Enhanced Call Routing through Smart ECR™

TeleSmart SmartECR™ is a telephone network product that routes calls to customer locations based on data such as Dialed Number Identification Service (DNIS), Automatic Number Identification (ANI) or caller-input Dual Tone Multi-Frequency (DTMF) telephone keypad entries. The routing is developed on our proprietary IVR (Interactive Voice Response) platform.

Enhanced Call Routing Criteria

TeleSmart's SmartECR™ can have separate routing criteria for Predictive Dialing (PD), Outbound Interactive Communication (IC), and Inbound calls. Multiple agent groups can be created. These agent groups can be assigned to multiple routing queues. Each routing queue can have its own routing logic such as multiple agent groups, different wait times for each group, escalating priority for each group, etc.

Specific follow-up actions can be assigned to each routing queue, such as: How calls will be handled when routing queues are full; no agents associated to a routing queue are connected; the maximum wait time has been exceeded; and the qualifying queue is not within serviceable hours. These follow-up actions can include: Disconnect with an appropriate message; message to continue to wait; transfer to an IC dialogue; or, transfer to a secondary PBX type hunt group outside of TeleSmart's Center. TeleSmart's enhanced call routing is extremely flexible and can be customized to fit the needs of each customer.