Category-based call routing allows you to direct incoming calls to specific agents based on their category association. This ensures calls are handled by the most relevant team members, improving efficiency and resolution time.

Prerequisite

Make sure your role has the "Manage Voice" permission enabled.

Steps to Configure Category-Based Routing

1. Go to the Voice Settings page.
2. Select the phone number you want to configure.
3. On the number’s detail page, navigate to the Routing tab.
4. Under Routing Type, select Category.
5. Choose the Category you want to associate with this number.
6. Add agents to this routing setup by:
   • Selecting agents individually from the chosen category, or
   • Selecting agents based on their role

Note: All agents added to this configuration will receive incoming call notifications for the selected number.