Route Calls to the Right Teams

Direct Routing helps your business manage incoming calls by forwarding them to the right team, based on custom rules like group strategy, agent availability, or repeat callers.

✅ How to Set Up Direct Routing IVR:

1. Go to the IVR Journey Section
   Start designing the flow from your IVR control panel.
   
   
2. Select “Direct Routing.”
   Choose a welcome message that greets the caller.
   
   
3. Choose the “Call Group” Option
   Select a group (Sales, Support, Billing, etc.) from your pre-created lists.
   
   
4. Set a Call Routing Strategy:
   
   
• 🔁 Random Ringing – Calls go to agents randomly.
  
  
• 🔁 Sequence Ringing – Tries each user in order until answered.
  
  
• 🔁 Repeat Targeting – Reconnects customers to previous agents.
  
  
• 🔁 Least Occupied – Routes to the least busy agent.
  
  
• 🔁 Ideal Ringing – Based on agent performance.
  
  
• 🔁 Parallel Ringing – Rings all, first to answer picks up.
  
  
5. Set Ring Timeout
   Define how long the system rings each agent (15–60 seconds).
   
   
6. Post-Call Actions
   Add automation like follow-up SMS or voice messages after call ends.
   
   

💡 Ideal For:

• Customer support and sales teams
  
  
• Ensuring no lead is missed
  
  

Improving agent productivity