An organization may require the ability to route incoming calls directly to the relevant departments. To do this you can use several routing methods:
- IVR – Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients. If you have ever heard “Welcome to X company, dial 1 for Y or dial 2 for Z” that is an IVR
- DID – Direct inward dialing numbers (DIDs) are virtual numbers that allow you to route calls to your existing telephone lines. DIDs were developed in order to be able to assign certain employees a direct number, without requiring multiple physical phone lines. Your call goes directly to the extension every time.
- RING Strategy – Ring Group or Queue. A ring group is a group of extensions that ring when calls route into your phone system, generally ringing at all extensions, round robin or next available. Queues are service level designed ring groups that allow agents to sign in and out of a queue and managers to monitor queue metrics.