In the Dialer Routes section, you can manage routing rules for trunks. To access the section, select Settings > Outbound Configurations in the main menu, then switch to the Dialer Routes tab. You will see a full list of all the routing rules, including those for specific prefixes and user groups. The routing rules are combined into groups that follow the same settings and restrictions.
In this article, you will learn how to perform the following actions:
Creating Routing Rules
Creating a route allows you to customize your call routing and trunk selection based on specific criteria. For example, you can create routing based on the caller's location or the department they are trying to reach.
To create a new routing rule:
Click Create New Route in the top right.
Fill in the Routing rule section. You can create rules based on countries and user groups. Once rules are created, they will be automatically separated into subsections for easier management.
Dialer Route Name: Enter a name.
Country: To create a rule for a specific country, select the country from the drop-down list. For instance, to create a rule for Germany, select it from the list of countries. If you need a more specific setup, you can also utilize the Prefix option; for instance, using the prefix 492 denotes a particular city in Germany.
Press the + sign and proceed if you want to create a rule for multiple countries and user groups.User Group: To create a rule for specific user groups, you can select one or several user groups from the drop-down list.
Please note that the User Groups option is not available for a PBX client.Route: Here, you can enter a name for the route that you want to use for manual calling. Then, you can select it when creating a manual dialing route.
Select one or several trunks from the drop-down list.
Click Next. You will see the Rule Preview page to check your configuration.
Click Create New Rule at the bottom of the page.
Editing and Deleting Routing Rules
To edit a routing rule:
Click the three-dot icon in the top right of the rule section.
Click Edit rule.
You can change the trunk assignment by modifying the selection in the Trunks drop-down list. Select the Calculate the equal usage ratio among all primary trunks to display the rule's usage forecast.
Click Save.
To delete a routing rule:
Click the three-dot icon in the top right of the rule section.
Click Delete rule.
IMPORTANT
When a trunk is exclusively assigned to the routing rule you're removing, it will also be removed. This ensures that your system remains organized and clutter-free.
Adding Trunks to a Rule
When you assign trunks to a routing rule, you're indicating which trunks will handle calls meeting that rule's criteria.
To add a trunk to a routing rule:
Click the three-dot icon in the top right of the rule section.
Click Add trunk to the rule.
Select additional trunks from the drop-down list in a pop-up window.
Click Add Trunk.
Unassigning Trunks from a Rule
If you want to remove a trunk from a Routing Rule, follow these steps:
Click the three-dot icon in the Actions column for the rule you wish to modify.
Click Disable trunk from this rule.
NOTE
Removing trunks from a routing rule can be helpful if you aim to alter call flow or redistribute trunks to other rules.
Dividing Usage
This feature allows you to change the distribution of calls between specific trunks in a routing rule.
To set a custom usage ratio for a routing rule:
Enter the desired percentage in the Divide Usage box.
Click Save Forecast.
Simulating a Rule
This feature allows you to test which trunk will be used to handle a call based on the routing rules' priority.
To simulate a rule:
Click Simulate Rule in the top right.
Enter a destination phone number. Use the following additional options that enable you to experiment with various scenarios and determine the trunks used in each instance.
Campaign lead: you can use a campaign rule to override the flow of the trunks
Rule group: select a user group from the drop-down list to simulate leads that are called by the group and see trunks for predictive calling
Rule route: select a route from the drop-down list
Click Simulate Rule.
Assigning Trunk per Leads in Your Campaigns
The Trunk per Lead feature allows you to customize the trunk flow in your campaigns. Instead of using the default trunk for all leads in your campaign, you can assign a specific trunk for each individual lead.
This can be especially helpful if you have different trunks for different types of leads or if you want to prioritize certain trunks for specific leads.
To use the Trunk per Lead feature, add the Override Trunk action to your campaign rules.
You can find more information in the Understanding Campaign Rules article.
IMPORTANT
When using the Trunk per Lead feature, please consider how you would like to configure rules for the Call Back Personal leads (assigned leads). You can create a rule for calling such a lead either from a designated trunk or from the DID number.