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Classic - Inbound Call Routing for Campaign

Classic - Inbound Call Routing for Campaign

Owned by Rebecca Kornblum
May 03, 2024
4 min read

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.

 

Fields

Field Name

Description

Field Name

Description

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.

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.

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 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

  • When a 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 call comes in from the same borrower phone number listed and an application is assigned to the user who answered the call.

  • Click HERE for our API Doc to post to the Action Post URL.

  • If a matching application is found, then the following fields will be updated if there is no value:

    • Mailing_Address1

    • Mailing_Address2

    • Mailing_City

    • Mailing_State

    • Mailing_Zipcode

    • Employer

    • Employment_Years

    • BaseIncome

    • Position

    • Employment_Status

    • Employment_Address

    • Employment_City

    • Employment_State

    • Employment_ZipCode

    • Mailing_Address1_Co

    • Mailing_Address2_Co

    • Mailing_City_Co

    • Mailing_State_Co

    • Mailing_Zipcode_Co

    • Employer_Co

    • Employment_Years_Co

    • BaseIncome_Co

    • Position_Co

    • Employment_Address_Co

    • Employment_City_Co

    • Employment_State_Co

    • Employment_ZipCode_Co

 

Call Routing when 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 the most recent human-involved activity (check via application action).

  • Post-Call Routed to 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 Agent who Did Not Answer

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

 

Call Routing when Application Does Not Exist (Prospect Distribute)

Check if the prospect already exists.

  • Prospect Already Exists

    • When the borrower's 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 Already Exist

    • If the prospect does not exist, the system automatically creates a new prospect with the borrower’s phone 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)

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