Caller Based Router
Route a call based on Caller details
Introduction
The Caller Based Routing skill enables a Smart App to take a call and route it based on the caller's number. By configuring Routing Rules, the Smart App will be able to implement several use cases, like:
when a number starts with +49, route it to our German speaking department
when a caller called before, route it to a second line department
when a caller never called before, route it to our new-customers-department
route the caller to a predefined department based on a tag set in the CRM
etc
Getting Started
Channel Requirements
Phone The Caller Based Router will route the call to a specific extension or phone number based on the caller's details.
Installation Process
The bot requires no extra information to get started.
Using the Caller Based Router App
App Settings
To be able to use this Smart App there are two configuration items to configure:
Fallback number
Routing rules
Fallback number
In the content section of the Smart App, click on the "Fallback number" page.
Now configure the extension or phone number this Smart App should refer to when none of the Routing Rules apply based on the incoming number. This way, a phone call never gets lost, even when you missed to configure a rule.
Routing rules
Click on Routing rules in the content section of your Smart App in order to define the rules that should apply.
Click on the Add rule button to add a new rule.
Select the Type
Fill in the specific details needed for this type, like the number in case of the "number equals" type
Fill in the target number to which the call should be routed (this can be an extension or queue too)
Optionally add a tag that should be set in order to measure the amount of times this rule applied in your Smart App in a time period
Routing Rules
The following rules are supported:
Number equals
the caller's number equals the configured number
+316123456789
Number starts with
the caller's number starts with a given pattern
+49
Anonymous caller
no phone or extension number is available in the call details
Returning contact
this contact called before with this number
New contact
this contact has never called before with this number
Number in the list
the number is included in the given list of numbers
101, 102, 103, 104, 105
Custom condition
the caller's details match a given custom condition
has tags [vip] [customer]
Custom conditions
The routing rules described in the table above are quite straight forward. However the last one, custom condition, requires a bit more explanation. It uses the Flow Conditions option to let you define a custom condition based on multiple expressions. This way you can base a rule on certain variables (user fields) and/or user tags.
The ability to configure a custom condition allows for more complex use cases. For instance, using the REST API contacts endpoint or by uploaded a CSV file with your customer data, it is possible to feed the DialoX CRM with your customers. You can use specific user fields or tags to indicate certain customer attributes, like: which department they belong to, their customer number, their region or location, etc. Based on this information you can then configure routing rules.
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