IVR: Rule-Based Routing
🔍 Overview
The Rule-Based Routing step directs incoming calls to the agents based on specific criteria, such as the caller's phone number or their status in the system's phonebook, enabling customized call flows.
🔁 Rules
Calls are routed to the agents based on predefined conditions, including the caller's phone number or phonebook status.
📞 Caller Number
Routes calls based on the digits of the caller's phone number using the following filter options:
Starts With: Matches the initial digits of the caller's number, such as a country code (e.g., 966 for Saudi Arabia, 971 for UAE).
Example: Route calls starting with 966 to a dedicated support team for Saudi customers.Ends With: Matches the final digits of the caller's number.
Example: Route numbers ending in 1234 to a VIP service queue.Contains: Matches any of the digits within the caller's number.
Example: Route numbers containing 555 to a marketing campaign response team.
✅ If Number Matches Rule, Go To: Specifies the next IVR step if the caller's number matches the defined filter.
📔 Phonebook Status
Routes calls based on the caller's status in the system's phonebook:
High Priority: Applies to numbers saved in the phonebook as contacts and marked as high priority.
Example: High-priority customers are routed to a premium support agent.Saved in Phonebook: Applies to all numbers that are saved in the phonebook as contacts.
Not Saved in Phonebook: Applies to all numbers that are not saved in the phonebook.
✅ If the number matches the rule, go to: Specifies the next IVR step if the caller's phonebook status matches the set criteria.
⏭️ Next Steps
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