Dial patterns help you decide how calls are routed. There are 4 main types of call routing patterns that can be used, depending on your needs.
The following are the routing methods through which you can manage your calls systematically.
- Comma
If you separate the multiple numbers or groups using a ‘,’ the calls are automatically routed to the number or group that is mentioned in the order, one by one.
This will continue to happen until the call is answered by one of the agents.
- Semicolon:
If you separate the multiple numbers or groups using a ‘;’ the calls are automatically routed to the agent who isn’t engaged on a call through the round-robin pattern.
By the Round-robin method, the calls dial to each person, one at a time, progressively moving down the list.
Example: Consider A, B, C are your agents, the call connects to A, then B, and later C. If A picks up the call, then the next call will be connected to B, then C, then A.
- Pipeline:
If “|” is used to separate the numbers or groups, calls will be queued up to agents A, B, and then C, dialing first to A, then B and then to C. This pattern continues until an agent picks up the call. This is optimized for smart dialing.
- Hyphen:
When you separate numbers or groups with a “- “, all the agents will get called at once and connects to the first agent who picks up the call, subject to channel limitation set in the account.
- Mixed Separators
By using a combination of either comma, semicolon, pipe or hyphen, you can build a unique dial method, depending on what you need to achieve.
For example, you would first want to dial the “English 1” group first, followed then by “English 2”, calling these agents in the group, one at a time. If the call is not answered by either of the groups, then it would need to move to “English 3” and dial in round robin method, and if still not answered, move on to “English 4” and queue up the calls for them. If the call is still not answered, then the call should route to “Leads” group and dial all of them at once.
This configuration would look something like below:
Using numbers or Groups:
The Kaleyra Voice application is very versatile and allows you to add numbers in the IVR widgets as well as groups.
A group can be created, which can help group people with a specific set of skills and collectively help route calls to that group easily. Read more about Agent Group Creation now.