Check where a call would go (routing simulator)
Walk a pretend call through every rule (hours, holidays, capacity and skills) without dialling anything.
Where to find it
Calls › Inbound ops › Routing simulator
Open this screen
Steps
- Open Calls › Inbound ops and press Routing simulator.
- Choose the Queue.
- Optionally enter a Caller number (optional).
- Press Run and read each rule the call passed and where it ended up.
Tips
- Use it after changing hours or holidays to check the result.
Good to know
- Nothing is dialled.
Related how-tos
- Inbound ops Run the inbound desk day to day: call-backs, queue pausing and draining, voicemail, holidays and emergency closures.
- Route calls by the caller's area Send calls from numbers that start with a given prefix (a country or area code) to a chosen queue.
- Set a queue's hours, closed message and holiday calendar Set when a queue is open, what happens when it is closed, and which holiday calendar closes it.