Call Routing

Call Routing

Engage offers a variety of call routing options to direct your incoming phone calls to the right location. The call routing settings are adjusted on a line-by-line basis, allowing customization for your differing needs. To turn on call routing, navigate to your Engage settings, select Phone Numbers, then navigate to Call Routing. You can then select between three call routing options: Phone Tree, Call Forwarding, and Sequential Call Ring.

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Phone Tree

Engage’s Phone Tree allows you to streamline the call handling process, improve your customer service, and ensure that callers are connected to the right resources quickly and efficiently. You can design unique phone trees for each of your phone lines.

When selecting Phone Tree, you’ll be prompted to set up a new phone tree.

You can build your phone tree from scratch, or use a FieldPulse template to get started.

Every phone tree must begin with a main greeting.

• Label: An internal title for you & your team

• Message: This will be read to your customer using text to speech when they call this phone line

You can create branches from the main greeting, known as Children. In this example, the children are:

• English

• Spanish

To reorder them:

1. Go to the Children tab.

2. Adjust the order as needed.

3. Press Save Order.

These branches will be read aloud to your customer. For instance, your customer will hear: “Press 1 for English or press 2 for Spanish.”

It’s important to note that you do not need to enter this exact wording (press 1/press 2) in the Message field. Our system will automatically read that aloud to your customer.

You can now further customize each branch of the phone tree.

• Label: An internal title for you & your team

• Message: This will be read to your customer using text to speech when they reach this branch of your phone tree

Again, it is important to note that you do not need to enter this exact wording (press 1/press 2) in the Message field. Our system will automatically read that aloud to your customer.

You have a few options for phone tree steps:

• Option

• Assign to Phone Number

• Message

• Direct to Voicemail

Option

This will allow your customer to select an option to continue. You may use this for:

• Selecting a preferred language

• Differentiating between new and returning customers

• Identifying what type of service they want to schedule

Assign to Phone Number

Allows you to select an Engage or non-Engage number for calls to be directed to when customers reach this branch. You may use this for:

• Directing customers to the right department/location

• Directing customers to a manager

Message

Allows you to write a message that will be read to your customer using text to speech when they reach this branch. You may use this for:

• Informing customers they are outside of your service area

• Informing customers you do not provide the service they are requesting

Direct to Voicemail

By choosing this, it will ensure that callers will immediately hear the voicemail greeting and can leave a message without the call ringing first. The voicemail will be recorded on the original phone line that the customer dialed.

(Note: Every phone tree branch should ultimately end with a Message, Direct to Voicemail, or be assigned to a phone number, as Option is used only to sort customers.)

When you’ve completed your phone tree, be sure to press Save Phone Tree.

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Call Forwarding

When selecting Call Forwarding, you will be prompted to enter a phone number for which all incoming calls to this line will be forwarded to. This phone number can be an Engage number or a different phone number. Be sure to save after making changes.

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Sequential Call Ring

Sequential Call Ring automatically dials a list of phone numbers in order, proceeding to the next line if the current call goes unanswered. This feature allows you to ensure your customers can connect with an employee.

When selecting sequential call ring, you will be prompted to select up to three lines to place in your sequential call ring. Each line will ring for 5 to 60 seconds (depending on what you set up within your Engage settings) before proceeding to the next line. If none of the users pick up the incoming call, the voicemail will be left on the last phone line in the queue. (Note: Only phone lines that do not have call routing enabled can be selected, and each phone number is only able to be listed in the queue once.)

You can also include alternative numbers (non-Engage numbers) in the sequential call queue. To use this feature, simply select Alternative Number, enter the number, and press Save. A popular setup might look like this:

1. Engage Number 1

2. Engage Number 2

3. Alternative Number

(Note: If no one answers, the missed call voicemail will be left on the phone line the customer initially called.)

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Have additional questions?

Contact us at [e-mail] or use the chat feature in the bottom right corner of your screen.