In this example, a Travel Agency provides customers with three distinct services:

• Flight Information
• Cancelling Flights
• Booking Holidays

To ensure smooth call handling, three dedicated numbers are announced:

• Dial 100 for Flight Information.
• Dial 200 for Cancelling Flights.
• Dial 300 for Booking Holidays.

When a caller selects a service:

• Calls for Flight Information are handled by Agent-1.
• Calls for Cancelling Flights are handled by Agent-2.
• Calls for Booking Holidays are handled by Agent-2 and Agent-3.

How Service Routing Works

Service Routing is a combination of Skill-Based Routing and keyword-based routing. To enable this feature, the following configurations must be made:

1. Create IVR Channels and announce the associated numbers to customers.
2. Create Skills:
   • Flight-info
   • FL-cancel
   • Booking
     The Skill name must exactly match the IVR Channel name for proper routing.
3. Ensure that the Minimum-Skill-Score is entered correctly in the Router settings.
4. Assign Skills to Agents, ensuring they have a rating of at least the Minimum-Skill-Score.

Once these configurations are complete, calls can be routed accurately based on the selected service.

Setting Up Service Routing

1. In Explorer > Phone & Text > IVR Channels, select the first IVR Channel.
2. Click Edit.
3. Click Next Module, opening the Edit Link window.
4. In the Module field, select Router from the pull-down menu.
5. In the Router field, select the required Router.
6. In the Parameter1 field, select Service.
   Selecting Service will send the Voice Channel name with the call, acting as a skill indicator. The system will then route calls to Agents matching the skill description.
7. Repeat these steps for the other two IVR Channels.

From this point forward, calls will be routed based on the IVR Channel name, ensuring that customers are connected to the Agents best suited for their requested service.