Smart routing blends powerful IVR technology with Salesforce to route callers to the best agent based on Salesforce data like Contact, Lead, Account, Case or Opportunity owners. Imagine being able to connect callers automatically to the agent that is managing a callers case instead of routing them to the standard support queue. Smart routing reduces average agent handle time, boosting call center productivity while delivering an unmatched customer experience.

Smart Routing Conditions

To enable smart routing, a PhoneIQ admin must access the call flow builder interface and drag and drop the corresponding call flow applet into the call flow builder and then click "edit". The admin will be able to add one or multiple conditions by clicking the option “Add new condition”. The condition is composed first by a callerID check, PhoneIQ will try to match the incoming caller ID to an existing: Contact, Lead or Account based on the option selected and if a match is found, the call will be routed to the Salesforce object owner. By enabling the agent availability check option, PhoneIQ can check if the agent is available or busy before routing the call to them, and if the agent is unavailable the admin can select an alternative routing option.

No Match Condition

If the caller doesn’t match any of the conditions selected, administrators can add a no match condition that will:

Dial: Route the call to another endpoint (call  ow, queue, ring group or user).
Play: Play an audio file.
Hangup: End the call.

Did this answer your question?