to the appropriate person without losing the caller.
Dial By Name
Find an extension in the convenient dial by name directory.
Have several extensions ring the same phone and even add extra extensions for conference rooms.
See when a second call is coming in while on an active call.
Call On Hold
Place a caller on hold while you transfer them or find an answer.
Forward an extension to any cell phone, landline, or co-worker.
Yes, you can configure the settings. For example, you can set up a phone line to answer after one ring. The call will be directed to an auto-attendant, which can give the caller several options. You can control those options to customize the experience for your callers.
There are many common use cases for inbound call filters. For example, you can eliminate aggressive spam callers and minimize the amount of time your team has to spend handling these useless calls. The custom inbound call filters also let you create a VIP caller experience for specific clients.
Yes, calls can be filtered so that they go directly to your voicemail. This can be done based on options, such as always, busy, failover, or caller ID.
Yes, you can create VIP Dial Plans and use them automatically based on the VIP's caller ID. That VIP will get to enjoy their own custom experience when they call your business phone number.
Only administrators have access to change the call filter. However, administrators may give permission to any user or group of users.