Inbound Calls

Route incoming customer calls to the right agents using skills-based routing, IVR self-service, and queue management.

Overview

Inbound Calls in Expertflow CX handles calls from customers who dial your contact center number. Calls arrive via SIP trunk, pass through an IVR for self-service or information gathering, and then route to an available agent based on skills and business rules.

This page covers how inbound routing works and what you can configure.

How Inbound Routing Works

1. Customer dials your contact center number

2. Call arrives via SIP trunk to the Media Server

3. Media Server runs the IVR flow (greetings, menus, data collection)

4. IVR determines the routing destination (queue, skill, or specific agent)

5. CX Routing finds an available agent matching the required skills

6. Agent receives the call alert in Agent Desk

7. Agent answers and is bridged with the customer

8. After the call, agent sets wrap-up code and becomes available

What You Can Configure

IVR

The Interactive Voice Response system greets callers and guides them before reaching an agent.

• Welcome prompts — Greet callers with custom messages

• Menu options — Let callers select options via keypress (DTMF)

• Conversational IVR — Use AI-powered speech recognition for natural language input

• Data collection — Gather customer information (account number, reason for call)

• Self-service — Resolve simple queries without agent involvement

IVR flows are configured on the Media Server.

Queues

Queues hold calls until an agent becomes available.

• Queue assignment — Assign calls to queues based on IVR selection or routing rules

• Hold treatment — Configure hold music and periodic announcements

• Queue priority — Prioritize certain calls (e.g., VIP customers)

• Service levels — Define target answer times for reporting

Queues are configured in Unified Admin.

Skills-Based Routing

Route calls to agents based on their skills and proficiency.

• Skill definition — Define skills (e.g., language, product expertise, support tier)

• Agent skill assignment — Assign skills and proficiency levels to agents

• Routing rules — Match call requirements to agent skills

• Fallback routing — Define overflow behavior if no skilled agent is available

Skills and routing are configured in Unified Admin under CX Routing.

Transfers

Agents can transfer calls during or after connecting with the customer.

• Direct transfer — Transfer directly to another agent or queue

• Consult transfer — Speak with the target agent before transferring

• Queue transfer — Transfer to a different queue

• External transfer — Transfer to an external phone number

Transfer options are available in Agent Desk. Configuration for external transfers is in Unified Admin.

Configuration Checklist

Where to Go Next

Current Limitations

For the full list and details, see Limitations.