The Caller Based Routing screen lets you control what happens when specific numbers call you.
This is useful when you want to prioritise specific customer numbers, or if you wish to block nuisance calls.
To access this screen:
- Click on Caller Based Routing from the Routing menu.
Add a caller-based route
To create a new caller-based route:
- Click on Add CBR in the top-right.
- Configure your route settings:
Name: Enter a unique name for this route.
Alpha on Match: Enter a description for the CBR, this will be displayed on your wallboard next to the caller’s number and on the agent's handset LCD display.
Priority on Match: Enter the priority for calls in this route's queue (Lowest 0 - Highest 9).
Route on Match: Configure the route for matching calling numbers using the dropdown menu.
Numbers: Enter matching calling numbers, separated by a comma with no spaces.
Route without Match: Configure the route for non-matching calling numbers using the dropdown menu.
- Then click Save.