Routing Calls
Browse implementation guides and troubleshooting walkthroughs.
How to Balance Call Flow with Priority and Weight
Control call routing by prioritizing which agents or buyers are considered first and using weight to distribute calls among equally matched endpoints.
Read guide→Ringtone Greetings and Prompts
Adding a Ringtone Greeting to a Retreaver Campaign
Ensuring Calls Are Answered using Buyer Group Routing Behaviors
Phone calls going unanswered are a challenge for many businesses, they cost companies revenue, reputation and customer experience.
Customizing Conversion Criteria
Creating an accurate revenue report depends on your ability to breakdown and measure generated sales, and this is accomplished by using a concept known as a "Conversion".
Creating Retarget Lists using Active Campaign
Active Campaign is a Customer-relationship management web-app that helps organize and track email campaigns using large contact lists. Create automated outreach emails, track any meetings or important...
Auto-Suppression and Auto-Acceptance with Caller Lists
Caller Lists give you precise control over which caller numbers can and cannot be accepted in a campaign and reach specific buyers. Caller phone numbers could be automatically added to one or more Caller List based on different conditions and remain on a list for a certain amount of hours or days.
Routing Calls with Campaigns
How to manage call routing paths for campaigns using Route Settings triggers such as "Press 1", assign buyers priority, and other tracking features.
Forward Tag Lists
Buyers now have a new "Forward Tag" option which are evaluated AFTER the buyer is selected, but just prior to the call being routed. While standard Tags are evaluated BEFORE the buyer is selected.
Waiting Room
The Waiting Room gives your callers a chance to connect even when all your buyers are busy. Instead of immediately dropping the call, Retreaver places the caller on hold and quietly re-checks for available handlers every few seconds. The moment someone becomes free, the call goes through — no manual intervention needed.
Route By Bid Winner
Route By Bid Winner lets Retreaver route calls to the highest bidding buyer when static or dynamic conversion criteria are used.
Route By Performance
Overview of Route by Performance, including strict vs. weighted routing, configuration options for performance calculations, and how to enable the feature.
How to Filter Calls by Zip Code
Retreaver infers geo tags using data gathered from an inbound caller ID - this data can be used to filter your calls and influence your routing decisions. By just reading the phone number, Retreaver c...
How to View Call Details and read a Call Flow
Unsure how a call was routed or why it skipped a certain endpoint? Want to know what your callers are doing? All this information is available by viewing the Call Flow for your call. The Call Flow pro...