Utilizing the Power of "Smart" Call Routing

With all of the cool features available on today’s VoIP phone systems, many people forget the primary reason for having a phone system, which is to route callers efficiently throughout the company. With the increasing use of auto attendant, there is a need to automate the ways calls can be routed.

IPitomy’s “Smart” routing allows you to route calls by including or excluding a number or numbers programmed in the system through expressions. There are many applications for this feature, which can be used in any number of businesses, small and large. The digits can be collected by caller ID or even after the system has answered through the auto attendant.

If a company were to have 3 branch offices for example, perhaps one in New York City, one in Rochester and one in Buffalo, it would be possible to route calls by area code to the appropriate branch office. This ensures that those customers who live nearest to the Buffalo area would rout to the Buffalo office, alleviating the need for an operator to take the time to find out which office they are closest to and then transfer them manually. The phone system can easily be programmed to automatically route calls by the first three numbers of the caller ID.

Many companies have the need to route their customers to an appropriate individual or group based on an ID number, account number, etc. For example, a company may have tiered technical support where a platinum member may route to a different group than a gold member, or can even be queued behind a platinum member. Once the caller rings into the main menu through the auto attendant, the caller would be asked to enter their ID number and they would be instantly routed to the appropriate call group. There are endless scenarios that this function would fit into nicely.

This feature is extremely powerful, and several expressions can built in the system for dynamic call routing, where you can discriminate according to the incoming numbers in great detail depending on your needs. This added feature gives even more depth to an already robust, efficient call routing platform.  Be sure to check out IPitomy’s website for more information on its impressive IP-PBX lineup.