Advanced Call Routing

For a customer, the ideal experience is reaching the right person who can help them as quickly and easily as possible. The AltiGen system allows employees to be grouped by skill to receive calls, and can recognize and route calls based on who is available to receive them.

While this capability is very advanced, the complexity is completely hidden from customers calling in, and the employees using the system. It allows your company to significantly reduce transaction times, increase transaction volumes and increase revenues associated with customer calls.

Calls Can be Automatically Routed Based Upon:

• Caller ID- Can route based on partial or complete caller ID.
• DNIS (Dialed Number Identification Service) Use unique direct dial numbers to identify and route calls.
• Digit Collection - Caller can be prompted to enter numbers, which are then collected and used for routing the call.
• Schedule - Routes calls differently based on time of day.
• IVR/Auto Attendant Selection AltiGen includes unlimited levels to allow a caller to select information and be routed accordingly.

Call Router is a call-handling tool for AltiGen VoIP phone systems that uses the AltiAdmin Auto Attendant and the Data Directed Routing (DDR) features to match incoming trunk call data against existing customer records that you build using the Basic Call Router GUI.

The Advanced Call Router provides the added ability to use wildcard variables in defining route rules. In addition, it can also be integrated with a SQL database as the data source for the route rules.

Routing can be based on specific "IF-Else" logic statements as defined in Call Router's routing "rules.":

• Caller ID
• Caller Entered Digits
• IVR Data
• Form Data
• DNIS

Advance Call Router is also capable of informing callers of their position in a workgroup queue with its Queue Announcement feature built on algorithms of number of calls in queue and average wait time.