The Live Call Routing feature enables live phone calls from customers to be forwarded directly to your on-call team. If no one is available to answer, allow callers to leave a voice mail, and create an alert to notify your team.
You must contact AlertOps Support at firstname.lastname@example.org to have a Live Call Routing phone number configured.
Here's how it works:
- A phone number is assigned to your account by our Support team at your request.
- A caller dials the number, and the call is transferred to the designated team. In the case of multiple teams, an auto-attendant is available.
- Using the Group Schedule, the call is routed to your on-call team in sequence, moving through Primary and Secondary members.
- The call will be attempt to be transferred to the phone number of the designated User. If a User has more than one phone configured, the system will attempt to transfer to each phone before moving to the next User in the rotation.
- The call will present the assigned number for the CallerID, which can be associated to a contact to bypass DnD. Alternately, the caller's number can be displayed.
- When the User answers their phone, the system informs them there is a caller on the line, and to press 1 to accept the call. This prevents the caller from going to the User's voice mail.
- If the User does not accept the call (press 1), the system will move to the next phone for that User, and then to the next User, until someone accepts the call. When the last phone has been tried, the caller is offered the opportunity to leave a voice mail.
- If the caller leaves a voice mail, an alert is created and routed to the on-call team. The alert will use whichever communication methods are configured to reach the team, including SMS, Push, Email, Chat, or another phone call. The caller's number is displayed in the alert, the voice mail is stored on our servers, and a link is provided to the team to review the message.
- Optional: You can bypass the live transfer and send the caller directly to voice mail to create an alert. Or, you can have the alert created when the call arrives, even if no voice mail is left. Each system message the caller or the responder hears is customizable and can be replaced with an audio file. Different languages can be used to read messages to the caller/responder.
- From the menu bar, click Call Routing and then, click Call Routing.
- Enter an Incoming Call Routing Description for your Call Routing number. This description will be used as the Source for Alerts generated by calls.
- Check Enabled to enable the Call Routing. Uncheck to disable Call Routing.
- Enter a Welcome Message: a customized greeting to play for the caller. Or, upload a Welcome Message Custom Recording (mpeg, wav, or aif format) to play a recorded welcome message for the caller.
- Check Auto Attendant to enable callers to navigate between teams using a digit/key. Use Routing Key Assignment to assign a unique digit/key for each Team/Group. Or, if you are not using Auto Attendant, next to Forward Call to, select a Group for the calls to be forwarded to.
- Choose whether the call is forwarded to the desired team, or if callers are directed to leave a voice mail.
- Check Allow Callers To Leave Voice Message to enable callers to leave a voice message to be sent as an alert to the specified Team/Group. Uncheck to disable voice messages.
- Choose to Create an Alert when a call comes in, or when a voice message is left using the drop-down menu.
- Select an Escalation Rule for voice message alerts.
- Click Update.
- Select a preferred Language from the drop-down menu. This will cause the message to be read in the chosen language. Note, for best results type the message in the chosen language, to avoid any translation issues.
- Check Show Caller's Caller ID to see caller's caller ID when receiving a call. Uncheck to disable Caller ID. When disabled, the Routing Number will be displayed in Caller ID, allowing for easy identification by team members.
- Enter Settings for Dialing Phone Extensions. Add a 'w' for each 0.5 second wait time. Add '#' or '*' to the end.
- Check Call Simultaneously to enable calling of all the Team/Group members simultaneously. The first team member to answer and press 1 will receive the call. Uncheck to call members in sequence.
- Enter a Waiting Time (In Seconds) Before Key Is Pressed To Accept The Call. This determines the delay before moving to the next team member in case the first attempt goes to the team member's voice mail.
- Enter a Waiting Message or upload a Custom Recording. This is the message heard by the caller while the system forwards the call.
- Enter a Screening Messageor upload a Custom Recording. This is the message heard by the team member when receiving the forwarded call.
- Enter a No Response Message or upload a Custom Recording to play when no one has answered the forwarded call.
- Enter a Recording Message or upload a Custom Recording to prompt the caller to leave a message.
- Click Update.
View Call Activity
- From the menu bar, click Call Routing and then, select Call Activity.
- View call activity by date by selecting dates and clicking Search.
Each attempted transfer is recorded and time stamped. Any voice mail can be played from this screen.