Set call routing rules in Contact Center Pro

Overview

A Routing Workflow is a structured process that determines how inbound communications are managed and directed within your system. Create custom call routing workflows to manage how calls are routed during and outside your business hours. Select the routing options that best suit your business needs from the various choices available in Contact Center Pro.

Things to know

• Contact Center Pro lets you create multiple routing workflows to meet the specific needs of your ServiceTitan accounts, brands, or services. For example, multi-tenant companies can use separate workflows with custom greetings and handling procedures tailored to each brand.

• Routing workflows need to include entry points that are unique identifiers for each channel, such as phone numbers.

• Contact center processes such as adding phone numbers, linking them to marketing campaigns, and completing tasks before assigning numbers to a call center are primarily maintained at the individual level within your ServiceTitan account Settings.

• There is no limit to the number of entry points to add to a single workflow, but you can add each entry point only once.

• You can save the routing workflow editor at any stage, even if the flow isn't complete. You can return later to complete your edits.

• At this time, you cannot have calls rollover immediately if no one in a Queue is available and/or online. Calls wait in the queue until the rollover time.

Access Routing Workflows screen

Find detailed information on each call flow and its routing rules.

To access Routing Workflows:

1. Navigate to Contact Center Pro.

2. Click Settings. 

3. In the Settings section, go to Routing Workflows > Workflows.

The Routing Workflows screen provides the following information:

• Name: The name of the workflow

• Entry Points: The number of unique identifiers (phone numbers) for that channel

• Account: The name of your ServiceTitan account the call can route to

• Channels: The channel of the communication

• Endpoints: The destinations or points where calls are routed or handled        

  • Queues

  • IVR

  • Call Forwarding

• Status: The current state of a workflow, showing whether it is in a draft phase or active.        

  • Draft: The workflow can be saved as a draft before publishing. While in this state, any assigned entry points are inactive, meaning calls are not routed through the workflow.

  • Active: When published, the workflow becomes active, and calls are routed accordingly. It cannot be reverted to a draft state.

Note: You can modify the workflow anytime by clicking Edit . Don't delete workflows unless you are certain. If you delete an active workflow that still has numbers in Entry Points, anyone calling one of the numbers will not be connected. Make sure you point the numbers to a different workflow first. Delete the workflow by clicking More > Delete Workflow.

Tip: Filter by Phone Number and Account information to easily find the workflow you're looking for.

Caution: You will see an error message if an endpoint is missing for a workflow. Add endpoints to each path within your workflow.

Create a routing workflow

1. In the Routing Workflows screen, click Create Workflow. 

2. In the Create Workflow screen that opens, enter the Workflow Name.

3. Select Inbound Call as your workflow type. 

4. Click Next to configure your routing workflow.        

   1. Step 1: Add Entry Points

   2. Step 2: Configure your Pre-Routing Message

   3. Step 3: Add a routing module

Configure your routing workflow

There are a few steps you need to follow to configure your routing workflow:

Step 1: Add Entry Points

1. In the new workflow screen that opens, click Start. 

2. In the Entry Points flyout, select the phone numbers of your choice.        

   Tip: You can filter the results by Status, Account, and Channel. You can also select and deselect all the available numbers in bulk.

3. When you're finished, click Save.

Step 2: Configure your Pre-Routing Message

1. Enter your Pre-Routing Message name and the message the customers will hear when they call into this workflow. 

2. Click Save.

Note: Notifying customers that you are recording a call is a legal requirement in many locations.

Step 3: Add a routing module

Click Add to select a routing module:

• Text-To-Speech: Callers receive an audio message you've set up.

• Sound File: Callers hear an audio file that you've uploaded to the system.

• Date/Time Rule: Select this option to configure routing rules for business days, non-working days, open and closed hours. To learn more about the Date/Time rules, see Date and time rules overview. 

• IVR (Automated Response Menu): This option offers callers automated menu options for streamlined call routing and self-service assistance. For more information, see Set up your Automated Response Menu (IVR) routing in Contact Center Pro. 

• Queue: Select this option to route the call to a specific holding area where tasks enter and get assigned based on priority. For more information on how to create and manage queues, see Set up Queues in Contact Center Pro.

• Voice Agent: Select this option to route calls to a Virtual Agent who collects customer information, takes detailed notes of the inquiries, and identifies spam calls. It can be assigned for after-hours support or as a fallback option to improve operational efficiency. For more information, see Integrate Voice Agents into your routing workflows.

• Call Forwarding: Select this option to route the call to a forwarding number.

• Group Voicemail: Select this option to let the customers leave voicemails that agents can access anytime. For more information on how to configure and manage voicemails, see Configure voicemail settings in Contact Center Pro.        

  Tip: You have complete flexibility to modify your routing workflow at any stage. Easily adjust the flow with click-and-drag editing and add modules anywhere in your workflow.

     

Note: If you select Date/Time Rule or IVR, specify the endpoints by clicking Add in the diagram. Deleting the Date/Time Rule or the IVR (or a preceding item) deletes any flows beneath the item.

View the routing workflow edit log

Contact Center Pro records the actions performed on the workflow edit screen.

To view the edit log:

1. In the Routing Workflows tab, click Edit next to the workflow of your choice.

2. In the workflow window that opens, click View Edit Log. 

The Audit Log screen displays details on the user actions, including what was done and the timestamps of each activity.

Want to learn more?

• See Contact Center Pro

• See Manage queues and agents through Call Center Monitoring

• See View and edit employee information through User Management