How to Enable Inbound Call Routing

Objective

The purpose of this article is to provide information to Outreach Admins in setting up Call Queues and IVRs (Interactive Voice Response) as a part of Inbound Call Routing. The Inbound Call Routing feature set allows inbound calls to be distributed evenly amongst a group of Outreach users. 

Applies To

• Outreach Admin

Before You Begin

• This feature requires Outreach Voice
• IVRs can be configured to allow callers to self-route to the correct queue
• Calls can be distributed evenly to a group of users
• Please note that this is not meant to be a contact center replacement. This feature does not have advanced contact center features like in-depth reporting or advanced routing methodologies.
• This feature is only available for desktop and not available for mobile app. 

Procedure

This is an advanced inbound call routing system which includes call queues and IVRs allowing calls to be distributed amongst a group of Outreach users. 

1. Access the Outreach Platform. 
2. Go to Administration
3. Under Tools, select Calls
4. Select the Call queues & IVR tab.

Call Queues

Call Queue list

The call queue list contains all of the queues configured for your organization. The following information is shown:

• Call queue name
• Status
  • Inactive – If callers are unable to be routed to this queue, it will show inactive. To change to active, the call queue must be reachable by callers (assigned to an IVR or have a number assigned to it), and have call routing properly configured
  • Active – Callers are able to access this queue. Note: If an active call queue becomes inactive, admins will receive a notification that callers are no longer able to access this queue
• Edit
• Delete
  • Note: You are unable to delete a queue if an IVR currently routes to it. You need to remove the routing option from the IVR first.

Creating a Call Queue

1. From the Call Queue list, click on the `Create call queue` button in the top right. This will launch a creation wizard walking you through the following setup steps:

2. Enter a call queue name

   Note: Call queue names need to be unique

3. Choose a `Purpose`. Note: choosing a purpose will impact the available fields for the rest of the call queue creation process. 

4. Set Queue greeting. If using operating hours, you can select the time zone of the call queue, as well as the days and times
5. Wrap Up Time.
   • If configured, users will not automatically have their status updated to `Available` as soon as a call finishes so that they have time to log their current call. Once the wrap time expires, the user is automatically put back to `Available` and can receive another call.

6. Call recording.

   If set to yes, all inbound calls to this queue will be recorded. Note: If this setting is enabled, we suggest that your greetings inform callers that the call is being recorded

7. Users.

   Select users to add to the call queue. Once added to at least 1 call queue, users will be able to update their availability status in the top right of Outreach

9. Choose your routing options. If using operating hours, you have 4 options.

   During operating hours:

After operating hours

10. Hold Time

    Allows for configuration of how long a caller can stay in the queue. If a caller reaches the max hold time with no users answering, they can either be routed to voicemail or forwarded to another phone number. This can either be another Outreach number or an external phone number. Voicemail and forwarding numbers are configured later.

11. Assign phone number 

    Allows for purchase of a new phone number, or to assign an existing Outreach number. If this phone number is called, it will route directly to this queue. Note: if a number is currently assigned to a user, it can be reassigned to this queue. All future inbound calls will route to this queue and not to the previous user.

12. Call forwarding 

    If call forwarding is selected as a routing option, the number entered here will be used for any call forwarding that may occur for this queue

13. Voicemail 

    If voicemail is selected as a routing option, this voicemail greeting will be used for any call that reaches voicemail for this queue

How to configure IVRs

IVR list 

To access the IVR list, select the `Interactive Voice Response` button near the top of the screen when on the `Call queues & IVR` tab. Much like the call queue list, the IVR list contains all of the IVRs configured for your organization. The following information is shown:

• IVR name
• Status
  • Inactive – If callers are unable to be routed to this IVR, it will show inactive. To change to active, the IVR must have a phone number assigned as well as at least 1 active queue assigned to a key press.
  • Active – Callers are able to access this IVR.  Note: If an IVR becomes inactive, admins will receive a notification that callers are no longer able to access this IVR
• Edit
• Delete

Creating an IVR

1. From the `Interactive voice response` list view, click on the `Create IVR` button in the top right.
2. Enter an IVR name

3. Assign phone number

   Allows for purchase of a new phone number, or to assign an existing Outreach number. If this phone number is called, it will route directly to this IVR. Note: if a number is currently assigned to a user, it can be reassigned to this IVR. All future inbound calls will route to this queue and not to the previous user.

4. Routing Rules

   Allows for assignment of existing call queues to different keypad values. Call queues can only be assigned to one IVR at this time. 

5. Greeting

   This is the greeting that is played when a caller reaches this IVR. Be sure to include all routing options so that callers can select the correct queues.

Additional Information

Frequently Asked Questions

Q: How do call queues interact with call waiting?

A: If a user receives an inbound call to their direct number while in a call from a call queue, they do not receive a call waiting notification. The caller would go directly to the user’s voicemail (if configured)

Q: Can users receive a call queue call while on another call that is not a part of the call queue?

A: No. The user's status will be changed to “busy” and they will not be offered a call through a call queue. 

Q: Can I use a personal device to receive inbound call queue calls? 
A: No. Personal devices may inadvertently cause calls to be routed to a user’s personal voicemail and are thus not supported.

Q: Can I use call forwarding from my user voice settings in conjunction with an inbound call queue?

A: No. User based Call forwarding is not supported with call queues

Q: I’m a user in an active queue, but I can’t set my status available. Why?

A: To be able to set your status to available, users must have their inbound call routing set to “computer” in their user voice settings. Users are also unable to use the “call forwarding” user voice setting

Q: Are multi-level IVRs supported?

A: Not directly. However, it is possible to route from an IVR to a queue. That queue can be configured to route to a phone number that could be assigned to a different IVR. 

Q: Are there any additional reports available which show call queue activity and/or performance? 
A: No. We are not planning on releasing any additional reports for call queues. If call queue reporting is important, please file a feature request with your account team