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Inbound Call Routing for inTouch

Inbound Call Routing for inTouch

Owned by Romina Chu (Unlicensed)
Last updated: May 14, 2023 by Rebecca Kornblum
2 min read

Borrowers can call an inbound marketing number present in the action template. They can connect with an agent depending on the action item they have received via inTouch.

 

Inbound Call Routing Settings

  • Source

    • The user can select from two sources of inbound marketing numbers: Client number and Insellerate number.

  • Inbound Marketing Number

    • The Insellerate number requires the user to buy a toll-free or area code-specific number.

    • The Client number is any number that the user can manually input.




       

  • No Match Call Forwarding Number

    • A call forwarding number is required to be input in case the borrower cannot be connected to any agent.

  • If the primary agent of the borrower is active and has a work phone number, the borrower will be connected to the primary agent.

    • An email is sent to the borrower from Action Template 1 containing the inbound calling number – 1234567890. Agent A is the primary agent for the borrower.

    • If the borrower calls 1234567890, the call will be routed to Agent A’s work phone number

  • If an organization’s phone number does not exist, the borrower will be connected to the call forwarding number.

    • An SMS is sent to the borrower from Action Template 4 containing the inbound calling number – 1122334455. Agent B is the primary agent for the borrower.

    • If the borrower calls 1122334455, the call will be routed to the call forwarding number entered in the action template.

  • If the inbound marketing number is blocked, the borrower will be routed to the call forwarding number

    • If the borrower calls 6677889900 and it has been blocked by the service provider, the call will be routed to the call forwarding number entered in the action template.

 

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