This article provides an example setup of using CloudTalk's Call Flow Designer in order to route numbers with different country codes. For information on skill-based routing, click the blue text (link coming soon).

Sorting International Calls

There are a few ways we could choose to approach the process of sorting calls coming in from different countries. One of the more convenient processes available through CloudTalk is to use a condition splitter within the call flow design of the internal number being routed.

Filter Country Codes via Condition Splitter

Condition Splitter is a type of action available for Essential, Expert, and Custom plans within the Call Flow Designer. Using a condition splitter is great for cases where a user wants to automate the filtering of incoming calls based on caller data.

While some types of data require a caller to already be input into contacts, a country code is a useful piece of information which can be gained even by an unfamiliar incoming call number. In order to attempt to sort calls by country, we can make a series of conditions which filter incoming calls by their number prefixes.

Example Case:

We are a UK based company which also services some international clients - mainly from Spain and France.

Goal:

Route incoming calls to the appropriate bilingual agents. Assume incoming callers may not be current contacts.

Steps:

  1. Start by designing a new call flow, or editing an existing one. Navigate to the Numbers tab from the lefthand sidebar and find the number in need of editing, then click the blue pencil icon next to it.

  2. In our example, we want to add a condition splitter as the first step in our call flow. Click the blue + icon next to the number at the beginning of the call flow, and from the action types select Condition Splitter.

  3. At this point, we only need to click Ok.

  4. Notice that our preexisting Call to group action has become a branch off of the Condition Splitter step. Since we are editing an existing call flow in this example, we can click the cog icon next to this Call to group action and edit it to our specifications. As a first result type, we want to route all numbers with France's prefix to our French-speaking group. Search and select the group name.

  5. Now we must make the condition which filters for numbers with a French prefix. As a property, we select Call - External number, which refers to the external or contact number calling in. For an operand, we can choose starts with. Type in the desired prefix without spaces. In our example, the national prefix for France is +33.

  6. Now we will add another conditional branch for numbers coming from Spain. Click the blue + icon and choose the Call to group action.

  7. Setting conditions for this next action, we choose to route calls to our Spanish speaking skill group. We make a condition such that external numbers which start with +34 (Spain's prefix) will match.

  8. As a final branch, we want there to be an option through which calls that do not meet either of the previous conditions will flow. Conveniently, there is a checkbox available for this case. Once more, we will click the + icon to add a branch action and select the Call to group action type. After setting the other preferences, we will check the box under Condition Splitter settings which confirms No other condition is met. Now all calls not from Spain or France will default to our general Agents group.

  9. We have now created a base call flow structure to automatically sort numbers based on which of our service countries they are from. From this point, we can add more action steps to the different branches as necessary. At the end of the editing process, make sure to Save Plan via the green button at the bottom of the page.


Related Links

Caller-Based Routing Explained

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