#What is Smart Routings?
Smart Routings is a routing API built to be queried by your call flows. On every inbound call, the call flow of your PBX sends a request to Smart Routings with the caller's number, and receives the destination the call should go to, such as a queue or an extension.
The routing rules live in CX-Engine, in a simple interface. Changing your opening hours, adding a public holiday or moving a key account to a dedicated team no longer requires editing the PBX configuration.
Smart Routings is designed for companies that do not have a CRM to drive their routing. If your CRM already knows who is calling, CRM Middleware is the natural choice — and Smart Routings is included with it.
#How it works
- A call reaches your PBX
- The call flow sends an HTTP request to Smart Routings with the caller's number
- Smart Routings applies your rules: opening hours, holidays, caller region, known contacts
- The call flow receives the destination and routes the call
Because the PBX calls the API, Smart Routings works with any PBX whose call flow can send an HTTP request. Authentication tokens are provided for 3CX Call Flow Designer.
#Key Features
#Opening hours and public holidays per queue
Define opening time slots for each queue, and exceptions for public holidays or exceptional closures. Holidays can be generated automatically, so you never forget to close on a bank holiday.
#Queue groups
Group queues that share the same schedule: change the hours of the group once, every queue in it follows.
#Geographic routing
Route callers according to where they call from. The caller's number is matched against a geographic model (for example regions or departments), and each zone is assigned to a destination: the nearest agency, the right regional team.
#Contacts and custom fields
Maintain a list of routing contacts with your own custom fields (account manager, contract level, language…) and route known callers accordingly — for example, sending VIP customers straight to a priority queue.
#CTI lookups
Look up the destination associated with a caller through a secured token URL, to send each customer to their dedicated agent.
#Satisfaction surveys
Record the answers to post-call surveys run by your call flows, then review and export the results.
#Import and export via API
Queues, time slots, exceptions, contacts and CTI destinations can be imported, updated and exported in bulk, to keep Smart Routings in sync with your other tools.
#Pricing
Smart Routings is included with CRM Middleware. Hosting, updates and support included.