Call Queue

Skill Based Call Routing

This article will provide a walkthrough on how to use skill based call routing.

Skill based call routing is an option that is available only for call queues inside of the bvoip phone system. It works by setting a value to the agents listed in the queue and the phone system will use that value to push the calls to agents. 

How to Setup Skill Based Call Routing

  1. Log into the bvoip phone system.
  2. Click on the Call Flow drop-down menu.
  3. Go to the Call Queues subsection.
  4. Select the Edit button next to the desired call queue. You can also click the Add button if you wish to start a new call queue. 
  5. Click on the General tab.
  6. Scroll down to the Ring Strategy drop-down.
  7. Select any of the following options:
    1. Skill Based Routing  Ring All - Ring the phones of all the agents in this skill group.
    2. Skill Based Routing Hunt Random Start - Randomly select an agent to assign the call to, evenly distributes the calls among the agents in this skill group.
    3. Skill Based Routing Round Robin - Cycles sequentially through all available queue agents in this skill group.
    4. Skill Based Routing Fewest Answered - Prioritizes available agents who answered the least number of calls in this skill group.
  8. Go to the Agents tab.
  9. Set a skill number for each agent in the call queue. Setting 1 will institute that those agents will be prioritized first.
  10. Click the Save button.