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Overview

Inbound call management allows you to handle incoming calls efficiently with intelligent routing, IVR systems, and queue management.

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How to Set Up Inbound Calls

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Basic Setup

Step 1: Assign Phone Number
  • Select phone number for inbound calls
  • Or purchase new number
  • Configure number settings
Step 2: Assign Agent
  • Select agent to handle calls
  • Configure agent settings
  • Test agent responses
Step 3: Activate
  • Enable inbound calling
  • Test with sample call
  • Monitor initial calls
  • Adjust as needed

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Advanced Configuration

Multiple Agents
  • Route to different agents
  • Based on time, day, or other factors
  • Load balancing
  • Failover options

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Configuring IVR (Interactive Voice Response)

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IVR Setup

Step 1: Design Flow
  • Map out call flow
  • Define menu options
  • Plan routing paths
  • Consider all scenarios
Step 2: Create Menu
  • Record or generate prompts
  • Define key press options
  • Set up routing rules
  • Test menu flow
Step 3: Configure Routing
  • Route to appropriate agent
  • Route to department
  • Route to human agent
  • Route to voicemail

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IVR Best Practices

  • Keep menus simple (3-4 options max)
  • Use clear, concise prompts
  • Provide option to speak to agent
  • Test thoroughly before going live
  • Monitor and optimize based on usage

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Call Routing Rules

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Routing Options

Time-Based Routing
  • Route based on time of day
  • Business hours routing
  • After-hours handling
  • Time zone aware
Day-Based Routing
  • Different routing weekdays vs weekends
  • Holiday routing
  • Special day handling
Caller-Based Routing
  • Route by caller ID
  • VIP caller routing
  • Repeat caller routing
  • New vs existing customers
Agent-Based Routing
  • Route to available agent
  • Route to specific agent
  • Route to agent group
  • Load balancing

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Advanced Routing

Skill-Based Routing
  • Route to specialized agents
  • Match caller needs to agent skills
  • Language-based routing
  • Product-specific routing
Priority Routing
  • High-priority callers first
  • VIP customer routing
  • Emergency routing
  • Custom priority rules

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Business Hours Setup

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Configuring Business Hours

Standard Hours
  • Set daily business hours
  • Monday-Friday default
  • Customize per day
  • Time zone configuration
Holiday Handling
  • Define holiday calendar
  • Special hours for holidays
  • Closed day handling
  • Regional holidays
After-Hours Options
  • Voicemail
  • Different agent
  • Callback scheduling
  • Emergency routing

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After-Hours Handling

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Options

Voicemail
  • Professional voicemail message
  • Include callback information
  • Set expectations
  • Follow up promptly
Different Agent
  • Use after-hours agent
  • Simplified responses
  • Basic information only
  • Escalation options
Callback Scheduling
  • Allow callers to schedule callback
  • During business hours
  • Preferred time selection
  • Automatic callback
Emergency Routing
  • Route urgent calls
  • 24/7 support option
  • Critical issue handling
  • Human agent escalation

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Queue Management for High Call Volumes

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Queue Configuration

Queue Settings
  • Maximum queue length
  • Wait time limits
  • Position announcements
  • Estimated wait times
Queue Messages
  • Welcome message
  • Position updates
  • Wait time estimates
  • Hold music options

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Queue Features

Position Announcements
  • “You are caller number X”
  • Regular updates
  • Set announcement frequency
Estimated Wait Time
  • Calculate based on current volume
  • Update dynamically
  • Set realistic expectations
Queue Overflow
  • Route when queue full
  • Alternative handling
  • Voicemail option
  • Callback option

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Call Waiting and Hold Music

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Call Waiting

Waiting Experience
  • Professional hold messages
  • Periodic updates
  • Option to leave message
  • Estimated wait time
Hold Music
  • Select music tracks
  • Custom messages
  • Branded experience
  • Volume control

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Best Practices

  • Keep wait times reasonable
  • Provide regular updates
  • Offer alternatives (callback, voicemail)
  • Make hold experience pleasant
  • Monitor wait times

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Priority Routing for VIP Callers

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VIP Configuration

Identifying VIPs
  • Phone number matching
  • CRM integration
  • Custom rules
  • Tag-based routing
VIP Treatment
  • Skip queue
  • Route to best agent
  • Faster response
  • Enhanced service

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Implementation

Phone Number List
  • Maintain VIP number list
  • Regular updates
  • Secure storage
  • Easy management
CRM Integration
  • Pull VIP status from CRM
  • Automatic identification
  • Real-time updates
  • Sync across systems

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Call Forwarding to Mobile/Backup Numbers

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Forwarding Setup

When to Forward
  • Agent unavailable
  • After business hours
  • High call volume
  • Emergency situations
Forwarding Options
  • Forward to mobile
  • Forward to backup number
  • Forward to another agent
  • Conditional forwarding

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Configuration

Step 1: Enable Forwarding
  • Navigate to number settings
  • Enable call forwarding
  • Configure conditions
Step 2: Set Destination
  • Enter mobile number
  • Or backup number
  • Test forwarding
  • Verify works correctly
Step 3: Set Rules
  • When to forward
  • Conditions for forwarding
  • Fallback options
  • Test scenarios

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Best Practices

Complex IVR menus frustrate callers. Keep it simple with 3-4 clear options.
Track and minimize wait times. Long waits lead to abandoned calls.
Test IVR flows, routing rules, and forwarding before going live.
Always give callers options: wait, leave message, schedule callback.
Monitor metrics and optimize routing, IVR, and queue management regularly.

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Next Steps