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Intelligent Call Routing
Call routing options can support your company’s telecommunications
infrastructure. Ecocall’s’ customers have access to various
call options and when used with our on-line call management tools it becomes
a flexible immediate solution.
Below are some of the solutions available to Ecocall clients:-
Simple Routing Features
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Disaster Plan
As the name suggests, this allows the implementation of contingency
plans whereby in emergencies Ecocall can re-route all calls to a
predefined number ensuring that they not lost.
It is also possible to re-route calls remotely via the web and through
telephone dial-in.
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Time of Day
This allows the planned routing of calls on a time of day basis
such that clients can ensure that they are always routed to the
best answering point dependant on the time of the call.
The most obvious example is ‘out of hours’ answering
when calls might be redirected to an answering facility between
the hours of 6.00pm and 8.00 am.
Similar options available are: Day of week, Specific Date, National
Holidays, Call Ratio
As with Time of day these all allow for the specific routing of
calls based on defined parameters.
This allows clients the opportunity to ensure that at any time calls
will always be routed to the most suitable answering facility or
service.
In this fashion, the advertised or published Non Geographic Number
will always remain constant, but the answering point will vary based
on the parameters set out above. |
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More Complex Call Management
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| Above and beyond simple routing features, there are
yet further features that can be applied to cover other contingencies
or situations, the most common examples of these are:- |
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Pre-recorded Messages
Customers can be forwarded to pre-recorded announcements or voicemails
that are activated after working hours or when the telephone lines
are busy, supporting companies in managing their communications
and at the same time maintaining a quality service.
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Area-based Routing
This is a particularly useful facility that allows calls to be
routed based on the location of the calling party. For example,
a client may advertise one Freephone Number across the whole of
the UK, but would want calls made from the London area to be answered
in London, calls within Scotland in Edinburgh, and calls from the
South West in Bristol etc.
There is a range of routing options that can be considered depending
on the specific requirements of your campaign based around the following
criteria: -
National Plan
City Plan
Regional Plan
County Plan
Postal Plan
STD plan
Exchange Area plan
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Call Divert Options
This is effectively a ‘catch all’ to ensure that even
in the event of an answering facility being busy or not answering,
the calls are re-routed to another pre-defined destination to ensure
that all calls will eventually be presented at a suitable answering
point.
Clients can specify multiple follow on destinations therefore reducing
the chance of a caller ever receiving a busy tone or remaining un-answered.
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Network IVR Functions
The caller can be given numbered options to choose from and upon
pressing the appropriate number on their phone, they are transferred
to a specific answering point.
However, there is nothing more frustrating than calling a company
and pressing multiple option buttons only to reach the wrong person.
This being said, menus can be effective if call routing options
are programmed correctly. At Ecocall, we work with our clients to
ensure that the service designed is a service they would be happy
to use. |
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