With thousands of configurations available, creating a custom call flow helps your business offer a seamless communication experience with your customers. Our inbound number specialists can help you craft an ideal solution to suit your changing business needs.
There are countless ways to customise your call redirection. Popular forwarding and routing configurations for business direct calls based on time and day, location, or your availability. One setting may be applied on its own, or combined with others to create a complex scheme that works exactly the way you want it.
Call forward on Busy, No answer or Congestion automatically redirects calls to one or more alternate numbers, if the initial line is engaged or not answering.
The system waits for a specified number of seconds before each call is sent to the next available line. Up to three consecutive forwards can be specified for each phone.
This configuration helps you operate your business 24/7, whether you’re working from home, on the road or on holiday. This routing option is included with your inbound number service at no added cost.
Call distribution, otherwise known as call splaying, gives you the ability to share incoming calls between up to 20 different lines. Calls among sites, departments, or individual staff members are distributed based on a pre-set ratio that must add up to a hundred percent.
This configuration is recommended for sales teams that want to share potential leads, or customer service departments looking to distribute calls among agents proportionately.
A call distribution scheme can be combined with Call Forward, but not with Time Based or Origin Based Routing. This option is included with your inbound number service at no added cost.
Time and Day-based routing is a common redirection option that lets you determine which of your phones ring at a certain time and day of the week.
A common configuration directs calls to office phones during business hours on weekdays, and to a mobile phone or a live answering service during after-hours and holidays.
Creating a solution that works with your schedule provides structure while minimising distractions throughout your work day. This option is included with your inbound number service at no added cost.
State-based routing identifies the caller’s current location and connects them to the nearest state branch. All calls dialed from states not included in your configuration are automatically routed to your head office.
By connecting callers to their most convenient branch, you can ensure that the most capable members of your staff converts the lead.
This broad and simplified location-based call forwarding option is recommended for national businesses that have a single presence in multiple states. This option is included with your inbound number service at no added cost.
Call barring is a feature that restricts your number from receiving specific inbound calls based on your preferences. This added capability saves you time by helping you avoid calls from unwanted and nuisance callers.
Blocking calls from mobiles and those dialed from outside your areas of operation cuts down your monthly phone bill while letting you focus on revenue-generating tasks. This option is available with your inbound number service at no added charge.
Postcode prompting gives callers the ability to direct their own calls based on their provided postcode. All calls are answered with a standard greeting (included in the setup fee) and a request to enter a 4-digit postcode, before the call is connected to you.
This configuration is best for large franchise-style organisations that use a single inbound number for multiple locations. It is also popular among businesses that receive a lot of mobile calls that can’t be redirected through origin-based configurations.
By asking for their postcode, customers calling from outside their area of service can get connected to their preferred branch without being automatically redirected to a different office.
Region, area, and exchange-based redirection are features that divert calls to specific phone lines based on the caller’s location. This set-up is highly recommended for businesses with a varied presence in multiple states.
In contrast to State-based routing, these location-based schemes are more particular in determining which offices are local and convenient for your customers. Choose to route calls to the nearest office based on the district, zone, or telephone exchange where the call originated from.