Fallback Routing

Overview

Fallback routing defines what happens to a call when the receiving number or agents you are routing to are not available to answer.  This can happen when the number or agent are already on a call, are unable to answer the call within the standard time limit, or are unavailable for other reasons (e.g., an agent is logged out or not available because of a schedule).

If your tracking numbers are routing to a queue, directly to an agent, or to receiving numbers, you can configure fallback routing to handle these situations.

Geo routers do not have the same fallback settings that queues or receiving numbers offer, but do have a similar error handling option that you can set to route calls that are not within the geo router’s service area.

Tracking Numbers

Fallback routing can be configured on tracking numbers that are routing to multiple receiving numbers (if they are dialed simultaneously) or routing directly to an agent.

When routing to multiple receiving numbers simultaneously, the following options are available:

• Hang up
• Voice Menu
• Dial Number
• Dial Queue
• Smart Router
• Dial Agent
• VoiceAI

When routing directly to an agent, the following options are available for fallback routing:

• Hang up
• Voicemail Box (the agent’s personal voicemail)
• Voice Menu
• Dial Number
• Dial Queue
• Smart Router
• Dial Agent
• VoiceAI

EXAMPLE: ROUTING TO MULTIPLE RECEIVING NUMBERS

In the following example, the tracking number is ringing to [phone] and [phone] simultaneously.  Because of the fallback routing, if neither number answers within 30 seconds, the caller will be routed to a voice menu configured in CTM.

EXAMPLE: ROUTING TO A SINGLE AGENT

In this example, the tracking number routes directly to the agent "ctm knowledge."  If the agent is not available or doesn’t answer within 40 seconds, the caller will instead be routed to the agent’s voicemail.

Receiving Numbers

Calls that are routed to receiving numbers will default to the settings on the receiving phone number’s system.  If the line is unavailable it will return a busy signal, or it may be routed to the number’s voicemail if it has one configured on that system.  Configuring fallback routing for receiving numbers will let you set a time limit for the number to be answered, as well as where the unanswered call will be routed.

The following options are available for fallback routing on receiving numbers:

• Hangup / Busy signal
• Phone Number
• Voice Menu
• Queue
• Smart Router

To learn more about configuring receiving numbers, see the full article here.

Queues

When you are routing to a queue of agents, the default queue settings will hang up the call if it is not answered within 30 seconds.  You can use no answer routing to set a different time limit and control where the call will go when none of the agents in the queue are available.

The following options are available for no answer routing in a queue:

• Hang up
• Voice Menu
• VoiceAI
• Smart Router
• Routing Table
• Dial Number
• Queue
• Dial Agent
• Shared voicemail

For more information about configuring call queues, see the full article here.

EXAMPLE: ROLLING CALLS TO ANOTHER QUEUE

In the following example, calls are being routed to a queue of support agents.  When the agents are unavailable, the queue will instead ring to the admission team's queue.

VoiceAI Agents

Instead of sending an unanswered call to voicemail or another team, you can route it to a VoiceAI Agent. The agent can engage callers when your team is unavailable, helping you avoid missed opportunities and provide a consistent caller experience.

VoiceAI Agents are especially useful for:

• Answering calls outside your normal business hours
• Providing coverage during unexpected staffing outages
• Handling overflow when your team is unable to answer
• Reducing the number of callers who reach voicemail

A guided five-step setup walks you through configuring your agent. You can choose from a variety of voices and fine-tune settings such as speaking speed and responsiveness to create an experience that fits your business.

Geo Routers

Geo routers do not have the same no answer routing settings that queues or tracking numbers offer.  Because geo routers forward calls to receiving numbers, the no answer routing that is set on each receiving number will be used for unanswered calls.

However, there is an error handling option that you can use to decide what will happen to calls that are outside the geo router’s service area.  The following options are available to handle those calls:

• Hang Up
• Phone Number
• Voice Menu

For more information about geo routers, see the full article here.

EXAMPLE: CALLS OUTSIDE THE SERVICE AREA ROUTE TO THE MAIN OFFICE

In the following example, callers that are not within the geo router’s defined service area will be routed to the company’s main office line.