Conditional Call Routing (CCR) allows admin users to define routing logic for incoming calls. This feature ensures that calls are directed to the appropriate extensions based on configurable rules. The initial release supports routing by CRM Role and provides tools for managing CCR profiles, settings, and destinations.
Accessing CCR
Navigate to CRM > PBX > Conditional Call Routes
Adding a New CCR Profile
Click the Add button.
A pop-up form will appear requiring the following fields:
Name: Provide a descriptive name for the CCR Profile.
Enable: Use the toggle switch to enable or disable the CCR Profile.
Rules: Select the routing logic (currently supports Route by Role).
DIDs: Use the search field to locate and assign destination phone numbers by entering at least two digits.
Description: Enter additional notes or details about the profile (optional).
Click Save to finalize the CCR Profile.
Users can filter by Keyword.
Automated Settings
Additional settings are managed automatically by the CRM in the background to ensure scalability and prevent misconfigurations.
Routing Logic
The system routes incoming calls based on the assigned CRM role of the app owner.
Example: If a CRM User assigned to the app has the role of Sr. Advisor, incoming calls to the associated DID are routed to that user’s extension.
PBX Integration
Request Parameters: PBX sends the caller’s phone number and the number they dialed.
Response Logic:
Match Found: CRM returns the appropriate extension based on the assigned role.
No Match: PBX handles the call independently.
Real-Life Use Cases
Client Routing: Route calls from existing clients to their assigned employee.
State-Based Routing: Direct calls from specific states (e.g., California) to relevant departments.
Marketing Source Priority: Automatically route calls from expensive marketing sources to top-performing agents.
High-Value Customers: Route high-value customers to the best customer service agents.