What is call routing?


Call routing determines where calls to a specific tracking number should go - i.e. to a call queue, to a phone tree, to an outside phone number, to a specific agent, etc. Should you ever need to update the settings of where your calls are going, this process will walk you through it step-by-step.


When logged into Call Tracking Metrics, in the Top Left Menu, click “Numbers”, then click “Tracking Numbers”.


Now you will see a list of all your phone numbers within Call Tracking Metrics. You will update each one individually, by clicking the “Edit” button next to each number.

Once on the edit screen, you will be updating the settings under the “Dial Routing” section. There is a drop-down menu where you can select the option that you need. Once you've updated the settings to your liking, click the "Save Changes" button. These options will vary based on your specific circumstances, so if you aren't sure, feel free to submit a ticket to your Coalmarch Support team. 

Routing Calls to a Call Queue:
  • Select the "Dial Call Queue" option from the drop-down. In the second drop-down, select the queue you want calls sent to.


Routing Calls to a Voice Menu (Phone Tree):

  • Select the "Dial Voice Menu" option from the drop-down. In the second drop-down, select the phone tree you want calls sent to.


Routing Calls to a Receiving Number:

  • Select the "Dial Receiving Numbers" option from the drop-down. In the settings panel below that, you can either enter a new receiving number manually OR if you have a receiving number already saved, you can access it by clicking the arrow next to the search button and selecting it from the list.

  • You can leave the "Dial Schedule" blank unless you only want calls routed here during a specific timeframe.


Routing Calls to an individual agent:

  • Select the "Dial Agent" option from the drop-down. In the second drop-down, select the agent you want calls sent to.


Routing Calls to a Smart Router:

  • Select the "Smart Route Calls" option from the drop-down. In the second drop-down, select the Smart Router you want calls sent to.