Inbound call routing is a process used to direct incoming voice calls to the most appropriate destination or agent within an organization. The goal of inbound call routing is to ensure efficient and effective handling of incoming calls, improve customer service, and streamline communication processes.
Phone numbers are associated with inbound services for routing purposes. The inbound services route and/or blend the incoming calls based on call flow and the specified routing settings. Through the use of routing settings such as Service Groups, Agent Teams, and Agent skills, calls can be blended and routed to specific agents logged into the LiveVox platform.
Navigate to the links provided below for more information on Inbound Routing.
Preferred Routing and Agent Skills: Preferred Routing specifies the routing method and the overall routing framework. Agent Skills allow the user to further narrow call routing to subsets of agents for specific routing purposes.
Changing Inbound Call Center Hours: Inbound hours can specify different call flow actions during operating hours and non-operating hours.
Contact Flows: Users can design individual/custom call flows to meet specific routing needs and options.