Business Support

Creating a percentage-allocation routing plan

If your toll-free traffic flow consistently needs to be redirected to different locations, use the percentage-allocation routing feature to automatically send your inbound calls to where you have the staff. For example, if you have call centers in Colorado, Arizona, and Virginia, but your largest support team is in Colorado, you can set up a rule to divide where calls are sent, such as 50% to Colorado, 35% to Arizona, and 15% to Virginia.

To route call traffic based on percentages:

  1. Click the Products & Services tile, then click the Inventory subtile. 

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

  1. Search for the service you want to route call traffic 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 the 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 route call traffic for, click the green 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. Click the down arrow on the right of the global default (dark gray) bar, then click Add New Feature.

  2. In the pop-up window, select Percentage Allocation from the Select Feature list, then click Submit.

  3. If the Confirm Feature ADD/Delete window appears, click Accept.
  1. Click Add Rule.

    From here, you're creating a rule to tell the system what to do when someone calls a certain phone number. 

  2. In the Terminating Route Type section, select the button for either DED (dedicated trunk) or SWI (switched ANI)—depending what kind of number you want to route—and then select a trunk/ANI from the ANI list. (If you don't see the trunk/ANI you need, click ADD ANI TO THE LIST, fill in the fields, click Add, then select the number from the list.)

  3. Scroll down, type the percentage of calls you want to route to that number, then click Update.

    You must use whole numbers for the percentages (e.g., 50% rather than 50.33%).
  1. You must allocate 100% of your traffic. Repeat steps 6–11 until your total percent adds up to 100.

  2. When you've accounted for all your traffic, click Update.
  1. Click Save Changes.
  1. Enter a date, time, and confirm the time zone, then click Submit.
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