XenLeads has the ability to intelligently route inbound calls based on a simple rules that you define.  


Virtual Numbers

Numbers that you wish to associate with calling campaigns should be marked as a "Virtual Number".  This instructs the system to use intelligent routing for the phone number.  


1. If the inbound caller is associated with a contact that's owned by one of your users, then the caller is first routed to the contact owner.  For example, if Megan owns the contact and Megan is available to take the call, she will receive the inbound call.


2. If the caller not an owned contact, the system inspects the call history for the contact and routes the call to the last person that dialed the contact.  For example, If Joe from your call center last contacted the caller, and Joe is available to receive the call, then Joe will receive the inbound call.  


3. If the above conditions aren't met, the system will route the call to the user or group of users assigned to the phone number.  We recommend setting the Simulring option for Campaign numbers.


4. If no user answers the call, then the caller is sent to voicemail (unless voicemail is set to disabled).


Incoming call routing types:


Direct Call

The call will be routed to a single user that's assigned to the phone number.  If more than one user is assigned to the user, the system will pick a single user based on user availability (who's phone is online). 


Simulring

The call will be routed to all users assigned to the phone number.  The first person to answer the call is connected to the caller.

Note: Simulring should be used for Groups and Campaign phone #'s.


Block

No incoming calls are allowed. The caller will be disconnected.