Advanced Call Routing

Create custom call flows to maximize lead conversions,
and deliver an unparalleled customer experience.

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Most affordable plans
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Zip Code Forwarding

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 Forwarding

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.

Call Menu Interactive voice response

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.

24 hours call center

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.

Call Answering Protocol

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

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.

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Starter

$15

Includes:Volume
Numbers
AT-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
AT-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
AT-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
AT-Rec-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
AT-CName

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
Numbers10
Minutes1500
SMS300
Call Recording Minutes1500
CNAME Lookup Calls100
  
  
Start Free Trial

* $20 free credit / 14 days
(whichever comes first)

Agency

$55

Includes:Volume
Numbers30
Minutes2500
SMS1000
Call Recording Minutes2500
CNAME Lookup Calls300
Client Accounts1000
  
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

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

Track, Analyze, Integrate Data

Customize reporting tools for an automated dashboard of your daily, weekly, monthly insights to meet business goals.

REPORTING TOOLS >

Call Tracking Numbers

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.

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 the advanced forwarding features setup at an account level for all numbers within an account or is it applied for each number?

You can apply the same advanced call routing setting to all the numbers within your account or you may customize the setting and add a unique setting to each individual number in your account.

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