Call routing soltuions

Call routing is a family of solutions used to control where, when and how many calls are distributed to multiple locations. Specifically, the call routing products have been developed to help your company answer every call quickly and effectively.

Treating every customer as an individual and not just the next caller can be addressed through effectively managing the number of calls to a particular location. Inbound calls can be routed in the following ways:

  • Divert Plan: diverts calls when the target number is engaged
  • Ratio Plan: ratio distribution of calls to multiple target numbers
  • Time/Day/Date Plans: automatic call routing during selected periods
  • Zone Plan: automatic routing of calls based on geographic locations

Divert Plan

Divert Plan helps you handle the overflow of calls that your business receives from an advertised number. Divert plan automatically recognises when your target number cannot answer the call and re-routes it from the initial target number to a maximum of 4 other, pre-determined, divert numbers. The system automatically re-routes when:

  • The line is engaged
  • The call has failed
  • There is no answer
  • The network is congested

Evocal's Divert Plan will handle all your calls quickly and effectively, taking the stress out of customer services. You will never miss a call again.

Ratio Plan

When your business has more than one office, controlling the number of calls to each location is a common problem. Evocal have developed Ratio Plan to automatically route incoming calls to a number of locations distributing them according to predetermined percentage ratios.

For example:

Your company advertise one customer services phone number, office A has 75 call centre staff, office B has 25 call centre staff, Ratio Plan will route 75% of calls to office A and 25% of calls to office B.

Managing the number of calls an office receives help relieve pressurised staff, allowing them to provide a better service to your customers.

Time/Day/Date Plans

Totem's Time/Day/Date plan automatically routes calls to different targets according to customer defined periods. With the Time/Day/Date plan calls are routed to different target phone numbers depending on the time, day or date.

For example:

Office A is open from 08:00 - 17:00 and office B is open until 20:00. During normal office hours the calls are distributed evenly between the two offices. After 17:00 all calls are diverted to office B.