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 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 update 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.)

  2. 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.

    In the example below:

    • The default call plan, designated by a dark gray bar, is known as the global default.

    • Percentage allocation routing, designated by a light blue bar, is known as a feature.

    • Three separate locations/numbers, each designated by a light gray bar, are known as rules.

    • 50% of calls go to a number in Colorado, 35% of calls go to a number in Arizona, and 15% of calls go to a number in Virginia.
  1. From the Call Plan More Actions list, select Edit Call Plan.

  2. Make your changes by doing any of the following: (Remember that your percentages must add up to—and cannot exceed—100%.)

    • 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, click the light gray bar for one of the rules, scroll to the Routing Criteria section, 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, click the light gray bar for the rule, select the button for either DED (dedicated trunk) or SWI (switched ANI), select a trunk/ANI from the ANI list, scroll to the bottom, then click Update. (If you don't see the trunk/ANI you need, click ADD ANI TO THE LIST, fill in the fields, and click Add.)

Note: You must use whole numbers for the percentages (e.g., 33% rather than 33.33%).

  1. Scroll to the bottom of the screen, then click Save Changes.

  2. Enter a date and time to schedule when you want the new routing to activate, then click Submit.