From a team's VoiceHub Settings, Managers and Admins are able to route calls directly to a team or advisor using VoiceHub Routing Rules. These rules enable teams to route contacts or contact segments to specific individuals based on existing relationships or priority customers. 

Considerations:

Routing Rules are team specific settings that can be found in the VoiceHub Settings section.

• Advisors must be on an active ring schedule to receive calls based on a routing rule. If the advisor is not on an active ring schedule, the call will ring the advisors on the active ring schedule.
• If the advisor(s) on the rule do not answer, the call will automatically roll over to the other advisors on the active ring schedule.
• Ring last advisor logic will supersede routing rules, if enabled. This means that if the customer has an open ticket with another advisor, their call will ring the existing advisor, not via the routing rule.
• If a team has a routing rule setup to direct all calls of the specific area code or prefix to a specific team/advisor and has a second routing rule setup to route a phone number with that same area code to a team/advisor, the most recently created rule will take effect.  

How To Create Rules:

1. Navigate to the Manage page.
2. Find the team you want to create a rule for and click into the team's VoiceHub Settings.
3. Click the dropdown for VoiceHub Routing Rules.
4. Click Add New Rule.

• Routing Rule Name 
• Decision of the rule:
  • Phone Number
  • Segments
  • Organization
  • Account
• Equals or Starts With
• Entering either the phone number, segment, organization, or account number 
• Forwarding Option
  • Forward to Team
  • Assign to Advisor 
• Assign either Team or Advisor to the Rule
• Hit Save to apply the routing rule 

Best Use Cases for Routing Rules

There are many reasons that routing rules may be helpful to certain teams within a dealership. Here are some common uses for routing rules.

• VIP or high priority customers - Routing calls from specific customers, business owners, high-value accounts, or long-term clients to a dedicated advisor who manages these relationships can help to ensure consistent service and faster resolution. 
• Territory/ region-based assigning - 
• Dedicated product line or department routing - If certain customers consistently need Service, Parts, Precision Ag, or Sales, routing rules can map known numbers directly to the right team.
• Known repeat callers who always work with one advisor - Some customers may prefer a single advisor. Routing their call directly, preserves that relationship. 
• Seasonal teams - During harvest, planting, or busy times of the year, dealers may want certain customer segments routed to temporary teams or extended-hours groups. 
• Equipment purchase follow up - After a large purchase, dealerships can assign a dedicated advisor to support initial questions or set up to ensure customer satisfaction.