Routing Terms
5 terms in the routing category of the call tracking glossary.
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Call Forwarding
Call forwarding sends calls from one number on to another destination, so a tracking number can ring your real business line while recording the call's source.
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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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Round Robin
Round robin is a call routing pattern that distributes inbound calls evenly across a team, sending each new call to the next agent in rotation.
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