Live Call Routing

​

Overview

Live Call Routing offers two options for handling urgent incidents: calls can either be routed instantly to the on-call team member for immediate response, or directed to a voicemail where the message is logged and the team is alerted. This flexibility ensures that critical issues are managed effectively, whether they require immediate attention or can be addressed shortly after.

​

Configuring Live Call Routing

To create a new routing number in the web app:

1. Navigate to On-Call tab —> Live Call Routing Tab and click + New Routing Number.
2. Choose between Route to Voicemail or Connect Live

​

Route to Voicemail

Selecting route to voicemail will route calls directly to voicemail for message logging and reviewing

​

Number Tab

• Give your new routing number a Name (required)
• Select a Country (required)
• Select a Number Type (required)
• Once saved you will see Your Number appear

​

Routing Rules Tab

• Define Who do you want to page? (required)
• Sent an Alert Urgency (required)

​

Greetings Tab

• Add a greeting message for How would you like to greet your caller?
• Click Create Routing Number

​

Connect Live

Selecting connect live will connect the caller live to an on-call team member for immediate response.

​

Number Tab

• Give your new routing number a Name (required)
• Select a Country (required)
• Select a Number Type (required)
• Once saved you will see Your Number appear

​

Routing Rules Tab

• Define Who do you want to page? (required)
• Sent an Alert Urgency (required)
• Under Advanced Settings
  • You can choose to Redirect the caller to voicemail if there has been no answer after X amount of time
  • Toggle on Allow the caller to go directly to voicemail to add an additional prompt after the greeting to allow the user to choose to go to voicemail or be connected live.
  • Choose how quickly you want to Escalte to the next Escalation Policy after X amount of time
    • This will override the length of time between levels on your escalation policy since most users want a faster escalation since it is a live environment.
  • Choose to Auto-resolve the alert when the call ends

​

Greetings Tab

• Add a greeting message for How would you like to greet your caller?
• Set Waiting music
• Add a Voicemail prompt
  • This will be the message that is played when the caller is sent to voicemail
• Click Create Routing Number