Enhanced Call Management with the CLI Routing Feature
The Calling Line Identification (CLI) routing feature is a powerful, yet often underutilized, tool within the tenant-wide call management system. While commonly employed for basic call screening and blocking of unwanted incoming calls, its capabilities extend significantly beyond these fundamental applications.
Core Functionality
The CLI routing feature enables administrators to establish specific, tenant-wide rules governing the handling of all inbound calls based on the caller's ID. Typical applications include the explicit blocking of individual numbers or predefined number ranges. However, the true value of this feature lies in its advanced routing capabilities, allowing calls from specific individuals or groups of numbers to be directed to a designated employee or team.
Use Case Example: Prioritized Customer Routing
Consider a scenario where a company handles a large volume of daily calls and requires a method to ensure high-value callers are consistently routed to a specialized department or agent. CLI routing allows for the creation of a rule that automatically directs a specific block of numbers, or an individual high-priority caller, to a pre-selected user or group. This ensures immediate connection with the appropriate resource, eliminating the need for manual transfer.
Configuration and Rule Management
Access the feature by navigating to the following location:
Tenant -> Settings tab -> CLI routing
Within the CLI Routing interface, the following options are available for rule administration: Add Rule, CSV Upload, CSV Download, and Download CSV Template. For singular rule entry, use the Add Rule option. For bulk rule creation, the Download CSV Template allows for offline preparation of multiple rules, which can then be uploaded via the CSV Upload button.
Rule Implementation Examples
Explicit Match: To route a specific caller (e.g., CallerID 19542788888) to a designated extension (124), enter the full number and ensure the Match Explicitly setting is enabled.
Partial Match (Number Range): To route all numbers beginning with a prefix (e.g., 195427) to extension 124, enter the six-digit prefix in the CallerID field and set Match Explicitly to No.
This comprehensive control over caller routing eliminates the necessity for manual call transfers, streamlining operations and significantly enhancing the call experience for both the customer and the organization. This functionality enables seamless call distribution to a Ring Group through a single main Direct Inward Dialing (DID) number. Calls are routed based on the defined CLI rules, thereby eliminating the necessity for the Ring Group to be assigned a separate, dedicated number.