Voice Management Guide

The Voice Management user guide

Creating a routing

1 - Creating a routing

In your IVR, you can set up a routing. This will allow you to forward one number to another.

Routing can be set up if you have an on-call number, for example. If your support team takes calls until 6:00 pm but you still want to be accessible after this time, you can transfer all calls to your on-call number, without being obliged to share this number.

To set up your routing, go to the “Routings” tab in your administrator interface. Click on “Add a routing”. You will be able to fill in the following information:

  • Name: give your routing a name,
  • Description: the description of your routing can be the same as the name,
  • Max. on hold: corresponds to the maximum number of people who can be on hold prior to being dealt with by your routing phone,
  • Capacity on calls
  • Ring number: corresponds to the number of times the routing phone will ring,
  • Record the communication: you can record your communications. Note: the person who responds to the routing phone will not be able to stop the recording of the call.
  • Number: the number to which you want the call to be redirected.
    Save your routing by clicking on “add”.

2 - Link your routing to an IVR

Once you have saved your routing, by clicking on “add” and go to the “Step” tab.

Create a new step and click on “new stage”, select “Routing”. You will be able to configure your routing by filling in the following fields:

  • Routing: In the drop-down menu, select the previously created routing.
  • On hold music: select the on hold music for the caller
  • Waiting time: select the waiting time before the call moves on to the next stage