Routing is directing a call to a target. You can use the tools in Ringba to decide how to direct calls based on things like priorities you configure, prior target performance, data about the call, and Ringba's expertise in maximizing revenue for calls.
When you reach the Call Routing section of your campaign configuration, you see three options for call routing:
- Priority (Standard)
- Predictive
- Call Flows
Priority Call Routing
Priority call routing uses a routing plan that you configure when you set up your campaign.
When you add targets, target groups, or ring trees to the routing plan, you configure the priority and weight of each target. Ringba uses this information, along with other configurations like the target's hours of operation, caps, and concurrency rules to choose the best target for each call.
You can add tag routing filters to your targets and ring tree targets when you create them for an additional layer of control. Tag routing filters use data from the call itself, such as the ZIP Code of the caller, to allow or block certain targets.
Predictive Call Routing
Predictive routing uses an algorithm to route each call to the optimal target based on a target's previous performance.
The algorithm calculates each target's estimated revenue per call (RPC) then layers on priority bonuses you configure to choose the best target to receive the call.
Predictive routing offers a lot of power and opportunity to customize. See these articles for more information:
- Predictive Routing
- Predictive Routing - Most Common Use Cases
- Predictive Routing - Advanced Use Cases
Call Flow Routing
When you choose Call Flow routing, you select a call flow you configured previously on the Create Call Flows screen.
Call flow routing takes calls through a tree of nodes and prompts that you configure.
When a branch of the tree reaches the point of dialing a target, it uses a routing plan, just like in priority call routing. For this reason, call flow routing can do everything priority call routing can do, but with even more power and flexibility. For example, you can use a call flow to gather more information from the caller and choose a branch of the tree based on the response or retry connecting calls that fail to connect to a target.
You build a call flow using the special call flow canvas and then attach it to your campaign to control calls that come to that campaign. See these articles for more information: