Hi. I’ve done a bit of searching regarding this but I can’t seem to find an answer.
Basically, we have a database of known callers. About 50% of our calls come from known callers and the other 50% come from callers that we don’t know. I would like to route the calls according to whether they have an entry in our database or not.
Callers without a database entry need to go to the IVR. Callers with an entry need to bypass the IVR and go directly to a ring group.