Route calls from one campaign to many call centers, based on conditions you define in a spreadsheet — ideal for franchises and multi-location businesses.Most Invoca campaigns route calls to a single destination phone number. But you can also route calls from a single campaign to many different call centers, which makes managing your account easier with fewer campaigns. There are several ways to route calls to different destinations, including simple routing in a call treatment or capturing phone numbers directly from your landing pages. This article covers a third method: routing calls dynamically based on conditions you define in a spreadsheet. This approach is useful when:
- Your business has many local branches that operate independently, such as in insurance, healthcare, or automotive.
- Your destination call centers are known numbers that don’t change often, or that you manage in a spreadsheet or another system like your CRM.
- You want to route calls using caller attributes, like location or customer type.
- You want to combine two or more factors — like product interest and location — to determine routing.
Section 1: Create and populate your routing table
- Log in to your Invoca account. In the sidebar menu, click Settings, then in the Network section, select Marketing Data.
- Create a custom Marketing Data field to store your destination call center phone numbers. Choose the field type “Short Text,” and use a Partner (API) Name like
destination_phone_number.- Make sure this field name doesn’t overlap with any data you collect dynamically on your landing pages.
- Click Settings, select Marketing Data again, click the Tables tab, then click + Create New Table.
- Enter a name for your call routing table.
- In the Lookup Field dropdown, select the data you want to use to determine the destination phone number — this may be a Marketing Data field you need to create.
- For more complex routing, click +Add to include a secondary condition — for example, Caller ID as your primary field and a
zip_codefield as your secondary field. - Click Save when finished.
- Click Download Template to get a spreadsheet (.xlsx) with the formatting and instructions for your routing logic.
- In your template, find the column for the routing condition you chose in step 5, and enter each expected value in the rows below (for example, a list of zip codes). You can use an asterisk (
*) to match any value. - If you added a secondary condition, fill in its expected values in the corresponding column as well.
- In the column for the destination phone number field you created in step 2, enter the destination number for each row. Save your spreadsheet.
- Back in Invoca, click Choose File, select your saved spreadsheet, then click Upload.
Section 2: Adding your routing table to an Invoca campaign
- In the sidebar menu, click Campaigns, then select Manage Campaigns.
- Select the campaign you want to use, or create a new one.
- Scroll to the Call Treatment section and click Edit.
- In the “At the start of the call” dropdown, select Forward to marketing data field.
- If this campaign already has call treatment options set up, see Call Treatments & IVR to determine where in your IVR tree to place your routing conditions.
- In the “Marketing Data field” dropdown, select the field you created in step 2 of Section 1.
- In the “Else, if marketing data field value isn’t a phone number” dropdown, select Forward to call center, then enter your overflow call center’s phone number.
- Click Save.