Overview of Call Paths

Overview

The Call Path determines how a call is routed when it reaches the Playbooks system. It consists of various elements which can be configured in the Playbooks Manager App depending on how you want calls to be routed in Playbooks. You need the Manage Settings Permission to access Call Paths.

This article provides a detailed overview of Call Paths and how inbound calls are routed using this functionality.

Call Path Functionality

Before creating a call path, you need to create a prerecorded message that will be played to callers.

Once a Call Path is created, you need to assign a Direct Inbound number to it - calls that are coming to this number will then be routed to elements defined within the Call Path.
Each Call Path branch should end with a terminator element. Terminator elements include Call Forward, Path Bridge, and Disconnect. Time Zone should be set to the time zone of your inbound team or company headquarters.

To assign an Inbound Number to a Call Path, follow the steps below:

Open the Playbooks Manager App.
Click the Settings tab.
Click Call Paths.
Click the vertical ellipses next to the Call Path.
Select Properties.
Select an available Inbound Number.
If you don’t see any available inbound numbers, contact your Account Manager to get inbound numbers added to your account.
Click Save.

Rep Queue is the most important element of the Call Path as it defines to which teams and users calls will be routed.

When a user receives a call via Playbooks, they will see a message “Direct Inbound Call” - if it is coming to the DIN assigned to their account, or “Rep Queue [Name]” - if it is a call routed to them via from a Call Path.

Here is a short video explaining the Call Path functionality:

Call Paths Elements

Below are the available elements that can be added to a Call Path. When you click the vertical ellipses on each element, you get the ability to edit and/or delete it. Clicking edit is how you configure each element.

Manage_Inbound_Call_Paths_Available_Routing_Options.png

Menu Message – Selects which pre-recorded message plays from a drop-down menu. This message should explain the various branches connected to this menu.
Play Message – Adjusts how many times the message plays. If the caller does not make a selection by the time the message ends, they will be routed to the default branch.
Menu Branch – Assigns the number for each branch when you connect Menu to the next element.
Default – Automatically routes calls to the connected branch if the call meets no other criteria. You must select this for one of the branches before the element will be configured.

Rep Queue

Administrators can create Rep Queues within Call Paths that will automatically route inbound calls between multiple reps. For example, a company may put a phone number on a website or billboard. When someone calls that number, Playbooks routes that call among the reps one at a time starting with whoever has been waiting for the longest to take the call.

Here are some Rep Queue behaviors to be aware of:

Each rep has a certain amount of time to answer an inbound call. This time is configurable in the Rep Queue element.
A rep will be marked unavailable if they have missed or ignored four calls in a row. This includes all inbound Playbooks calls, not just calls routed from the Rep Queue.
The amount of time a call is routed in a queue can be changed for each Rep Queue. This time is configured during Rep Queue setup in the Skip Queue drop-down menu.

Rep Queue has the following settings:

Queue Name – Establishes the name of the Rep Queue. This is the name reps will see when the inbound call rings their station.
Teams – Selects the Teams or individuals who will be included in this Rep Queue. You can add individuals to the rep queue by clicking the drop-down arrow next to the rep’s Team.
Time to Answer – Establishes how long each rep has to answer the call. Keep this time as short as possible to prevent the caller from having excessive wait time.
Message/Hold Music – Sets what the caller hears while waiting in the rep queue. Choose between a pre-recorded message or hold music.
CRM Record Lookup Order – Indicates the CRM objects to be queried, and in what order, to look for the matching inbound number. If a match is found, the name and company is presented to the rep. Only select the objects needed since this will increase API usage.
Skip Queue – Established how long the caller is in the Rep Queue total before failing over.
Checkbox – Gives the call path the option to skip the queue if no one is available. Selecting this will prevent the caller from being placed in the queue unnecessarily.

Play Message

This element plays a message to the caller instructing them what to expect as the call routes. You need to selects which pre-recorded message plays from a drop-down menu.

Note: You need to create a Recorded Message before creating a Call Path - it will be played for prospects when they reach the Call Path. If you have a Menu or Play Message element added to your Call Path, you will not be able to save that Call Path until you add a pre-recorded message to that element.

To create a pre-recorded message, follow the steps below:

Open the Playbooks Manager Application.
Click the Settings tab.
Under Calls, click Recorded Messages.
Click the yellow plus button.
Name your new recorded message.
Click NEXT.
Verify that you have access to the phone number presented.
Click CALL ME.
Use the voice message manager to record and listen to your new message:
Press 2 to record a new message
Press # to end the recording
Press 1 to review your message
Disconnect after a successful recording.
Click DONE.

Call Forward

Call Forward – Sends the phone call to a specified phone number.
NOTE: The number must be a direct number. No numbers with extensions can be used.

Country – Enters the country code for the forwarding number.
Forwarding Number – Forwards the call to the number typed in this box.

Start or Stop Recording

These elements define when a call recording starts or stops. There are no configurations on these elements.

Time of Day

Routes calls differently based on the time of day corresponding to the time zone of the call path. Time of Day configuration window does not open until you connect it to the next element.

Start Time – Sets the start of the workday, or when calls can begin routing to this branch.
End Time – Sets the end of the workday, or when calls will stop routing to this branch.
Default – Automatically routes calls to the connected branch if the call meets no other criteria. You must select this for one of the branches before the element will configure.

Day of Week

Routes calls differently based on the day of the week. For example, workdays vs. weekends. Day of Week configuration window does not open until you connect it to the next element.

Day – Selects the days calls will be routed to this branch.
Default – Automatically routes calls to the connected branch if the call meets no other criteria. You must select this for one of the branches before the element will configure.

Disconnect

Ends an inbound call. There is no configuration on the Disconnect element. This element can be used at the end of a branch where no routing will take place.

Call Path Bridge

Forwards an inbound call to another call path. The other Call Path must be created before you will be able to select it in the Path Bridge element.

Call Path – Selects the other Call Path from a drop-down menu.

Route to Last Caller

Sends an inbound call to the agent who most recently dialed the number identified by the incoming caller ID.

CRM Record Lookup – Identifies which CRM objects should be queried to lookup the incoming phone number.
No Answer Failover – Determines what the call does if the rep does not answer. Choices include Continue Call Path or Last Caller’s Station. If the Last Caller’s Station is selected and no record can be found, the call will be ended by the system.

Important Notes:
- The system only uses outbound calls to determine which user most recently dialed the caller.
- Each Route to Last Caller element will only check one CRM Record object. If you want the Call Path to check more than one object (Leads and Contacts), you will have to add more than one Route to Last Caller element.
- When a prospect returns a call to a LocalPresence number, the call will automatically be routed back to the last caller.

Important Information Related to Call Paths

Call Path name is the name that shows up in reports.
Time Zone should be set to the time zone of your inbound team or company headquarters.
Call Paths should route callers to reps as quickly as possible to keep the abandonment rate low.
If you are on an Inbound call, you are automatically marked as Unavailable for other calls. You cannot be marked as available to accept inbound calls if you are already on an Inbound call.
After finishing the call, you are automatically marked as Available.
Managers can change the status of users from the Call Monitoring tab - click the green “Available” next to the rep's name and confirm you want to set them to “Unavailable”.

Issues With Inbound Calls

Users may face issues that reps do not receive inbound calls. In such cases, they should verify that:

The Rep queue is properly configured (i.e., correct teams and users are assigned)
There is a Direct Inbound Number assigned to the Call Path
It is recommended that each team has a separate rep queue element with a reasonable amount of time when a call skips the queue (e.g., no reps available) and is routed to the next queue.
If the issue persists, refer to the Troubleshooting Article - Unable To Receive Inbound Calls.