Routing Tables

Routing Tables are a simple alternative to Smart Routers for directing calls to different endpoints when you manage a large number of tracking numbers. Instead of using complex logic, Routing Tables rely on a one-to-one match between a field value and a Routing Table Key to determine where a call should go.

CTM checks the value in the selected field and compares it to the keys in the Routing Table. If the value exactly matches a key, CTM follows the route associated with that key (such as a queue, receiving number, agent, or other endpoint). Otherwise, the activity will be routed to the selected default route. 

The field used for matching can be any supported CTM field, including a tracking number, a custom field saved to the tracking number, or location data like city or state.

Watch our Routing Tables video walkthrough. 

To set up a routing table, go to Flows→Routing Tables

In the General Section:

1.  Give the route a name and description to keep them organized.
2. Choose a default route (where calls will go if a route is not defined in the table) from the Default Route drop-down.
3. Save changes.

In the Mapping Section:

1. Select the field from the drop-down that will become the key that determines where the calls will be routed. 
2. Click Add Route.
3. Enter your field value (key) in the Field Value box.
4. Select the destination for the call in the Route To drop-down if the call has the above value.
5. Click Save and Close if that is the only route being added, or click Save and Add Another to continue adding routes.

Example: Routing using a tracking number custom field.