This 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:

  • 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.

Call Menu:

• Purpose: Guides callers through a series of options using touch tone prompts.

• Functionality:

  • Presents callers with a list of choices (e.g., press 1 for sales, 2 for support).

  • Allows callers to self-direct to the most relevant department or service.

  • Can provide basic information or automated tasks 

• Common Use Cases:

  • Guiding callers to the correct department or service.

  • Providing general information or frequently asked questions.

Key Differences:

• Level of Automation: Ingroup call routing is fully automated, while call menus require some caller input.

• Routing Flexibility: Ingroup routing offers routing capabilities based on call distribution, grades, ranks, amount of calls, waiting.

• Agent Involvement: Ingroup routing directly connects callers to agents, while call menus may provide information or services without agent interaction.

When to Use Each:

• Use ingroup call routing when:

  • You need to efficiently distribute a high volume of calls to the most suitable agents.

  • You want to prioritize calls based on urgency or importance.

  • You have a complex routing logic that involves multiple factors.

• Use a call menu when:

  • You want to guide callers through a simple set of options.

  • You need to provide basic information or automated services.

  • You want to reduce the number of calls that need to be handled by agents.

In many cases, both ingroup call routing and call menus can be used together to create a comprehensive call flow that meets the needs of both callers and agents. Since this is an advanced task, Call Routing tickets should submitted to TLD.