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Phone Routing Call Forwarding Options

Phone Routing Call Forwarding Options

  Please note:  Anyone forwarded by Instant Customer will have their phone number added to the subscriber list, and will receive your SMS auto responders. 

You can use call forwarding and extensions to:

  • Transfer a caller to a different phone number
  • Add a caller to another campaign
  • Transfer a caller to another campaign
  • Play an audio file

Call Forwarding - Call Routing

Routing options

1.  How do you want to transfer the call?

  • Auto route at the beginning of the call
  • Callers must press 1 to route call

2.  Route call to: 

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Set up automatic forwarding of phone calls

  1. Go to Campaign > Edit > Opt-in Channels > SMS / Voice tab
  2. Turn ON Routing Options.
  3. Select "Auto route at the beginning of the call"
  4. Enter in phone number.
  5. Save and Exit 

Set up simple forwarding by pressing 1

bulb_dim.png  Please Note:  Call forwarding is not enabled unless a custom greeting is uploaded, because otherwise customers do not know they need to press 1 to be transferred.

  1. Record a greeting that instructs subscriber to Press 1 to be transferred and upload the file to the Media Center.
  2. Go to Campaign > Edit > Opt-in Channels > SMS / Voice tab
  3. Turn ON Routing  Options.
  4. Select "Callers must press 1 to route call"
  5. Enter In Phone Number
  6. Go to the Greeting tab > Turn ON  "Replace default message with your custom recording" > Select "Choose a file from your existing audio files on Instant Customer" > Select the call forwarding greeting from the drop list.
  7. Save and Exit

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bulb_dim.png  Please Note:  IC can only track length of the call if it stays within our providers system. Once the call leaves our providers system we can not track the length of the call.  Any displayed call time duration is the time it takes for our system to receive a call completed ping from our provider.  Sometimes this ping is never sent therefore there is no available information .

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