Call routing service gets the user to the right person or department in an organization. The service directs the incoming calls to individual user or group of users based on the routing configuration set by the administrator, and thus helps the users to efficiently handle large number of incoming calls.
The following table shows the features available for the various call routing methods.
|
Feature |
Auto Attendant |
Call Queue |
Hunt Group |
Shared Line Group |
|---|---|---|---|---|
|
Assign Direct Inward Dialing (DID) number or extension |
✓ |
✓ |
✓ |
✓ |
|
Assign Webex Calling users as a member |
✓ |
✓ |
✓ |
✓ |
|
Assign virtual line as a member |
✓ |
✓ |
✓ |
✓ |
|
Assign workspace as a member |
✓ |
✓ |
✓ |
No |
|
Add members from another location |
No |
✓ |
✓ |
✓ |
|
Display specific caller ID name when calls are forwarded to members |
✓ |
✓ |
✓ |
No |
|
Display specific caller ID phone number when calls are forwarded to members |
No |
✓ |
No |
No |
|
Allow outgoing calls with feature's caller ID |
No |
✓ |
Yes (user can't select) |
✓ |
|
Add callers to queue |
No |
✓ |
No |
No |
|
Provide Interactive Voice Response (IVR) for callers to route the calls to right department or group |
✓ |
No (Auto Attendant can be used as IVR) |
No (Auto Attendant can be used as IVR) |
No |
|
Route incoming calls based on business hours |
✓ |
✓ |
No |
No |
|
Route incoming calls based on non-business hours |
✓ |
✓ |
No |
No |
|
Route incoming calls based on holidays |
✓ |
✓ |
No |
No |
|
Automatically route incoming calls to members based on priority and skill |
No |
✓ |
✓ (not based on skills) |
No |
|
Automatically route incoming calls based on different options like all members at once, sequentially to each member, longest idle, etc |
No |
✓ |
✓ |
No |
|
Route incoming calls to voicemail |
✓ |
✓ |
✓ |
✓ |
|
Forward incoming calls selectively based on defined criteria |
✓ |
✓ |
✓ |
✓ |
|
Add alternate numbers |
✓ |
✓ |
✓ |
No |
|
Set special ringing pattern for incoming calls |
✓ (only when an Alternate Number is configured as main number) |
✓ |
✓ (only when an Alternate Number is configured as main number for Call Queue and Hunt Group) |
No |
|
Set audio announcement language and timezone |
✓ |
✓ |
✓ |
✓ |
|
Handle overflow calls |
No |
✓ |
✓ |
✓ |
|
Set welcome message for callers |
✓ |
✓ |
No |
No |
|
Set comfort message, wait message, hold music, call whisper |
No |
✓ |
No |
No |
|
Set personalized greetings and messages |
✓ |
✓ |
No |
No |
|
Provide call back option to callers |
No |
✓ |
No |
No |
|
Add supervisors for monitoring calls |
No |
✓ |
No |
No |
|
Divert calls when unanswered |
No |
✓ |
✓ |
✓ |
|
View analytics and download reports |
✓ |
✓ |
No |
No |
