Engage Voice | Intro to cloud routing
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.
Cloud routing components
Now that we’ve reviewed the basics, let’s talk about how the cloud routing system works and get some perspective on how the different parts fit together.
There are two parts to a cloud routing configuration — the profiles and the destinations. One of the first things you'll do when starting out is configuring your cloud destination(s) and profile(s) and then assigning the cloud destinations to the cloud profile. This assignment of cloud destination to cloud profile is the first step in configuring the routing rules.
Cloud profiles
A profile defines a campaign or customer you are taking calls for. To the system, a profile is one or more inbound phone numbers that are assessed against the same routing criteria. You can think of a cloud routing profile as a unified queue in the cloud.
A profile configuration names an inbound queue, and identifies the call handling options and routing rules that apply. It identifies the phone numbers used and the call center destinations that receive the profile calls. For more details, see Configuring cloud profiles and Updating an IVR with your cloud profile.
Let’s review cloud destinations next.
Cloud destinations
Destinations are your distributed call centers. Configure a destination for each call center you route calls to. The destination configuration includes the destination name, schedule, and other specifics, such as the maximum number of concurrent calls the destination can handle.
Let’s learn more by reading Configuring cloud destinations and Setting cloud destination business hours.
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