Technical Help File...
More about Intelligent Routing
What is Intelligent Routing?
In the normal course of events a non-geographic number is assigned to just one
land-line number. Call the non-geo number and the phone attached to the assigned land-line number will ring.
However, larger companies have many landline numbers, some specially delegated to sales departments, customer support departments, and, of course, to specific individuals. These may be in one central office, or spread around a number of regional offices.
We could assign a number of non-geographic numbers individually to each of these lines, but this might not suit the business operations of the company concerned.
Enter Intelligent Routing! Instead of our switching centre simply switching the call to one assigned land-line number, it makes a choice of what land-line number to switch the call to based on a number of pre-set conditions.
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Intelligent Routing - Destination Choices
It is up to you the customer to set those conditions. Your basic choices are:
Where did the call originate from? - for example, calls made from locations in the North of England could be switched to your Northern Sales Office, calls from the South to your Southern sales office.
What time of day is it? - for example, calls made in business hours go to Head Office, calls made out of hours go to your emergency desk.
Is the prime assigned number busy? - for example, you may want the call to go to your Sales Manager, but if his line is engaged, the call automatically switches to the Deputy Sales Manager. The system will try a number of lines, and if all are busy, switch the call to a voicemail system.
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Intelligent Routing - Combining Choices
You can also combine all of those basic choices above giving you ultimate flexibility from just one outward non-geographic number. A typical scenario might be a medium size company with two branches who want all sales enquiries to come in on a single 0845 number.
The first choice the switching centre will make is - are we in business hours or not? If we are, it will switch the call to one of two ranges of landline numbers, each range assigned to a particular regional sales office. The choice of sales office will depend on where the call was made from.
Within each regional office range, it will try to connect the call to the first land-line number on its list. If that number is busy it will try the second one, and so on. If it can't make a connection it will switch to the voice-mail line.
If the call is out of business hours, the switching centre will connect the call to a single head-office number. There may be someone on hand to answer the call, or the number may simply offer voicemail or an answerphone service.
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Intelligent Routing - What does it cost?
The cost is based on the number of choices you want our switching centre to make and the number of land-line numbers it has to deal with.
The basic cost structure is a one-off set-up fee plus a routing charge. Because each company's requirements are unique, we don't have a fixed tariff - you should contact us with your requirements.
However, as a guide, a company wanting to switch calls to one number during the day and an alternate number at night could expect to pay a £10 set-up fee.
For the sample scenario above, where there were two geographic destinations, and three number choices at each destination, you could expect to pay a £10 set-up fee and £20 routing fee.
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Contact us:
T: 0845 050 1123
F: 0845 050 1124
E: info@talkgroup.co.uk
Postal Address
Talk Group
PO Box 57
Leeds
West Yorkshire
LS14 1XG
Out Of Hours please ring
Mobile 07771 595363
