Dynamic Routing
📖 Introduction
Dynamic Routing automatically routes calls based on real-time database lookups. The system checks the caller ID against a list and routes accordingly.
Use case: Route repeat callers to their assigned representative.---
🎯 Common Use Cases
| Scenario | Dynamic Route | |
|---|---|---|
| Return customer | Route to assigned rep | |
| Missed call callback | Track pending returns | |
| VIP detection | Route to priority queue | |
| Geographic routing | Route by area code |
🖥️ Accessing the Module
Navigation:PBX → Incoming Tools → Dynamic Routing
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📝 Form Fields
Configuration
| Field | Description | Example | |
|---|---|---|---|
| Name | Rule name | Customer Routing | |
| Source | Inbound route/queue | Main Number | |
| Digits Match | Digits to extract | 10 | |
| Match Destination | Where to route matches | Extension (Dynamic) | |
| No Match Destination | Where if no match | IVR: Main Menu | |
| Delete After Use | Remove record after callback | No | |
| Enabled | Rule is active | Yes |
Routes Database
| Caller ID | Destination | Notes | |
|---|---|---|---|
+15551111111 | Ext 1001 | Acme account | |
+15552222222 | Ext 1002 | Widget Inc |
🚀 Practical Example
Route Repeat Callers to Assigned Rep
When a known customer calls, route them directly to their assigned sales rep instead of the main IVR.
| Caller | Assigned Rep | |
|---|---|---|
| +1-555-111-1111 | John (1001) | |
| +1-555-222-2222 | Jane (1002) |
💡 Tips
TIP
Integrate with CRM: Automatically add customers to routing table.TIP
Set fallback: Unknown callers still need a destination.---
🔗 Related Modules
- Inbound Routes — Static routing
- VIP Lists — Priority callers
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