Jatin Chawla

800 Numbers – Different types of routing

800 Numbers – Different types of routing

Some of the available options for call routing of toll free 800 numbers are:

Time-of-Day (TOD) Routing: TOD is one of the simplest ways of routing. An example of TOD routing would be a company with two call centers, A (east coast) and B (west coast). Call center ‘A’ opens first and calls are sent to this location in the day time. However, as the time changes across the country, call are redirected to the call center ‘B’.

Day of Week (DOW) or Day of Year (DOY) Routing: Working of call centers depends on the day of the week and business practices. All call centers don’t work 24x7. They might be closed for weekends or other holidays. DOW routing handles calls that arrive on that specific day of the week. DOY routing allows for alternate routing on fixed holidays. For example: December 25th.

Area Code or Exchange Routing: A company may want their toll free traffic to route to their preferred location. If a company has a call center in east and one in west then they may want to direct calls from east to their call center in the east and so on.

Percentage Allocation Routing: Companies having multiple call centers prefer to choose this type of routing. Here, they allocate calls on percentage basis to each of their call centers. Example: A company with 5 call centers may choose to allocate 20% of all incoming traffic to each center.

All-Trunks-Busy Routing: This is again a very important routing method which handles unexpected call volumes. If a company's trunk facilities are full and can no longer handle any more incoming calls then an alternate destination is chosen and the calls are routed to that destination.

Ring No Answer Routing: Some carriers provide this unique facility where they can pull a call back into the network if not answered.

Emergency or Disaster Routing: Generally, companies setup a disaster plan to overcome both natural (floods, fires, earthquakes etc) and man-made emergencies (bomb threats). IXCs provide alternate destinations in case any such event occurs.

Article Tags: Call Center, Call Centers

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