I am looking for a way to route calls to specific groups based on a "key" or identifier in the users ORG fields.
To simplify the request so that it easy to understand, lets just say there is one talk number that all inbound calls come in through. Now say I have two groups that provide basic and advanced levels of support.
As soon as the calls starts we know that Talk knows the caller ID info and has matched it with a user and Org. So if the Org has a "VIP" field is labeled as normal (or is a null value) the call would only get routed to the Basic group.
But if the org field is labeled as VIP it could automatically bypass the basic group and ring in the advanced group. (Ideally I would like to give the caller a "priority" status that could ring both groups if the advanced group is unavailable).
I have configured this with triggers for all other channels (email, text, etc.) but cannot figure out how to do it with incoming voice calls.The triggers only work when a ticket is created and that doesn't happen until the call lands at an agent, is abandoned or ends in a voicemail - making it too late to route.
Using multiple numbers and routing calls that way isn't practical with our setup and IVR doesn't work either because if we allow the caller to decide which group to connect with, they inevitably always want the advanced group!
Thanks in advance.
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