We want you to get the most out of your toll-free service by using the routing features. In most cases you’ll use a combination of these features to build out call plans. Call plans help direct calls, so you can best serve your customers.
Time-of-day routing—route callers based on the hour of the day. For example, in the morning you send callers to your Florida office and in the afternoon route them to your Portland location.
Day-of-week routing—route callers to a different number on certain days of the week. For example, on week days have inbound calls go to your headquarters sales department and on weekends send them to your regional sales office.
Day-of-year routing—route callers on specific days of the year—this is especially helpful if you're closed. Use day-of-year routing to route traffic on Christmas, Mother's Day, Easter, or a custom day you create.
Geographic routing—route callers to a different number based on location. For example, if you're a national organization that wants to emphasize you're locally operated, you can route calls based on geography. Calls from Tempe, Santa Barbara, and Madison come into the same switched, toll-free number, but based on the routing criteria you've created, the Tempe and Santa Barbara customers are routed to your California call center. And the Madison calls are answered by your Chicago staff.
Use a combination of routing features to build multiple call plans. In case of an emergency, you can also have up to twenty alternate call plans per toll-free number so you can redirect calls in case of an emergency or as your needs change. You can set up these plans in advance by making them as simple as a single, dedicated route or as complicated as an application with several linked routing features. For example, during hurricane season in North Carolina, you create an alternate call plan that lets you redirect those calls to your Ohio office.
Direct trunk overflow—during peak traffic, you want your callers to talk with someone, not get a busy signal. The trunk-to-trunk feature pushes the call from trunk to trunk. Direct trunk overflow helps ensure callers terminate with a direct inward dialing (DID)/automatic number identification (ANI) ring-to number.
Termination numbers—callers can terminate to a dedicated trunk group or a switched direct inward dialing DID/ANI.
Busy ring no answer—if the line is busy, or goes unanswered, callers are sent to another location. You can use the default feature setting (fifteen seconds), but you can customize anywhere between two and sixty seconds. The final overflow destination can have direct trunk overflow if it's dedicated. Switched and dedicated locations can be placed in any order of the route sequence. Callers hear "please hold while we try another number" before they're transferred.