Routers
Updated at May 30th, 2025
Table of Contents
Router Module Overview
The Router Module efficiently distributes calls among groups of Agents, ensuring intelligent call handling and optimised resource allocation. In many cases, a Router serves as the final destination in a call flow, managing incoming calls and directing them to available agents.
Key Features:
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Adjustable Queue Management – When all agents are occupied, callers are placed in a queue with:
- Music-on-hold for a better waiting experience.
- Dynamic queue position messages to inform callers of their status.
- Error and overflow actions to handle exceptions.
-
Call Routing Methods – Calls are assigned to agents based on:
- Longest idle agent – Ensuring fair distribution.
- Requested skill(s) – Matching the caller with the most suitable agent.
- Previously contacted agent – Enabling continuity by routing the call to the last agent the caller spoke to.
- Custom settings – Additional routing configurations are available for tailored call flows.
Agent Requirements:
- Agents must log in to the Client using either Client Edition or Professional Edition to receive routed calls.
Creating a New Router
1. Access the Routers Menu
- In the Explorer pane, navigate to Phone & Text > Routers.
- A list of existing Routers will be displayed.
2. Add a New Router
- Click Add to create a new Router.
- Enter a logical name for the Router, then click Add to save.
3. Configure the Router
- Click on the newly created Router in the list to access its settings.
- The tabs within the Router menu contain additional configuration options
Router Tabs
Click the following links for detailed guides on each tab and sub-section:
Additional Notes
- Routers not assigned to any call flow will appear with a grey background.
- If Routers are assigned or de-assigned, the screen must be reopened to reflect the changes.
- Some Router settings can be modified by a Supervisor within the Supervisor application, provided they have the necessary permissions.
