Routing & Queues
Covers creating queues, setting up routing rules, and configuring voicemail for smooth call flows.
11 articles
- Number Pools and DID Limits — Best PracticesHow EnrollHere's 25-DID purchase cap works, what number pools do, when numbers rotate, and how to request more.
- Route Queue Calls by Agency, Tags, or Specific Agents in the EnrollHere DialerChoose which agents a queue can ring — the whole agency, agents with specific tags, hand-picked agents, or any combination.
- Understanding the Can Receive From Queue Section in the EnrollHere DialerChoose which agents a queue rings, and bulk-assign them by filtering on tags.
- Setting Up a Ring Group QueueA Ring Group rings a group of agents (all at once or in tiers) and lets each accept or decline instead of auto-connecting. Here is how to configure the steps…
- Buying Numbers in Bulk by Area CodeBuy multiple local DIDs from an area code in one action instead of hand-picking each number.
- Rerouting Inbound Calls by Lead ListSend an inbound call to a different queue based on the lead's list membership, for example routing book-of-business leads to customer support.
- Reading the Number Health ColumnThe Numbers list shows outbound health per number so you can rest or retire a degrading number before answer rates drop.
- Building an IVR Call FlowBuild a Router IVR flow node by node: prompts and audio, business hours, holding callers with Wait for Agent, transfers and voicemail — plus the setup traps that silently drop…
- How to Add an Agent to a Queue in the EnrollHere DialerAssigning agents to queues ensures they receive the right calls based on campaign routing. There are two ways to add an agent to a queue.
- Queue Voicemails, Auto-Accept, and After-Hours RoutingSet up queue voicemail, auto-accept, scheduled after-hours flows, TCPA-safe greetings, and stop your queue from idling indefinitely.
- Creating a DID TransferAdmins can create a DID transfer to route calls to external numbers