Inbound Call Routing (ICR) is a lead distribution type that enables clients to connect directly with new prospects. Insellerate provides a client with a phone number associated with an inLead campaign. When a prospect calls the phone number, the Insellerate platform routes the call directly to a lead campaign where it is distributed to an available agent or transferred if no agents are available to take the call.

Inbound calls are routed based on their area code and/or lead information to agents whose state license is appropriate to take the call. Lead data associated with a call is assigned to the agent who takes the inbound call.

This article provides the following information about inbound call routing:

How to Access Inbound Call Routing

1. Click Campaign from the inLead dropdown to open the Campaign/Campaign List page.
   
   

   Open

   

    

2. Click Add to open a new campaign. The Campaign/New Campaign page will open.
   OR
   Click the edit icon (pencil) to open an existing campaign. The Campaign/Edit Campaign page will open.
   
   

   Open

   

3. Switch the Inbound Call Routing toggle to YES.
   
   

    

4. The Inbound Call Routing window opens.
   
   

Inbound Call Routing Fields

Each of the fields in the Inbound Call Routing section works together. Most fields include Tool Tips containing information about the field. These tips appear when you hover your cursor over the ? next to the field name.

Distribution Type

The Distribution Type dropdown allows you to select one of the two distribution methods for inbound calls.

Distribute Ring Round Robin The inbound call is sent to the first agent on the list who is eligible for that lead. If the first agent doesn’t answer, the call is sent to the next eligible agent. The first agent is sent to the end of the list. If none of the agents in the Ring Round Robin group answer, the call is sent to the Call Forwarding Number.

Distribute Ring All Round Robin The inbound call is sent to the first twenty available agents at the same time. The first agent to answer wins the lead. If no one answers, the call is sent to the Call Forwarding Number.

Distribution Group

The Distribution Group dropdown allows you to narrow down the agents who are eligible for the lead. Your company’s administrators define the groups of agents who can receive leads via a campaign.

Max Call Agents

This field defines the maximum number of agents to be called before the call is transferred to the Call Forwarding Number. Use the arrows to navigate to the number of agents you would like to call.

• If you have selected Distribute Ring Round Robin as the Distribution Type, the maximum number of agents you may call is six.

• If you have selected Distribute Ring All Round Robin as the Distribution Type, the maximum number of agents you may call is twenty.

Timeout (sec)

The Timeout (sec) field defines how long Insellerate will ring the eligible agent(s).

• If you have selected Distribute Ring Round Robin as the Distribution Type, this field shows how many seconds Insellerate will ring each eligible agent before moving to the next agent in the list.

• If you have selected Distribute Ring All Round Robin as the Distribution Type, this field shows how many seconds Insellerate will ring the eligible agents before transferring the call to the Call Forwarding Number. Typically, the amount of time for this distribution type is longer than for Distribute Ring Round Robin.

Lead Caps

Hourly Lead Cap

The number of lead calls an agent can win within the current one hour (60 minutes) of winning the first call is capped. After one hour, the timer is reset. Capping the number of calls an agent can win during a particular campaign allows other agents the opportunity to win calls during that time.

Daily Lead Cap

The number of lead calls an agent can win within the current one day (24 hours) of winning the first call is capped. After one day, the timer is reset. Capping the number of calls an agent can win during a particular campaign allows other agents the opportunity to win calls during that time.

Minimum Lead Cap Call Duration

When the call duration meets or exceeds the minimum seconds specified, it will add +1 to the agent’s lead count for the lead cap check. If the call duration lasts shorter than the minimum specified, it will not add to the lead count for the lead cap check.

Auto Create Application

If the Auto Create Application toggle button is switched to Yes, when an agent answers an inbound call and presses “1” to win the lead, an application is automatically created. The application contains the campaign name and the phone number of the caller. This creates a record of all incoming calls that were accepted by an agent.

 If the Auto Create Application toggle button is switched to No, when an agent answers an inbound call, an application is not created.

Call Forwarding Confirm Key

If the Call Forwarding Confirm Key toggle button is switched to Yes, the call taker at the call forwarding service will hear a message informing them what key to press to accept the inbound call. 

If the Call Forwarding Confirm Key toggle button is switched to No, the call is still sent to the call forwarding service but there is no message informing the call taker which key to press.

Display Lead Caller ID

When the Display Lead Caller ID toggle button is switched to Yes, the phone number calling in (typically the borrower) is displayed as the caller ID to all agents Insellerate rings. When the Display Lead Caller ID toggle button is switched to No, an Insellerate number is displayed as the caller ID to all agents Insellerate rings.

Direct Mail

When the Direct Mail toggle button is switched to Yes, the Prospect Search Results window opens when an agent wins an inbound call. The agent may search by Reference ID to find the prospect and “Take” the lead. The phone number of the caller is automatically added to the newly created lead. If no prospect is found, the agent can select Create New Lead to create a new lead that includes the borrower’s phone number and is assigned to the agent.

Call Routing Recording

The Call Routing Recording welcomes the caller and provides hold music while the eligible agents are identified and called. Because the time to transfer the call to the agent may vary depending on how long it takes an agent to take the call, it is recommended that this recording be a ring rather than a message. A message might be cut off in the middle if an agent takes the call quickly.  

To Select a Previously Uploaded Recording

Click the dropdown arrow in the Call Routing Recording field and choose a file.

To Update a Recording

1. Select a file from the Call Routing Recording dropdown.

2. Click the edit icon (pencil) to open the Update Recording popup window.
   
   

3. Make the update(s).
   
   

4. Click Update to save the changes.

To Customize a Recording

1. Click the + sign in the Call Routing Recording field.
   
   

2. The Add a New Recording window opens.
   
   

    

3. Enter a Name for the new recording.

4. Enter the Branch Association for the new recording.

5. Drag and drop the customized recording file into the window. The file must be between 15 and 120 seconds long and must be in a .wav or .mp3 file format.

6. Enter a File Name for the recording.

7. Click Add to save.

Disclosure Recording

The Disclosure Recording informs the borrower the call is being recorded. This recording plays once the eligible agent(s) have been identified and the call is sent to the first agent (Distribute Ring Round Robin) or group (Distribute Ring All Round Robin). This message plays completely through before the agent or caller can begin their conversation.

To Select a Previously Uploaded Recording

Click the dropdown arrow in the Disclosure Recording field and choose a file.

To Update a Recording

1. Select a file from the Disclosure Recording dropdown.

2. Click the edit icon (pencil) to open the Update Recording popup window.
   
   

    

3. Make the update(s).
   
   

To Customize a Recording

1. Click the + sign in the Disclosure Recording field.
   
   

2. The Add a New Recording window opens.
   
   

    

3. Enter a Name for the new recording.

4. Enter the Branch Association for the new recording.

5. Drag and drop the customized recording file into the window. The file must be between 15 and 120 seconds long and must be in a .wav or .mp3 file format.

6. Enter a File Name for the recording.

7. Click Add to save.

Confirm Key Recording

The Confirm Key Recording informs the agent what key to press to take the call. The recording can be customized to provide the agent with information about the call. For example, the recording may say, “Call transfer from ABC Lending Company. Press 1 to take the call.” It is recommended that the recording repeat for a minimum of 30 seconds to ensure that there is no empty air before the agent answers the call.

To Select a Previously Uploaded Recording

Click the dropdown arrow in the Confirm Key Recording field and choose a file.

To Update a Recording

1. Select a file from the Confirm Key Recording dropdown.

2. Click the edit icon (pencil) to open the Update Recording popup window.
   
   

3. Make the update(s).
   
   

To Customize a Recording

1. Click the + sign in the Confirm Key Recording field.
   
   

2. The Add a New Recording window opens.
   
   

    

3. Enter a Name for the new recording.

4. Enter the Branch Association for the new recording.

5. Drag and drop the customized recording file into the window. The file must be between 15 and 120 seconds long and must be in a .wav or .mp3 file format.

6. Enter a File Name for the recording.

7. Click Add to save.

Initial Status

When a lead is auto-created (see Auto Create Application), the status in which the lead starts can be defined in the Initial Status field dropdown. Contacted is the most frequently selected option for a new call. The status describes the disposition of a lead and where the lead currently stands within the loan process.

Initial Activity

When a lead is auto-created (see Auto Create Application), the activity that the lead starts in can be defined in the Initial Activity field dropdown. Contacted is the most frequently selected option for a new call. Activities are actions to be completed or that can be completed within the loan process.

Inbound Routing Number

The Inbound Routing Number is a number purchased by your company from Insellerate. This number is associated to a particular campaign. When a caller dials the Inbound Routing Number, it will call the agents according to the selected distribution and call flow settings. This number can only be assigned to one campaign.

Select a Previously Purchased Number

If your company has previously purchased Inbound Routing Numbers from Insellerate, click the dropdown to select a number to associate with the campaign.

Select a New Number

To purchase a new number:

1. Click the + sign in the Inbound Routing Number field.
   
   

    

2.  The Purchase Inbound Marketing Numbers window opens.
   
   

   
   You can select which columns to view in the Purchase Inbound Marketing Numbers popup window.

    

3. Select a number through one of the three following options:

   • Purchase a toll-free number. These are more expensive than a number with a local area code.

     • Click Purchase Toll Free Number.

     • Select a branch from the Branch Association dropdown.

     • Click Purchase.
       
       

   • Purchase a local number.

     • Check the box by the area code you would like.

     • Select a branch from the Branch Association dropdown.

     • Click Purchase.
       
       

        

   • Purchase a local number by clicking the three dots in the State or Area Code fields.

     • Select Filter.

     • Select a state or area code from the list or enter one in the Search field.

     • Click Filter to add the selected state or area code to the list in the Purchase Inbound Marketing Numbers window.

     • Select a branch from the Branch Association dropdown.

     • Click Purchase.
       
       

        

4. Click Yes to confirm your purchase in the Confirm Purchase popup window.

   • Local Numbers cost $3 per month and 2 cents per minute.

   • Toll-Free Numbers cost $10 per month and 5 cents per minute.
     
     

5. A blue popup notification appears confirming the purchase is in progress.
   
   

    

6. A green popup notification appears confirming the purchase is successful.
   
   

    

7. The newly selected number appears in the Inbound Routing Number field.
   
   

    

Call Forwarding Number

If no agents are available to take the call, it is forwarded to the Call Forwarding Number. This number is provided by your company.

Call Routing Flow

The Call Routing Flow defines how the call is routed if the incoming call number (borrower) matches an existing application. There are three routing options:

• Call Primary Agent Only

• Call Primary Agent, Send to Distribution

• Send to Distribution Only

Call Primary Agent Only

Calls are routed to the primary agent of the existing application. When this path is selected, the Timeout for Primary Agent (sec) field appears. Set the Timeout for Primary Agent (sec) field to determine how many seconds the phone will ring. [See Timeout for Primary Agent (sec).]

If the agent does not answer the call, it is sent to the agent’s voicemail and no time is set in the Timeout for Primary Agent (sec) field.

Call Primary Agent -> Send to Distribution

Calls are routed to the primary agent of the existing application first. When this path is selected, the Post Primary Agent Call Recording and the Timeout for Primary Agent (sec) fields appear.

1. Select or create a recording in the Post-Primary Agent Call Recording field. [See Post Primary Agent Call Recording.]

2. Set the Timeout for Primary Agent (sec) field to determine how many seconds the phone will ring. [See Timeout for Primary Agent (sec).]

If the primary agent does not answer the call within that timeframe, it is then routed through the distribution option defined in the Distribution Type field. The lead is reassigned to the agent who takes the call through the distribution.

Send to Distribution Only

Calls are routed through distribution.

Timeout for Primary Agent (sec)

Use the up/down arrows in the Timeout for Primary Agent (sec) field to set the wait duration for the primary agent to answer the call when you select Call Primary Agent->Send to Distribution in the Call Routing Flow field.

• Minimum wait time: 8 seconds

• Maximum wait time: 60 seconds
  
  

Post Primary Agent Call Recording

During the transition from primary agent to distribution, a default Ytel message plays “Please wait while we transfer you to the next available agent.” You may upload a custom recording to replace the default message if desired.

Post URL

Some companies receive prequalified leads through a call transfer company. These leads are transferred through the inbound call routing number and follow the distribution path defined in the Inbound Call Routing fields. Call transfer companies may post data about the lead. When an agent answers a call and the lead is auto-created, the lead is updated with the data which appears in the Post URL field.

Show Incoming Call Detail

The Show Incoming Call Detail toggle is a feature that enhances the call management process by providing users with comprehensive information about incoming calls that match a lead in the system. By default, the toggle is turned On and the system displays essential details such as the caller's name, phone number, state, and loan type. Users receive instant notifications containing this information whenever a call aligns with a lead. Changing the toggle to No disables this feature and the details will be hidden from the call notifications.

Show Incoming Calls Detail toggle: On

Show Incoming Calls Detail toggle: Off

Custom Status Distribution Logic

Custom Status Distribution Logic allows users to define how inbound calls should be distributed based on the current record status. The custom logic enables the call routing flow, distribution type, and distribution group to be defined by status within the campaign.

1. Click Add in the Custom Status Distribution Logic section.
   
   

2. The Custom Status Distribution popup window opens.
   
   

3. Select a routing path from the Call Routing Flow dropdown menu.
   
   

4. Complete the fields specific to the routing path selection.

5. Click Update. (This example includes the fields specific to Call Primary Agent ->Send to Distribution path.)
   
   

6. The newly created distribution path appears in the Custom Status Distribution Logic section. The logic can be edited by clicking the edit icon (pencil).
   
   

Common Popup Notifications

The following popup notifications appear at various points during the Inbound Call Routing Process.

New Inbound Call

New Inbound Call - Existing Lead

New Lead Assigned

New Lead Won

New Lead Created

Application Updated

Lead Lost

Use Cases

Call Routing When the Application Already Exists

• Pre-Call Routing

  • When the borrower phone number of an existing application matches an incoming call and it’s not an open lead, then Route to Primary Agent.

  • When there are duplicate applications found, then Pick the first application with most recent human-involved activity (check via application action).

• Post-Call Routed to an Agent who Answered

  • The agent who answers the call receives a green popup notification containing partial lead data. When clicked, the popup notification navigates to the application.

• Post-Call Routed to an Agent who Did Not Answer

  • If the agent did not answer, the process ends.

Call Routing When the Application Does Not Exist (Prospect Distribute)

Check if the prospect already exists.

• Prospect Already Exists
  When the borrower phone number of an existing application matches an incoming call, it should use an associated application and be routed to the primary agent. If there is a duplicate, pick the most recently created prospect. Once an agent wins the call, all others are removed from the application.

• Prospect Does Not Exist
  When the prospect does not exist, the system automatically creates a new prospect and populates it with the property state derived from the area code.

 Cases When Call Forwarding is Enabled

• Active on Insellerate-Based Call

  • When the agent list is being created for inbound calls, Insellerate excludes agents who are currently active in an Insellerate-based call such as Click to Call or any other call that has been routed to their office or mobile number.

  • The agent will not get rings from ICR if they are already on a call.

• No Caller ID in Inbound Call

  • When an inbound call does not have a caller ID, the call is routed to the call forwarding number.

• Inbound Call is Blocked

  • If the inbound call is blocked, the call will be directly routed to the call forwarding number.

• No Agents Answer After 60 seconds

  • Each agent in the list has 10 seconds to answer a call. If no agents answer after 60 seconds, the call is routed to the campaign’s inbound call routing call forwarding number.

Inbound Call Routing as Marketing Calls

Inbound calls to a campaign for inbound call routing are tracked as marketing calls in the Sales Manager Report (SMR v2.) Turning on/off of inbound call routing has no effect on the Marketing Call Count in the SMR v2.
In the SMR v2 grid, marketing calls are displayed as:

• 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)

Verification for State License

When verification for state licensing applies to Inbound Call Routing (or Data Lead Posts), the system first looks to the property state on the lead and then to the available area code for a phone number. If the system finds a matching application or prospect where the property state is blank but where a phone number is present, the system will use the caller’s area code to derive the state for distribution state license verification. If both home and mobile numbers are available, the logic will prioritize the home number.

Examples

• Inbound call with no lead data: Routing is based on the caller’s area code.

• Inbound call with lead data and property state: Routing is based on the property state if the lead exists in the system. Match based on the callerID of the borrower to existing applications.

• Inbound call with lead data, but property state is blank: Routing is based on the area code of the callerID of the inbound call.

• Inbound call with lead data, but no property state, and callerID is blocked: The call is routed to everyone. State licensing is not applied to the call.

BusyLight Integration

BusyLight integration enhances your call management experience by providing visual indicators of your call status. Connecting BusyLights via USB and configuring the color display allows you to easily convey your availability to colleagues and avoid interruptions during important calls. The integration offers three key color states: green, red, and blinking red.

• Green: Available for a call
  The user is logged in, has calls turned on, and is not currently on a call.

• Red: Not available for a call
  The user is logged out, has calls turned off, OR is currently on a call.

• Blinking Red: Inbound call
  The user is logged in, has calls turned on, is not on a call, and has an inbound call coming in.