Call Routing not working as expected in CTM

< 1 min read

Hello,

Thank you for contacting LeadSquared Support

Problem statement: Routing not working as expected or request enable routing as per client requirement.

Go through the steps of Tracking number setup to identify and rectify the issue.
–> Go to Numbers>>Tracking Number and find the number profile.

–> Add the user name/Queue name in the description for reference

–> Dial Routing::

> Receiving Numbers->If you want to route calls to Desk Phone or Mobile Phone.

> Dial Voice Menu->If the caller needs to be greeted with Voice Menu or IVR

> Dial Call Queue-> If the Call has to ring a set of agents in a Queue

> Dial Agent->This is used to map a number to a specific Agent for calling

–> Default Route:: If the agent is not available, route calls to Voicemail Box or to another number or to Queue.

Regards,

LeadSquared Support

Updated on July 13, 2023