Never miss a lead with AvidTrak Advanced Call Routing System. Manage incoming call load with Round Robin. Route an incoming to multiple recipients concurrently.

Round Robin Call Routing

Round Robin Call Routing

Use Round Robin Call Routing to sequentially hunt for a recipient.

Set the number of rings a recipient’s number will ring before advancing to the next recipient.

Optimize utilization of your team’s time.

Patch an incoming call to multiple recipients

Multi Phone Call Recipient

Patch an incoming call to multiple recipients simultaneously.

Incoming call will ring on many phones simultaneously until it is answered

Reduce Customer wait time to speak with an Agent

Multi Phone Call Recipient

Route your phone leads intelligently based on Time of Day call-routing. Use an incoming call’s Caller ID to distribute incoming call load evenly.

Time of Day Call Routing

Time of Day Call Routing

Never miss a lead that occurs after office hours and/or on holidays.

Setup time of day call routing rules to deliver calls to available resources

Caller ID Call Routing

Route incoming calls

Route incoming calls to agents based on the Caller ID.

Improve efficiency and resource utilization of call center by matching the location of available agents with Caller ID

Reduce Customer wait time to speak with an Agent

Route incoming calls

Implement IVR (Interactive Voice Response) to gauge call load on Sales and Service Departments. Use Voicemail to capture a Customer’s Message

IVR

IVR

Bring clarity to your decisions on staffing needs by collecting data on which department receives the most calls from clients

Use IVR to allow your customers the flexibility of choosing which department they wish to connect to within your company

Share voicemail messages via Email

Voicemail

Never miss a lead by allowing your customers the convenience to leave messages for you

Receive via Email recorded voicemail messages

Share voicemail messages via Email

Voicemail

FAQ about Advanced Call Routing

Is there an extra charge to use Advanced Call Routing, IVR or Voicemail?

Answer

We offer the advanced call routing platform, IVR and Voicemail without charging extra. Only call charges apply.

For routing calls after hours is it better to use Round Robin or simultaneously call multiple recipients?

Answer

Simultaneous calling reduces the wait time a customer has to wait to have the call answered, however, it does mean that your agents all receive the call at the same time. Round Robin potentially increases the wait time that a customer may spend on the phone waiting for a call to be answered but reduces load on agents. If you are paying top dollar to receive phone leads then use Simultaneous Calling.

What happens to calls that are not answered if recipients of Round Robin or Simultaneous Receiving do not answer the phone?

Answer

You can setup a “default fall back” number which would take the call if no agent is available to take the call. This default fall back number may be setup with voicemail to record the client’s message.

For Round Robin after how many rings does the call proceed to the next recipient?

Answer

You can choose between 2 to 6 rings before the call is routed to the next recipient.

Have Questions?

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