And now? Time to answer the call—via the queue

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Call qualification forges the routing path—leading callers to the correct queue.

Call Queuing
Once the caller has been identified, it’s time to get them in the right queue. This could be a department (like sales) or more specific (like enterprise sales or Billy from sales).

Call queuing involves an IVR-to-Automatic Call Distribution (ACD) data handoff. This is where the IVR responses are analyzed with Speech Recognition, Natural Language Processing, or Conversational AI.

This data then passes to the ACD, which routes the calls toward specific queues based on pre-set routing rules and criteria. During this stage, the call sits on hold, waiting for the next available salesperson or to follow the next routing rules.

To help out, Close has a customized ring duration feature. This lets you specify a custom inbound ring duration for group members so that callers aren’t … waiting … forever … before reaching the fallback number. This comes standard with your basic phone rate in Close.


Call Distribution
The final stage of call routing is distribution. This is where callers cyprus telegram data are connected with the relevant department or person who is best equipped to handle the query.

Like before, pre-set rules and routing “types” (and CRM info) direct distribution. Whether you’ve selected round-robin, skill-based, time-based—or one of the others—your routing system will funnel inbound calls from the queue, based on your settings, to available salespeople.

So, be sure you analyze—and re-analyze—your needs over time and adjust accordingly.

Close has several features to streamline call distribution. The Phone Menu, as we mentioned earlier, plays a role here again. Also, the ring order feature establishes an “all at once” or “round robin” approach.

Mastering Call Routing - Lead-based Routing in Close CRM
‎Our newest addition, lead-based call routing, automatically routes calls based on lead data when the number matches an existing lead. It can route based on lead status (like potential, engaged, trial, etc.) or to a user assigned in a particular Custom Field.