Business support

Updating a percentage-allocation routing plan

In Control Center, you can change the percent of calls that are being routed to different locations. For example, if you currently route inbound traffic to call centers in Colorado, Arizona, and Virginia, you can change the routing to split the volume between only Colorado and Arizona.

To update an existing percentage-allocation routing plan:

  1. Click the Inventory tab, the Inventory Services subtab opens. 

Control Center displays a list of all services assigned to the accounts under your enterprise ID. If you have more than 10 services, you can view the rest of your services by clicking one of the blue linked Show numbers at the top of the list or you can click the blue down arrow at the bottom of the list to add 10 services at a time to the view.

  1. Search for the service in one of these ways:

    • Sort your services using the Sort by… list (e.g., Service Type). You can toggle between descending and ascending order using the arrow to the right of the Sort by… list.

    • Filter your services by selecting an option from the View All (Default) list.

    • Search for a specific service (by service type, account, etc.) using the Search by… field and search box. (To search using multiple search criteria, click Advanced Search, then fill in your search criteria and click Apply Search Filters. When you're done, click Close Advanced Search.)
  1. When you find the service you want to update, click the blue arrow on the right of the line for the service, the Details section opens.
  1. From the Call Plan More Actions list, select Edit Call Plan.
  1. Make your changes by doing any of the following:

    • To remove the percentage allocation entirely, click the light blue bar, then click Delete Feature.

    • To remove one of the percentage features (e.g., to only route calls to two locations/numbers in the example above), click the light gray bar for the rule, then click Delete Rule.

    • To change the percentage of calls going to the number, do the following:

      1. Click the light gray bar for one of the rules.

      2. Scroll to the Routing Criteria section.

      3. Make your changes, then click Update.
    • To change the terminating number or the terminating route type (e.g., switched or dedicated) for one of the rules, do the following:

      1. Click the light gray bar for the rule.

      2. Select either the DED (dedicated trunk) or SWI (switched ANI) radio button.

      3. ,Select a trunk/ANI from the ANI list.

      4. If you don't see the trunk/ANI you need, click the ADD ANI TO THE LIST button, fill in the fields, and click Add.

      5. Scroll to the bottom, then click Update.
Note: Your percentages must add up to—and cannot exceed—100% and you  must use whole numbers: 50% rather than 50.33%.
  1. When you're done making changes, click Save Changes (at the bottom of the Details section).
  1. Enter a date and time for when you want the new routing to activate, confirm the time zone, then click Submit.
Important: We recommend you schedule your call plan an hour before the activation time. After it has been scheduled, you are unable to edit the plan. If you want to make changes after the plan has been scheduled, you need to wait until the changes go into effect and then you can change it.
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