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. 

Note: Call routing behavior is highly customizable, you can tailor the experience for specific scenarios, such as business hours and after-hours settings.

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Define your call flow behavior 

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

Note: All steps are fully customizable, you can enable or disable any step based on your requirements.

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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.

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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.”

Important: If a phone number does not have call routing configured, incoming calls to that number will not be supported. 

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.

Note: Deleting a call route will remove the routing from any associated numbers. To ensure uninterrupted call management, you must assign a new routing to these numbers.

FAQ:

  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.