When you create a routing plan as part of a campaign, you configure it on the Campaign screen using the same kind of tool covered in this article. See Campaigns for more information. You can also create routing plans to use in a call flow. Call flow routing plans route calls from IVR Trees to targets and groups using priority and weight.

This article contains the following sections:

• How to Create a Call Flow Routing Plan
  • Configuring the Create Target Window
• Managing Routing Plans
• Routing Plan FAQ

How to Create a Call Flow Routing Plan

To create a routing plan:

1. Navigate to Call Flows > Routing Plans.
   
   The Manage Routing Plans screen appears.
2. Click the Create Routing Plan button to show a small form with fields for basic details.
3. Give your routing plan a Name and choose whether it will be a Priority (Standard) or Predictive routing plan.
   
   If you choose Predictive, a field appears where you can choose an existing predictive routing configuration or create a new one. See Predictive Routing for more information.
4. Click Create to open the tool where you add destination targets.
5. Find the target you want to add from the panel on the left and click the arrow to add it to your routing plan.
   Tip: Notice there are three tabs here so you can choose Targets, Groups, and Trees to add to your routing plan.
   The Create Target window appears.
6. Complete the Create Target window for the target, group, or tree you chose. See the following section for more information on completing this window.
7. Click Close when you are finished. Ringba saves the routing plan configuration.

Configuring the Create Target Window

When you add a target, group, or tree to a routing plan, the Create Target window appears. This section covers the fields you see in this window for Priority routing plans. Predictive routing plans also show this window, but without the Priority and Weight fields, since that information comes from the predictive routing configuration you chose earlier. 

Note: When you add a tree to your routing plan, the Create Target window contains only the first two fields.

• Name: This field is already populated with the name of the target, group, or tree you selected.
  
  
• Priority: Enter the priority you want Ringba to assign to the target. Lower numbers indicate higher priority; for example, 1 is the highest priority. See Priority and Weight for more information.
  
  
• Weight: Enter the target weight. If you have multiple targets with the same priority, Ringba uses this value to decide how many of the calls to send to each target. For example, if you have two targets with the same priority and each has the same weight, then each receives 50% of the calls. See Priority and Weight for more information.
  
  
• Convert on: Indicate which event you want to trigger call conversion. Valid choices are:
  • Call length: Choose this value to consider a call converted once it lasts a number of seconds. If you choose this value, two more fields appear:
    • Start Call Length On: Choose which event the system should use to start counting the call length. Options are: Incoming, Dial, and Connect.
      Important: The duration of the call is taken into account only after the target answers the call. Therefore, if the target does not answer, none of the Start Call Length On options fire a conversion.
    • Length: Enter the number of seconds after the connection event a call must last before you consider it converted.
  • Call Successfully Connected: Choose this value to consider a call converted as soon as the target answers the call. 
  • Postback/Webhook: Choose this value to wait to consider a call converted until you receive a webhook fire from a third party. If you choose this value, the Revenue field in this window changes to Default Revenue.
  • Dialed: Choose this value to consider the call converted as soon Ringba calls the target, regardless of whether the target answers.
    Tip: This is the best option if you need revenue on "raw" calls.
• Revenue or Default Revenue: Enter the amount of money this call generates. If you chose Postback/Webhook in the Convert On field, this field is Default Revenue, which is the aount of money this call generates if the webhook does not contain a conversion amount.
• Duplicate Conversions: Choose how you want Ringba to handle and credit duplicate conversions. You can choose Disable, Enable, or Time Limit. If you choose Time Limit, two more fields appear where you indicate how much time must pass between conversions for them not to be considered duplicates.

Managing Routing Plans

From the Manage Routing Plans screen, you can use the icons in the Actions menu to manage your call flow routing plans. Navigate to Call Flows > Routing Plans to show a list of your call flow routing plans.

The following icons appears in the Actions column:

• Edit Routing Plan: Click this to change the basic information about the routing plan, such as the name and whether it is Priority or Predictive.
• Manage Routes: Click this to update the list of targets and adjust their priority and weight.
• Duplicate Routing Plan: Create a copy of the routing plan so you can make adjustments without changing the original.
• Delete Routing Plan: Remove the routing plan from your account.
  Important: Make sure to remove the routing plan from any call flows before you delete it!
• View Activity: Click this to open a panel showing a list of your most recent activity.

Routing Plan FAQ

What should I do if I need help with configuring my routing plans?

If you have any questions or need additional help, please reach out to our support team via chat or email at support@ringba.com.