Routing rules help businesses with multiple customer service teams or groups distribute incoming customer inquiries to their preferred destinations.

In maaiiconnect, routing rules can be based on volume percentage or time of day. They are available for Tags, Virtual Numbers, and Omnichannel.

• Percentage routing - distributes incoming inquiries at percentage value.
• Time-based routing - distributes incoming inquiries using time allocation.

Percentage Routing

To set up percentage routing:

• Under Routing Rules (Optional), click on (+) to add a new rule.
• On the drop-down box, select Percentage Routing.
• On the Every text field, enter a numeric value that represents the percentage.
• On the Go to drop-down box, select the destination where you want to route the inquiries to.
• If you wish to add more percentage values, click on + Add New Condition, and repeat the previous steps.
• In the Otherwise field, select the destination where you want to route the remainder of the inquiries.
• Click on Save.

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Percentage Routing Rule:

The percentage value should be between 1 and 99.

Time-based Routing

To set a time-based routing:

• Under Routing Rules (Optional), click on (+) to add a new rule.
• From the dropdown box, select Time Routing.
• On the Every field, select the day/s of the week.
• On the From and To fields, set the start and end times, respectively.
• On the Go to to dropdown box, select the destination where you want to route the inquiries to.
• If you wish to add more specific times, click on + Add New Condition, and repeat the previous steps.
• On the Otherwise field, select the destination where you want to route the inquiries that do not fall within the scope of the previous condition(s).
• Click on Save.

To preview the time routing rule, click on Preview in my timezone. A pop-up window will appear with the routing schedule set according to the timezone of your service account.

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Time-based Routing Rules:

• The time format used is a 24-hour notation in the form HH:MM
• The time setting is based on the timezone UTC +00:00.
• The routing rules setup is best used when there are multiple destinations, which represent different departments or teams in different locations.

Adding Voicemail to Routing Rules

If Voicemail is activated on any of your Virtual Numbers (toll-free or local numbers), you can use Time-based routing to manage your call inquiries.

To add Voicemail in a time-based routing:

• Under Routing Rules (Optional), click on (+) to add a new rule.
• From the dropdown box, select Time Routing.
• On the Every field, select the day/s of the week.
• On the From and To fields, set the start and end times, respectively.
• On the Go to dropdown box, select the destination where you want to route the inquiries to.
• On the Otherwise field, select Voicemail.
• Click on Save.