Configuring Live Call Routing as Event Source

Live call routing enables immediate response to user queries by ensuring calls reach the right team or expert quickly and accurately in real-time. This feature ensures faster resolution time and efficient handling of critical issues there by enhancing custom satisfaction

Before you begin

A phone number assigned to Live Call Routing in one subscription cannot be reused for integrations in other subscriptions. Additionally, each subscription supports only one Live Call Routing integration for a given number. Team or group members must update and verify their phone numbers to ensure proper call connectivity.

About this task

Configure a phone number in Live Call Routing integration and associate it with the specified groups. Once set up, incoming calls to the configured number will be routed to the appropriate on call person of the specified groups

Procedure

  1. Click Administration > Integrations
  2. Click New integration under the Incoming tab.
  3. Go to the Live Call Routing tile and click Configure.
  4. Enter a name for the integration in Name the integration section.
  5. Enter the allotted phone number for the live call routing in the Enter the Live Call Routing number section. To request for the phone number, click here.
  6. Enter the target group/s separated by commas under Enter the Groups to be mapped to the Live Call Routing number section.
  7. Enter the Escalation Groups to be mapped to the Live Call Routing number and also add a welcome greeting to be heard by the caller.
  8. Click Copy to add the generated webhook URL to your clipboard. Be sure to save the URL securely, as you will need it later during the configuration process. For convenience, consider storing it in a file.
  9. You can add label/s in the Add a label field, if needed.
  10. Enable the toggle at point 8 in the Live Call Routing integration page to record a voicemail after escalation.
  11. To start receiving alert notifications from Live Call Routing integration, ensure that Enable integration is set to On in On Call Manager.
  12. Click Save.