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Routing Plans

Amanda Cross
Updated

When you create a Routing Plan as part of a Campaign, you configure it on the Campaign screen. 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.

How to Create a Call Flow Routing Plan

To create a Routing Plan:

  1. Navigate to Call Flows > Routing Plans from the main Dashboard and click Create Routing Plan.
    call_flow_routing_plan_nav.png
    The Manage Routing Plans screen appears.
  2. 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 choose an existing Predictive Routing Configuration, or you can create a new one. See Predictive Routing for more information. Click Create to begin adding destination Targets.
    create_routing_plan.png
  3. Find the target you want to add from the panel on the left and click the arrow to add it to your Routing Plan. Notice there are three tabs here so you can choose Targets, Groups, and Trees to add to your Routing Plan.
    call_flow_routing_plan_targets.png
  4. For each target, configure the Priority and Weight. See Priority and Weight for more information.
  5. Click Close when you are finished and the Routing Plan configuration will be saved automatically.

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 from the main Dashboard and click Create Routing Plan to open the Manage Routing Plans screen.

The following icons appears in the Actions column:

  • Edit Routing Plan: Click this to change the name of the routing plan.
  • 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.

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