The Intelligent Contact Routing (ICR) tool is an advanced yet easy to use mechanism that injects situational decision-making to handling customers or leads in multi-stage operations.

When your multi-stage operation requires you to transfer a contact from your agent to another group or company, ICR is there to automate the process. You configure decision-making parameters for ICR to analyze the conditions and determine where to transfer the call.

In a common scenario, when an agent has qualified a lead (contact) on the phone and submits it, ICR analyzes your pre-configured rules and conditions and, based on that, transfers the contact to the telephone number that matches those conditions. ICR effectively puts routing decision in your hands rather than the individual agent.

ICR may require basic integration. The agent would be presented a form (e.g., a page/script) where relevant call and contact data is collected, with the ability to submit the contact for routing, effectively triggering Intelligent Contact Routing.

The ICR interface starts at the Dashboard, which shows you a tile for each active Routing Rule in the selected time period, and a graph of the number of related calls for each Routing Rule selected to be displayed.

You are able to select the time period to graph, including the current day (Today), the previous day (Yesterday), the Last 7 Days, This Month, Last Month, and a Custom Range of dates.

Refer to the following pictures.

You can select to graph Calls attempted or Calls sent.

If you click on a Routing Rule tile, a window pops up with call status for each routing scenario or option for that rule (identified by its Label). It includes number of Calls Attempted, number of Calls Sent, and revenue references.

If you select Routingin the main menu area on the left, you are presented with a Routing List, with a row for every Routing Rule defined. Here, you can Add New rules or review, edit, and delete existing ones.

When you click on an existing rule, or Add New ones, a new window appears with all the necessary elements to configure.

That includes the Settings and the Number Configuration panels.

In Settings you give it a name (Label, and define the basic behavior of the call transfer attempt, including what message to display to the transfering agent if routing was not possible (No Available Routing Message), whether to include the lead or contact in the transfer process (Conference Type), and whether to show him/her the number to be transfered to (Number Display.

The second part of the Settings panel allows you to define the fields on your Script that can be used to define the conditions for each possible Routing scenario or option.

The Number Configuration panel is used to create the conditions for each routing scenario or option, together with the destination number of the transfer operation. To review or edit the rule details, click on the Edit icon for the relevant scenario, which will pop up the Phone Number Detail panel.

This panel includes three tabs: Settings, Schedule, and Webhooks. The Settings area is where we configure most of the routing decision for this particular routing scenario or option.

A key setting, of course, is the Phone number where this routing scenario would attempt to route the call to.

The Weight provides a way to prioritize a number under similar conditions; a higher weight has higher priority. In the case that the same weight is given to multiple numbers, the first one added to the list gets higher priority (the list order corresponds to that).

The Hourly Call Cap and the Daily Call Cap limit how many calls that number should handle every hour and every day, respectively.

You can include revenue references by assigning a dollar value to each call. If you set the Dollar Value Option to Hardcode, set the appropriate value with Dollar Value per Call; if, instead, you set it to Request, that value should be included in the integration message. These numbers will be used to calculate Potential Revenue (all call attempts) and Actual Revenue (actual calls sent) in the Routing Analysis.

Through a call script, the agent loads or sets values for those fields that will be used to evaluate the routing condition. For that, a Custom Text can be defined that includes the relevant fields. Then add the conditions to be evaluated on those Fields to determine whether to route to the number in this scenario.

You have the option to not use Custom Text, in which case you just need to add (+) Fields that are to be displayed to and set by the agent, when appropriate, and the conditions to be evaluated, so ICR can use their values for routing decisions. The Fields pull-down menu will show those previously added in the Setting area of the parent Routing Rule.

The Schedule tab of the Number Configuration panel allows setting a schedule for this Routing Rule number scenario.

For every schedule item that you create, you can select one or more Days Of the Week that should follow a specific Start and Stop timeframe. You can create multiple schedule items if some Days Of the Week need to use different timeframes.

The Webhooks tab of the Number Configuration panel allows us to configure the parameters needed to post the lead/contact record to an external system when the call is transferred (the webhook is triggered just before the transfer/conference call is established).

Webhooks are used with your specific integration and should be consulted with your DialedIn Support representatives.

Field Mapping provides a way to map DialedIn lead/contact record fields to external fields, when posting to an external system as part of the call transfer.

Static Fields allows passing additional information to the external system, for example, an authorization token, or anything else that may be needed.

Custom Headers provides a way to specify custom HTTP headers, like Content-Type. See the following links for reference:
https://developer.mozilla.org/en-US/docs/Web/HTTP/Headers
https://developer.mozilla.org/en-US/docs/Web/HTTP/Headers/Content-Type

Endpoint is the actual hook URL to be used.

If you select Requestsin the main menu area on the left, you are presented with a list of Requests with unmapped fields. There's one row for every instance, showing the Date and time of the instance, the integration Token identifying it, and a list of Unmapped Fields.

When a field is made available by a Routing Rule, and a script/form is submitted with the same field but is not included as matching criterion for a corresponding Routing Number scenario, the field is considered an Unmapped Field. Reporting these fields here helps you easily identify fields that you included in the Routing Rule but not in a corresponding Routing Number scenario, whether intentionally or unintentionally.

Clicking on the view Action icon takes you to the configuration area for the corresponding Routing Rule so you can review your list of fields and whether you unintentionally missed adding a condition check for the rule.

If you select User Logsin the main menu area on the left, you are presented with a list of activities performed on the ICR tool. The type and amount of information presented in these logs may be dependent on the user that logged in, but, in general, there's a row for each action, starting with logins and any other relevant actions deemed important for tracking.

Information includes the Client IP adress from where the tool was ran, the User identifier (usually an email address), the Type of action that took place, the User Agent used (typically, the type of browser), additional Detail or action sub-type, and the Date & Time when the action was executed.

You can click on the details Action icon to open a panel with full details.

If you select Settingsin the main menu area on the left, you are presented with key parameters of the logged in user.

Email is the user identifier, while Group identifies the company or group where the user belongs. The user can also configure an IP Whitelist that tells the system the IP addresses from where the user is allowed to log in.