Overview: Locations and GEO routing

Overview

This article provides information on the Locations feature and gives an example of how this feature can be used to create GEO routing calling rules. It contains the following sections:

Using Locations

Locations are where your offices or people are located. Locations can be used to:

  • Auto-route calls to employees who are closest to the customer calling in.
  • Give customers a local number to call, which connects them to local employees.
  • Group employees in the company address book.
  • Implement multiple offices without having to set up complicated call trees.
  • Work in conjunction with call groups, so that you can have one global team (eg. sales), and automatically route calls to sales representatives in the customer's region.

GEO routing 

With traditional phone systems, customers are often kept on hold for long periods of time while the system "hunts" for people to answer a call. By offering a call to geographically based employees first you ensure local customers are given local support. However, if no one local is available, the Spoke Phone auto-routing process offers the call to all other salespeople globally, ensuring that customers are responded to very quickly.

Example:

Let's say you have offices in New York, Sydney, and London, and you have sales representatives in each office. 

  1. A customer in New York calls in for the sales team.
  2. All salespeople based in New York have set their location as 'New York'.
  3. If there are people on the sales team in New York who are available to take a call (i.e. they are not busy on the phone, on a day off, or in a meeting), then the call is offered to those salespeople in New York.
  4. If there are no people available in New York, then the call is offered to everyone else in the sales team, wherever they are in the world.

Missed call notifications

Missed call alerts for the sales team are sent to everyone on the global sales team to ensure the fastest call back for the customer.

As a user responding to a missed call, you can see what location the customer originally called.

 

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