Customize
Call Flows
With Call Forwarding Tools
Zip Code Based Call Routing
WHAT IS ZIP CODE BASED ROUTING? HOW DOES IT WORK?
Zip code-based routing uses advanced caller ID technology to identify the caller’s zip code. Based on their location, the caller is routed to the nearest branch of your business. If no branch is in proximity, the system can connect the caller to the head office or direct them to voicemail, based on your preference.
HOW IT BENEFITS YOUR BUSINESS?
Creating a localized and relevant customer experience via geographical routing increases the likelihood of lead conversions. The associated data empowers businesses to optimize resource allocation between branches, resulting in cost savings while also informing territorial expansion in high-demand areas.
Caller ID Based Call Routing
WHAT IS CALLER ID-BASED ROUTING? HOW DOES IT WORK?
Caller ID-based routing is used by businesses to direct incoming calls based on the caller’s identification information. Establish groups of caller IDs to direct calls to designated attendants. For caller IDs not included in the pool, options include forwarding calls to voicemail or setting up an automatic disconnection.
HOW IT BENEFITS YOUR BUSINESS?
Ideal for dispersed call attendants, the system ensures personalized call handling by routing calls to the relevant department or individual, improving operations and customer experience.
Interactive Voice Response (IVR)
WHAT IS IVR? HOW DOES IVR WORK?
Interactive voice response (IVR) ensures callers interact with an automated menu; they navigate the menu using voice commands or keypad inputs to access information, to be routed to a relevant department, or to complete specific tasks.
“Press 1 for account details, Press 2 for customer support…”
HOW IT BENEFITS YOUR BUSINESS
Safeguarding businesses from spam and ROBO calls, IVR also streamlines operations, handles high call volumes, and ensures consistent service quality. For callers, IVR provides quick access to information, self-service options, privacy, and reduced wait times, contributing to a positive and secure customer experience.
After Hours Call Routing Holiday Call Routing
WHAT IS AFTER HOURS AND HOLIDAY CALL ROUTING? HOW DOES IT WORK?
Outside of business hours or during holidays, incoming calls are routed to third-party answering services, alternate phone numbers or voicemail. This process ensures efficient handling of inquiries even when the business is closed.
HOW IT BENEFITS YOUR BUSINESS
Preventing unanswered calls ensures you capture every lead – such timely engagement nurtures positive customer experiences, even outside business hours, fostering loyalty and boosting prospects for lead conversions.
Sequential Call Routing (Round Robin)
WHAT IS SEQUENTIAL CALL ROUTING? HOW DOES IT WORK?
Create an answer protocol by setting the number of rings before the system sequentially directs incoming calls to the next available agent or department until the call is answered.
HOW IT BENEFITS YOUR BUSINESS
Equitably distributing incoming calls among agents prevents overload, ensuring fair workloads. This system enhances responsiveness, minimizes wait times, and optimizes resources for improved customer service efficiency.
Simultaneous Call Routing
WHAT IS SIMULTANEOUS CALL ROUTING? HOW DOES IT WORK?
The system routes incoming calls to multiple recipients (agents / departments) simultaneously. All designated receivers receive the call at the same time, and the first to answer takes the call.
HOW IT BENEFITS YOUR BUSINESS
Ensure immediate engagement with leads by directing calls to multiple recipients simultaneously. This optimized availability reduces wait times, maximizing the efficiency of customer service and ensuring a prompt and seamless experience.
Over 1000 clients switched to AvidTrak for our competitive pricing support, remaining loyal ever since.
Starter
$15
| Includes: | Volume |
|---|---|
Numbers
Numbers:The specified 30-day quantity of local phone numbers in each package. Overage charges are applicable only after the respective volume has been exceeded for the period. |
5 |
Minutes
Minutes:The specified 30-day volume of talk time minutes in each local package. Overage charges are applicable only after the respective volume has been exceeded for the period. |
500 |
SMS
SMS:The number of sms that a supervisor can send or receive. Overage charges are applicable only after the respective volume has been exceeded for the period. |
100 |
Call Recording Minutes
Call Recording Minutes:The number of minutes for which call recording will be available if recording will be set to on for the phone number. |
500 |
CNAME Lookup Calls
CNAME Lookup Calls:Number of calls for which caller name will be fetched (if enabled). |
50 |
Start Free Trial
* $20 free credit / 14 days
(whichever comes first)
Most Popular
Professional
$30
| Includes: | Volume |
|---|---|
| Numbers | 10 |
| Minutes | 1500 |
| SMS | 300 |
| Call Recording Minutes | 1500 |
| CNAME Lookup Calls | 100 |
Start Free Trial
* $20 free credit / 14 days
(whichever comes first)
Agency
$55
| Includes: | Volume |
|---|---|
| Numbers | 30 |
| Minutes | 2500 |
| SMS | 1000 |
| Call Recording Minutes | 2500 |
| CNAME Lookup Calls | 300 |
| Client Accounts | 1000 |
Start Free Trial
* $20 free credit / 14 days
(whichever comes first)
Note: Overage charges will be applied after package offer fully used for each functionality until next renewal.
Explore AvidTrak
All Tracking Tools and Features
AvidTrak offers premium features at the lowest prices; advanced call routing, alerts, keyword flagging and more…
EXPLORE FEATURES >
Track, Analyze, Integrate Data
Customize reporting tools for an automated dashboard of your daily, weekly, monthly insights to meet business goals.
REPORTING TOOLS >
Bring Your Own Numbers
Number porting and carrier porting is a hassle-free process that allows businesses to retain existing phone numbers.
NUMBER / CARRIER PORTING >
Call Routing FAQs!
What is the main difference between Sequential Call Routing and Simultaneous Call Routing?
Sequential Call Routing which is also sometimes called ‘Round Robin’ call routing, forwards the call in a sequence to multiple call attendants. If the first attendant does not answer the call after a preset number of rings, the system dials the call to the second attendant. The moment an attendant in the sequence picks up the call, the sequence is completed until the next call.
In Simultaneous Call Routing, the call is forwarded to multiple attendants at the same time. The first attendant to answer the call terminates the call ringing to others.
Can I mix Sequential Call Forwarding with Simultaneous Dial Out?
This is not a recommended practice as it can impact the caller experience.
May I combine After Hours and Holiday Call Forwarding with Sequential or Simultaneous Call Forwarding?
Yes, this feature is available in AvidTrak’s system.
How many attendants can I have for sequential or simultaneous call forwarding?
AvidTrak allows up to seven attendants for both sequential and simultaneous call forwarding.
What happens if no one answers the call in simultaneous or sequential forwarding mode?
You have an option of looping the call to retry the attendants or you can setup a message advising the caller to try back before terminating the call.
Are there extra costs associated with implementing any of the Advanced Call Forwarding features?
There are no extra charges for using these features.
