Outbound Routing Guide

——Learn how to configure the rules of using display numbers for agent outbound calls through this article

Role of Outbound Routing

「Outbound Routing」is mainly used to configure the rules of using display numbers for agent outbound calls. This module can provide you with these capabilities:

• Set the display number used for agent outbound calls, and support setting multiple sets of display rules for the same agent.
• Support department-level data isolation and allow departments to manage their own employee configuration separately.

Preparation

You need to prepare the following work before using the outbound routing module: Agent has call permission and has enabled the account.

Main Functions of Outbound Routing

● Agent Outbound Routing Setting

1. Support configuring display rules for each agent; support configuring display rules in bulk at the same time for multiple agents.
2. Display rules support: enterprise no. pool random matching; dynamic display no. scheme matching (by location and region); agent no. pool designation.
3. Each agent can configure multiple sets of display rules at the same time. For example, agent Zhang San has two sets of rules:「Dynamic Display Scheme」+「Agent No. Pool Designation」.
4. Support department-level data isolation and allow departments to manage their own employee configuration separately.

● Dynamic Display Scheme

Dynamic display scheme: User can customize a no. pool, and the system will take a number for outbound call from the pool upon every outbound call.

1. Dynamic display scheme supports「Match Same Location」,「Match Designated Region」and「Match Randomly」. Among them, the 「Match Same Location」rule also supports the advanced rule of "matching the provincial capital no. when the region is not matched.
2. The created dynamic display scheme can be used by different agents at the same time

How to Use Outbound Routing

● Set Agent Outbound Routing

1. Switch to "Agent Outbound Routing" tab
2. Click【Edit】on the far right of the agent list (Figure 1). Check the required display rule type for the agent on the details page, and set the details of the rule (see the table below Figure 2 for the explanation of the rule).

Figure 1: Agent Routing List

Figure 2: Edit Routing

Function	Description
Enterprise No. Pool Random Matching	Randomly select a relay number in the enterprise no. pool for outbound calls.
Dynamic Display No. Scheme Matching	It is commonly used in the telemarketing scenario. When agents use the number in the marketing no. pool for outbound calls, they need to configure the number and number matching rules contained in each scheme in the「Dynamic Display Number Scheme」first. When selecting multiple schemes, agents can switch them in the phone bar (see Figure 3 for example).
Agent No. Pool Designation	It's commonly used in service scenarios. When agents use fixed no. to make outbound calls, they can switch default numbers in the phone bar.

Figure 3: Switch Display Scheme in Phone Bar

● Set Outbound Routing in Bulk

Set a uniform outbound routing for agents in bulk. Click the check box on the left side of the list, or use "Select All" function at the bottom of the list to quickly select all the agents in the filter results (Figure 4). Set a uniform routing for the selected agents on the edit page (Figure 5).

Figure 4: Select Agent in List

Figure 5: Bulk Edit

● Create Dynamic Display Scheme

User can customize a no. pool, and the system will take a number for outbound call from the pool by rule upon every outbound call. The created scheme can be used by different agents at the same time.

1. Switch to "Dynamic Display Number Scheme" tab
2. Click【Create】in the upper right corner (Figure 6). Customize the "matching rule" and "number" of the scheme on the edit page (Figure 7) (see the table below Figure 7 for the detailed explanation of the rule).

Figure 6: Dynamic Display Scheme List

Figure 7: Create Scheme

Function	Description
Match Same Location	When making outbound calls, preferably select relay numbers with the same locations as the customer numbers.
Match Designated Region	For outbound calls, when the customer number is in the designated region, the number in the designated no. pool is preferred.
Match Randomly	When making outbound calls, select numbers randomly in the no. pool.