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Best call-routing infrastructure allows multiple options

Best call-routing infrastructure allows multiple options

A couple of decades ago, the technology surrounding Dial800’s AccuRoute® call-routing system might have been hard to fathom for those outside the IT industry.

The call-routing engines of old were originally powered by hardware, but most are now part of computer telephony integration systems allowing users to nimbly adjust routing rules and criteria. In fact, today’s cloud-based systems can generally be adjusted with little help from IT professionals.

These days, the building of infrastructure for individual route patterns is fairly straightforward once you understand the underlying components, how endpoints are reached with each dial, how each address is translated and how calls are individually routed. They provide much greater scalability, flexibility, security and ease of use than in the past. And they can maximize the big data that can make your conversions go through the roof.

Here’s a brief description of the important elements of such infrastructure:

  • Route patterns and filters: These dictate the destinations for your calls by implementing gateway devices; constructing route groups among the devices involved; using route groups to design route lists and then creating route patterns using those lists. The route patterns are strings of digits that work as addresses, and they allow for flexibility in the network design.
  • Dialing transformations: These settings allow AccuRoute to modify digits that must be dialed for a given call.
  • Translation patterns: These patterns serve as an alias of sorts for route patterns, helping provide direction in complicated digital scenarios. For example, they can allow for the routing of a call to a different number from the one dialed, change the user’s number to another number not recognized by the public switched telephone network (PSTN) or route a call using different rules from those originally established.
  • Call hunting constructs: Line hunting refers to the method of distributing phone calls from a single telephone number to a group of several phone lines. These call hunting directions allow AccuRoute to route a single call to multiple devices at the same time or in chronological order. They manipulate route lists so the system can access a number of different gateways when placing calls to other networks, allowing for alternate choices if a certain gateway is busy, temporarily out of commission or simply nonexistent. Similarly, AccuRoute can examine algorithms associated with hunt lists to find the best available lines to use for calls.
  • Calling search spaces and partitions: These elements permit users to impart certain restrictions on calls and give direction regarding segregation of routing, dividing route plans into logical subsets based on organization, location and/or call type.

Learn more about call routing by contacting Dial800 for a consultation.

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