I currently have a working, but complicated inbound routing implementation. As my business grows, it’s getting difficult to manage. I operate an IT services company, and this is specifically for the helpdesk.
All of my clients have dedicated DIDs so I can route them based on priority and give a custom greeting.
Everyone else that calls our main “published” number gets treats normally.
Currently my standard incoming call routes like this:
Incoming call -> Caller ID route or DID route -> Time Condition: Holiday? (yes / NO) -> Time Condition: Open? (YES / no) -> IVR w/ greeting
Where it gets complicated is I have a TON of inbound routes for each customer either by Caller ID or DID.
This means I have to create a holiday time condition for every single customer as well as an open time condition for every single customer.
Is there any way to do the following?
Inbound call -> Time Condition: Holiday? (yes / NO) -> Time Condition: Open? (YES / no) -> Check caller ID or dialed DID and route to the proper IVR
When I’m closed, my general customers are brought to a voicemail box. My ‘special’ customers are brought to a system that can page the on call technicians or leave a voicemail in a priority box.
To further complicate matters, I have a customized greeting for each customer. “you have reached the helpdesk for yourABC company.”
Although it doesn’t happen often, I sometimes need to throw a kill switch on the phone system and send ALL calls to closed messages. With the wide assortment of inbound routes and time conditions I have, it’s an extreme chore to put that kill switch into play.
Any thoughts on how to better handle what I’m currently doing?