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Rebecca Kornblum

Rebecca Kornblum

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Inbound Call Routing allows inbound calls to be routed to agents who have the appropriate state license to handle the call. It allows calls to be routed based on the area code and/or lead information that was provided with the call. Lead data associated with a call is assigned to the agent who takes the inbound call.Image Removed

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Fields

Field Name

Description

Alias

Distribution Type

This determines how a lead will be dispersed to agents.

Distribution Group

Administrators can define groups of agents who can receive leads via a campaign.

Max Call Agents

This defines the maximum number of agents to be called before the call is transferred to the call forwarding number.

Timeout (sec)

This defines the amount of time Insellerate will ring the eligible agent before moving to the next agent/group in the queue.

Hourly Lead Cap

Daily Lead Cap

Minimum Lead Cap
Call Duration

Call Forwarding
Confirm Key Toggle

Auto Create
Application Toggle

Direct Mail Toggle

Display Lead
Caller ID Toggle

Call Routing Recording

The recording should welcome the inbound call and provide hold music while the eligible agents are called.

Disclosure Recording

The recording should inform the borrower the call is being recorded.

Confirm Key Recording

  • The recording should inform the agent what key to press to take the call and the lead.

  • This field is only available when the Require Confirm Key toggle is On.

Transition Recording

  • The recording should inform the borrower the next agent is being connected.

    • This field is only available when the user selects the Distribute Ring Round Robin in the Distribution Type field.

    Initial Status

    A status is the disposition of a lead and where the lead currently stands within the loan process.

    Initial Activity

    Activities are actions to be completed or can be completed within the loan process.

    Inbound Routing Number

    This number can be purchased via Insellerate and can only be associated to this inLead campaign.

    Call Forwarding Number

    If no agent is available, the call will be forwarded to the number provided.

    Call Routing Flow

    This defines how users want the call to be routed if the incoming call number (borrower) matches an existing application.

    • Call Primary Agent Only

      • Calls will be routed to the primary agent of the existing application.

    • Call Primary Agent

    ,

    • -> Send to Distribution

      • Calls will be routed to the primary agent of the existing application first. If the primary agent does not pick it up, it will then be routed through distribution.

    • Send to Distribution Only

      • Calls will be routed through distribution.

    Timeout for Primary Agent (secs)

    The wait duration for the primary agent to pick up the phone is configurable.

    • Minimum wait time: 8 seconds

    • Maximum wait time: 60 seconds

    This field is not available when the user selects Send to Distribution Only in the Call Routing Flow field.

    Post Primary Agent Call Recording

    • During the transition from primary agent to distribution, a default

    YTel

    • Ytel message plays: “Please wait while we transfer you to the next available agent.”

    • Users may upload a custom recording to replace the default message.

    • This field is only available when users choose Call Primary Agent

    ,

    • -> Send to Distribution in the Call Routing Flow field.

    Post URL

  • The Action Post URL is used in tandem with Insellerate's ICR feature and is meant to update lead information for the corresponding call. 

    • When a

    request

    post is made to the Action Post URL, it will attempt to update an existing application from the same campaign (matched by borrower phone number) or remain a prospect until a

    matching

    call comes in from the same borrower phone number listed and

    the data updates the converted blank application.

    an application is assigned to the user who answered the call.

    Show Incoming
    Call Detail Toggle

    Custom Status Distribution Logic

    allow users to define how inbound calls should be distributed based on the current record status

    Call Routing when Application Already Exists

    ...

    • Call Count = Count of all inbound marketing calls

    • Talk Time = Total talk time of all inbound marketing calls

    • Unique Call Count = Count of all distinct inbound marketing calls by [Caller] phone number (Initial call)

    • Unique Talk Time = Total talk time of all distinct inbound marketing calls by [Caller] phone number (Initial call)

    ...