Call routing in Zuper Connect defines how incoming calls are managed, mapping the journey from the first interaction to the end of the call. This ensures a seamless, professional communication experience by efficiently connecting customers to the right person or department capable of addressing their needs.  You can also configure fallback options within a group to suit your business needs. You can choose to forward calls to external numbers, send a voicemail to the customer, or end the call with a greeting message .  In this article, you’ll learn how to create a new call routing in Zuper Connect, ensuring your customers can effortlessly reach the right agent, department, or team. 

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Access call routing settings

• Select the “Settings” module from the left navigation menu.
• On the settings page, click “Zuper Connect.” The Zuper Connect settings page will appear.
• Select “Call Settings” to open the page where you can configure and manage call groups, call routings, and Call Masking.

• Navigate to the “Call Routings” tab. The call routing listing page will display, showing route names and associated phone numbers.

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Create a new call route

• Click the “+ New Route” button at the top-right corner of the page. A sidebar will appear to create a new call route.

• Provide the following details:
  1. Route Name: Enter a descriptive name for the call route.
  2. Call Timing: Choose one of the following options:
     • Always Take Calls (24/7): Receive incoming calls at any time, regardless of the day or hour.
     • Based on Business Hours and After Hours: Enable this option to receive calls only during your organization’s defined business hours. You can view and verify your business hours by clicking the icon next to the checkbox.

To view or update business hours, navigate to Settings > Organization Settings > General Settings > Business Hours. 

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Define your call flow behavior 

Customize how incoming calls are handled. The following steps outline key configurations:

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Step 1. Welcome Greeting Message

Greet callers with a personalized message: Select Message Type:

1. Text-to-Speech: Enter the message in the provided text box, and it will be converted to speech using the selected voice.
2. Upload Audio: Upload an audio file (up to 5 MB) in MP3 or WAV format from your computer.
3. Record Audio: Use the built-in recorder to create an audio message on the spot by clicking the “Start Recording” button. Please note that the recorded message should not exceed a maximum of 2 minutes.

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Step 2. Call Groups

After configuring the greeting message, select the group to whom the incoming call should be routed:

• Group Selection: Choose the group from the list that should receive these calls (For more details, see How to Create a New Call Group.)

• Ringing Duration: Set the ringing time (between 20 seconds and 90 seconds). Calls will ring simultaneously for all available users in the group.

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Step 3. If No One Answers

If none of the users in the group answer the call within the set ringing time, you can choose from the following fallback options to ensure every call is addressed:

• Forward to External Number: Provide an external phone number to redirect the call.
• Voicemail: Set up a voicemail message with your preferred format:
  1. Text-to-Speech: Type the message, and it will be converted to speech based on the selected voice.
  2. Upload Audio: Upload an audio file (up to 5 MB) in MP3 or WAV format.
  3. Record Audio: Use the built-in recorder to create a voicemail message with a maximum duration of 2 minutes.
• End Call with a Closing Message: Play a final message and end the call. You can customize this message using the following formats:
  1. Text-to-Speech
  2. Upload Audio
  3. Record Audio

After setting up your call route, click the “Create” button at the bottom of the page. A call route will be created successfully.

• Send text when a call goes missed/unanswered:

Enable this checkbox to automatically send a text message to your customer when a call goes missed or unanswered. Enter your message (up to 160 characters) in the text box provided.
The text will be sent to the caller’s phone number automatically.

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Assign a number to the call route

Once the call route is created, assign the desired phone number(s) to it:

• Select the number(s) you want to associate with the call route and click “Done.”

All incoming calls to the assigned numbers will now follow the configured call flow.

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Manage call routings

Once a call route is created, you can manage it by editing, deleting, or assigning a number directly from the listing page. Follow these steps:

• On the call routing listing page, click the icon next to the call route you want to modify.
• Choose one of the following options:
  1. Edit: Update the details of the selected call route.
  2. Assign Number: Link a new phone number to this call route.
  3. Delete: Permanently remove the call route from your system.

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FAQs:

1. What are fallback options?

Fallback options in call routing are backup actions taken when a call is not answered or cannot be connected to the intended user within a group. These options ensure that calls are handled appropriately instead of being lost. In Zuper Connect, fallback options within a group allow you to:

1. Forward calls to an external number, such as another team or department.
2. Send a voicemail to the customer, allowing them to receive a recorded message.
3. End the call with a greeting message, informing the caller about business hours or alternative contact methods.
4. What ring strategies are available?

Currently, Zuper Connect supports the Simultaneous Ring only strategy, where all members of the assigned call group ring at the same time.

3. Do I need a call route to receive incoming calls?

Yes. An inbound phone number must be attached to a Call Route. Without a route, incoming calls will not reach your team.

4. Is IVR (Press 1 for Sales, etc.) available?

Coming soon. IVR is in development and will be added in an upcoming release.

5. How are business hours determined?

Business hours for call routing are based on your account-level business hours. All routes follow the same defined schedule.

6. Can I clone a call route?

Yes. You can use the Clone option to duplicate an existing route’s configuration. Review and publish the cloned route before activating it.

7. Can I create a call route without creating a call group?

No. Every call route requires at least one Call Group to determine who receives the call..

8. Can I assign a phone number directly to a single agent without a call group or route?

• Inbound: No. Incoming calls must go through a Call Route, which points to a call group.
• Outbound (Caller ID): Yes. You can allow an agent to make outbound calls using a specific number as their Caller ID. However, inbound calls to that number still require a configured route.

9. What happens if no one answers an incoming call?

If no one in the call group answers, the call follows the “If No One Answers” configuration.
You can choose to forward the call to another group or send a text message to the customer automatically when a call goes missed or unanswered.

10. Can I send an automated text for missed calls?

Yes. When setting up your call route, enable the “Send Text When Call Goes Missed/Unanswered” option.
This allows you to send a preconfigured text message to your customer if no one answers the call.

11. Can multiple numbers share the same route?

Yes. You can assign multiple phone numbers to a single route. All numbers linked to that route will follow the same business-hours logic, ring the same call group, and use the same fallback settings.

12. What happens if I delete a route that has a number attached?

You’ll need to detach or reassign the number(s) before deleting the route. If a route is deleted while a number is still linked to it, inbound calls to that number will fail to reach your team.
Best practice: Move the number to a replacement route, test that it rings correctly, and then delete the old route.

13. What happens if I change the account business hours? Do routes update instantly?

Yes. Any updates to your account-level business hours apply immediately. All new incoming calls will follow the updated schedule without delay.

14. Can I set different fallbacks for business hours and after-hours?

Yes. You can configure distinct call flows. For example, routing to a ring group during business hours and directing to voicemail or an external answering service after-hours.

15. What happens if the external forwarding number fails?

If the external forwarding leg is busy, unreachable, or times out, the call ends based on the configured fallback behavior.

16. Can I enable missed-call text messages per route and customize the message?

Yes. In the route settings, enable “Send text when call is missed/unanswered.” You can customize the message template for each route. For 10DLC compliance, ensure your message includes your brand name, STOP/HELP instructions, and avoids sensitive or prohibited content.

17. Where do voicemails land?

All voicemails are stored in the Conversation Center under the corresponding phone number, allowing your team to review and follow up directly from the same thread.

18. What happens if all agents are on DND or logged out?

Calls will automatically route to the configured fallback option (e.g., voicemail or external number).

19. Can I use different voicemail greetings for business hours and after-hours?

Yes. You can upload and assign separate voicemail greetings for business hours and after-hours.

20. Can I enable call recording per route?

No. Call recording is managed at the phone number level, not at the route level.

21. How do I play a recording-consent message only on specific routes?

No. Recording-consent announcements are set at the company level and apply to all routes.

22. Are international forwarding destinations supported?

No. External forwarding is currently supported only for phone numbers within the USA and Canada.

23. What gets copied when I clone a route (groups, greetings, hours)?

All configurations are copied, including groups, greetings, and hours.

24. Are there any limits on numbers per route or agents per group?

No. You can link any number of phone numbers to a route and add any number of agents to a group.

25. Are there additional charges for external forwarding?

No additional platform fees apply specifically for external forwarding. However, standard call usage charges still apply where relevant.