TLDIALER - DID - Put in specified number in search - click on number and that’s where you can see if it's either going to an ingroup or a call menu - if it says bounce ingroup then it's going to a call menu after looking up the lead (based on DID settings) first - music on file is nothing we can do, reach out to Tier 2 for thisThis will provide some information regarding Ingroups and Call Menu’s and how they can be beneficial.
Ingroup Call Routing:
Purpose: Automatically routes incoming calls to the most appropriate agent or group of agents based on predefined criteria.
Functionality:
Uses rules and algorithms to match calls to agents with relevant skills, availability, or other factors.
Distributes calls fairly and efficiently among available agents.
Can handle high call volumes effectively.
Common Use Cases:
Client Call centers handling a large number of inbound calls.
Routing calls to specialized teams (e.g., sales, ACA, renewals).
Prioritizing calls based on urgency or importance.
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