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Creating a percentage-allocation routing plan

If your toll-free traffic flow consistently needs to be redirected to different locations, use the percentage-allocation routing feature to automatically send your inbound calls to where you have the staff. For example, if you have call centers in Colorado, Arizona, and Virginia, but your largest support team is in Colorado, you can set up a rule to divide where calls are sent, such as 50% to Colorado, 35% to Arizona, and 15% to Virginia.

To route call traffic based on percentages:

  1. Click Inventory, then click Inventory.

    Control Center displays a list of all services assigned to the accounts under your enterprise ID. If you have more than 10 services, you can view the rest of your services by clicking one of the blue linked Show numbers at the top of the list or you can click the blue down arrow at the bottom of the list to add 10 services at a time to the view.
Inventory
  1. Search for the service in one of these ways:

    • Sort your services using the Sort by… list (e.g., Service Type). You can toggle between descending and ascending order using the arrow to the right of the Sort by… list.

    • Filter your services by selecting an option from the View All (Default) list.

    • Search for a specific service (by service type, account, etc.) using the Search by… field and search box. (To search using multiple search criteria, click Advanced Search, then fill in your search criteria and click Apply Search Filters. When you're done, click Close Advanced Search.)
  1. When you find the service you want to work with, click the blue arrow on the right of the line for the service.

    Control Center displays details for the toll-free service you selected.
Inventory (showing toll-free service detail and global default)
  1. From the Call Plan More Actions list, select Edit Call Plan.
product service id details toll free edit call plan
  1. On the right of the global default (dark gray) bar, click the down arrow, then click Add New Feature.
product service id details toll free add new feature
  1. In the pop-up window, from the Select Feature list, select Percent Allocation, then click Submit.
  1. If the Confirm Feature ADD/Delete window appears, click Accept.
product service id details toll free percentage allocation feature details
  1. If you want to route all calls to a single number, select the Uniform checkbox. (Otherwise, leave it empty. If you select the checkbox, Control Center won't let you specify more than one termination or type a percentage.)
  1. Click Add Rule.

    From here, unless you selected Uniform, you're creating a rule to tell the system what to do when someone calls a certain phone number. In our example, we routed calls between two locations, with each getting 50% of the calls.
product service id details toll free geographic routing feature details
  1. Depending on what kind of number you want to route, in the Terminating Route Type section, do one of the following:

    • To add a dedicated trunk:

      1. Select the DED radio button.

      2. From the Primary Trunk list, select the trunk.

    • To add a switched ANI:

      1. Select the SWI radio button.

      2. From the ANI list, select the terminating route.

      3. If you don't see the trunk/ANI you need, click the ADD ANI TO THE LIST button, fill in the fields, click Add, then select the number from the list.

Note: If you give the ANI a description, describe it so you and your colleagues will remember it. If you leave the description blank, the phone number will show in the list.

  1. Scroll down  in the pop up, in the Percentage (%) field, type the percentage of calls you want to route to that number, then click Update.
  1. From the Percentage Allocation list (blue bar), click Add New Feature.
  1. From  0% list (gray bar), click Add New Rule.
  1. Scroll down  in the pop up, in the Percentage (%) field, type the percentage of calls you want to route to that number, then click Update.

    Continue this process until your allocation is 100%.
product service id details toll free percentage allocation with rules
  1. Click Save Changes (at the bottom of the Details accordion).

    Control Center prompts you to schedule when you want the new routing to activate.
product service id details toll free percentage allocation feature details with rules added schedule call plan
  1. Enter a Date and Time, select a Time Zone, then click Submit.

Important: We recommend you schedule your call plan an hour before the activation time. After it has been scheduled, you are unable to edit the plan. If you want to make changes after the plan has been scheduled, you need to wait until the changes go into effect and then you can change it.