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 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.
5. For new rules, you'll need
   1. Clear Rule Title
   2. Routing Criteria
   3. Forwarding Option