Call Router is an intelligent call routing system that uses caller
information and schedules to automatically route calls to a particular
person, call group or automated application.
Call Router utilizes Caller ID or customer information to identify each
call and to quickly route it to the person or group best suited to
service them. Callers can also be prompted to input identifying
information such as an account number, serial number or phone number to
assist in routing the call. The caller's information is entered into the
Call Router database, which stores the information for each caller. The
database can store more than 1,500,000 entries, easily managing
virtually any routing application. Call Router can also draw and store
caller information from any ODBC-compliant database.
Call Router efficiently routes calls even when your business is closed.
Using schedules based on time of day, day of week or date of year, Call
Router gets after-hours, weekend and holiday calls to the appropriate
destination, alerts an on-call person by pager or transfers a call to an
alternate phone number without having someone working 24 hours a day to
answer phones. Schedules also help in routing calls during heavy call
periods, breaks and lunches by forwarding calls to other destinations or
directly to voicemail.
The Auto Learn feature allows Call Router to recognize multiple
telephone numbers from the same company and to change the Caller ID
information to the main company number or an account number in the Call
Router database. By doing this, the number of successful screen pops is
increased. A name can be added to Caller ID information for easy
identification by the answering party. Call Router prompts the incoming
caller for additional information and presents that new information each
time a call is received from the original telephone number.
Router's intelligent routing saves time and money and improves customer
service by automatically routing callers to the appropriate destination.