Cloud routing allows you to route your inbound calls between one or more call centers that may be either internal or remote destinations. You can learn more about configuring cloud routing in Configuring cloud destinations
and Configuring cloud profiles
. Once your cloud profiles and destinations are configured, you can update your IVR to include your cloud profile.
In this example, you can see a cloud profile placed within a call route path. In the IVR where DTMF decisions are made, there is a Route node pertaining to the business unit the cloud destinations are aligned with. Within the Route node, the properties allow you to adjust the routing type to ‘cloud profile’ and select a cloud profile.
To learn more about IVRs, read Intro to IVR Designer
. Note: You must first create an IVR group and an IVR before you can update your IVR to include cloud profiles.