Routing Terms
3 terms in the routing category of the call tracking glossary.
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Call Routing
Call routing is the set of rules that decide where an inbound call is sent (which phone, person, or queue) based on factors like time of day, campaign, location, or availability.
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Call Whisper
A call whisper is a short recorded message played to the person answering (but not the caller) that announces which campaign or number the incoming call came from.
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Interactive Voice Response (IVR)
An IVR is an automated phone menu that greets callers and routes them based on their keypad or voice input, such as "press 1 for sales, press 2 for support."
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