Live Call Routing

Live Call Routing enables routing incoming calls and voicemails to on-call responders.

Live Call Routing enables end users and internal employees to dial a number and report incidents or leave voicemails for the issues they are experiencing. These calls or voicemails are routed directly to on-call engineers for prompt remediation of reported issues.

The direct channel established between end users and on-call engineers simplifies the process of reporting issues. Depending on the severity or frequency of reported issues, on-call engineers can triage and ensure quick resolutions, thus ensuring that the Mean Time to Resolve (MTTR) for customer-reported issues is always in check.

We support the provision of both local and toll-free numbers for the following regions:

• United States of America, Canada, United Kingdom: Easily provision local and toll-free numbers through Squadcast.

• India: Reach out to Squadcast support to obtain local and toll-free numbers.

• Belgium: (coming soon)

Prerequisites

Important:

• Live Call Routing is available as an add-on package for accounts on the Enterprise plan.

• Please reach out to your Squadcast point of contact or to [email protected] to get the add-on package activated for your account to start using the feature.

Add a New Routing Number

To begin the setup process by adding an incoming Routing Number,

1. Navigate to the Live Call Routing page on the left navigation -> Add New Routing Number.

2. Enter the Name, and optional Description, and select an Owner for this number.

3. Select the Country for which you would like to have this number.

4. Select the type of number you want. The number can either be a Local number or a Toll-free number.

Image. Configure a new Routing Number

Note: If you encounter any error in generating the number, please reach out to [email protected].

1. Then click Generate Number.

2. Select the behavior of the routing number:

   1. Play greeting and go to voicemail. Send the voicemail recording to the current on-call responder(s).

      1. The caller can leave out a voicemail after selecting the affected service and the voicemail will then be attached to the incident created.

   2. Play greeting and call the current on-call responder.

      1. When the caller places the call and selects the service, Squadcast will route the call to the current on-call person(s) in the schedule attached to the Service. Once the on-call person picks up the call, the caller can report the issue to the on-call person.

Image. Setup the LCR configuration

Note: An incident will be created for the reported issue. The incident goes to the Acknowledged state and is assigned to the on-call responder who received the incoming call.

1. If multiple responders are on-call, Squadcast will try to connect the call to 10 people (max), and the first of these responders to answer the call will be connected with the caller, and the rest of the connection attempts will be canceled.

2. If no on-call responders pick up the incoming call, the call then goes to voicemail. The voicemail will then be attached to the created incident.

1. Select the total duration of the call. The call will automatically disconnect after this specified time limit.

2. Craft your greeting message for callers in the text field. This message will be converted from text to speech and will be the first thing callers hear when they dial the number.

3. Structure the message to be read out during the call. This text will also be converted to speech and will play after each key press during the call.

4. Configure the Map Keypad:

   • For each key, a map

     1. A Service

     2. Provide an alias name for the selected Service

     3. Attach Schedules

5. Click Save.

Image. Save the configuration details

That’s it, now you have set up your Routing Number. We recommend testing this number out internally before putting it out for your end users to call.

Edit a Configured Routing Number

To edit a configuration for an existing Routing Number,

1. Navigate to the Live Call Routing page, hover over the desired configuration, and click Edit.

2. Make your changes and then click Save.

Image. Edit a configured Routing Number

Image. Edit the details

Note: Please note that you cannot edit the Routing Number, country, or number type. To use a new number, you must add a new Routing Number.

Delete a Routing Number

To delete a Routing Number,

1. Navigate to the Live Call Routing page, hover over the number you wish to remove, and click on the Delete option.

2. Confirm the deletion in the pop-up confirmation dialog to complete the process.

Image. Delete a Routing Number

Image. Confirm Deletion

Sessions

In the Sessions section, you can view all the sessions associated with a routing number along with their respective details, as listed in the table below. To access this information for a specific routing number, simply open the Routing number details page and navigate to the Sessions section.

Field	Description
Caller ID	The number from the call is indicated.
Incident ID	The Incident ID of the incident created for the call.
Recording	The recording associated with the call.
Assigned To	To whom the incident got assigned to.
Selected Service	The selected service by the caller during the call.
Duration	Total duration of the call. From the user initiating it to the end.

To view further details about a session, hover on a session, click on View Session.

Here you can view the session details and to whom the call was routed to.

FAQs

What happens if I send an SMS to the routing number?

Sending an SMS to a routing number is not supported. Text messages sent to a Live Call Routing number will not initiate an incident or be directed to the on-call responder.

How many routing numbers can I create?

You can create a maximum of 5 routing numbers in your organization.

Have any questions? Ask the community.