Cloud routing allows you to route your inbound calls between one or more call centers that may be either internal or remote destinations. If you need to route inbound calls to multiple destinations (for example, if you have several contact centers), you can set up cloud profiles that use cloud-based queues to transfer calls to the cloud destination of your choice.
Within cloud routing, you can decide call routing options — anything from determining the order to which destinations are routed, to the number of calls each destination receives. Whether used to extend your existing call center capacity or manage all of your inbound call traffic, cloud routing makes it easy to quickly and flexibly scale up and down as your call volume fluctuates.
When you sign up for cloud routing, we provide you with a set of phone numbers for your use with cloud routing. You can use the platform and phone numbers to configure cloud routing to the call centers with which you want to work.
When configured and active, customer calls to your cloud routing phone numbers come to us first. We then route the call to an available agent at one of the call centers configured to handle your calls. Cloud routing can help your customers reach an agent even during your highest call volume peaks.