March 2nd, 2012
Virtual PBX® pioneered ACD queuing for virtual phone systems, and is still way ahead of the competition. ACD queues are used when the caller wants to reach a business function, such as sales or customer service, instead of an individual. Usually, these callers won’t have a name, they just have a need.
However, some businesses want to route calls to an extension or ACD queue that is not a standard business function. This is where SelectRoute™ comes in.
SelectRoute offers call routing capabilities beyond the standard routing features offered by ACD queues. Instead of simply routing the call to the next available agent or a generic queue, SelectRoute routes the call based on direct user input that specifies how the call is to be handled so the call is routed to the correct agent.
Our SelectRoute option lets you route calls automatically based on a wide set of user inputs up to nine digits in length. Ask the user to spell out a product name, a company name, or an account number. The possibilities are limitless with Virtual PBX.
Below are common types of instructions that SelectRoute can support:
- Route calls by geography: Area code & zip code– Route calls by NPA (Area Code), NPA-NXX (Area and Exchange Codes), Zip Code.Have multiple store locations or franchises seamlessly route calls to a single phone number by area code or zip code to the nearest location.
- Menu Routing – Route calls by menu selection
- Custom Routing – Route calls according to your own defined needs. We’ve had clients route to different queues or extension based on the caller entering a model number or a product name.
You can even combine these call routing types to form customized routing to provide the best customer service and to enable your business to operate at optimum efficiency. They can also improve your businesses cost performance by increasing agent utilization and productivity.
A typical business often handles a variety of call types, each requiring a specific skill. The traditional method of reassigning agents with multiple skills to different queues at different times of the day in order make best use of their skills is inefficient.
Virtual PBX and SelectRoute alleviate this problem and enables your business to automatically route calls to the right agents, at the right time regardless of where the agents are located.
With SelectRoute you can even have custom greetings such as “To find the store nearest you, please enter your 5 digit zip code now”. Your caller enters their zip code, and your Virtual PBX system will route them to the appropriate extension or queue. It’s that easy.
But what if the caller enters the wrong information? Don’t worry. We have that covered. In this case, SelectRoute will route the call anywhere you choose, so your caller still gets help even on a bad data entry.
SelectRoute by Virtual PBX will help you create the best custom call routing system designed to fit your needs and send your callers to the right people quickly and easily every time. For more information, please contact our Support team, or call us at 888-825-0800.