Advanced Routing

AltiGen's Advanced Call Router (ACR) is an add on application that can be used to provide a higher level of granularity for inbound call routing by using an auto-attendant to gather information from a caller, and then processing the call based on routing rules. The routing rules can also be configured to use Microsoft SQL queries for routing based on data that constantly changes, such as purchase order numbers, and customer ID numbers. This Data Directed Routing (DDR) can be used to ensure that the caller gets routed to the RIGHT agent, thus reducing the number of parties that a call may have to be routed through, decreasing the number of transfers, and increasing caller experience.