Use call routes to control how inbound calls flow so customers quickly reach the right team, voicemail, or payment options.
Quick Start:
1. Open Settings > Call Routes and create a new route.
2. Add and connect SmartRoute, IVR, RouteConnect, Voicemail, and Payment nodes as needed.
3. Assign the route to locations and save so tracking lines use it immediately.
Access Call Routes
In the web client header, click Settings (A) to open administrative settings.
In the settings menu, click Call Routes (B) to view existing routes, edit them, archive or activate them, and create new ones.
Create a New Call Route and Configure Call Route Settings
On the Call Routes page, click New Call Route (C) to open a blank call route grid.
In Route Name (D), enter a concise, descriptive name that others will understand when assigning phone numbers and locations.
To make this the default for newly created locations, select Default Route (E) after you verify that all connections are complete and the route behaves as expected.
Assign The Route To Locations
Click Assign To Locations (F) to open the Assign Call Route To Locations window.
In Select Location(s) (G), choose individual locations one at a time, or use Command (multi-select) and Shift (range select) to highlight multiple locations; click Select All (H) to include every location.
Click Assign Location(s) (I) to move the selected locations from the Unassigned Locations list to the Assigned Locations list.
Click Done (J) to apply the locations to the call route. Note that this affects only tracking lines associated with the default location call route.
Build The Call Route
Use the Drag and Drop (A) menu to access all available node types for customizing the call route.
Click the Downward Arrow (B) on the Drag And Drop menu to collapse it and gain more grid space; click it again to reopen the menu.
From Add Node (C), drag a node onto the grid to start building the route. To add multiple child nodes, drag additional nodes from the Drag And Drop menu onto open grid spaces and click the Half Circle (D) under a parent node to connect an arrow to each child.
To change a node, hover over it and click Edit (E) when the edit icon appears, then configure the node settings as described in the relevant section below.
To remove a node, hover over it and click Delete (F); deleting a parent node also deletes its child and grandchild nodes unless those nodes have another parent connection.
Configure SmartRoute Nodes
A SmartRoute node automatically routes a call based on the caller type (Current Customer, Delinquent Customer, Lead, or Other). This is especially useful when you use multiple Storable CRM products, such as Collections and CRM lead services, ensuring each caller is routed to the most relevant queue.
In Name (G), enter the label that should appear for this SmartRoute node on the call route grid.
Select Lead (H) if you want calls recognized as existing leads to follow a specific path; you will be able to use this call type when connecting child nodes.
Select Customer–Current (I) to route current customers with no delinquent balance to a different queue than other callers.
Select Customer–Delinquent (J) to route delinquent customers to specialized steps such as payment.
Confirm that Other (K) remains selected; this call type cannot be deselected and is used when the caller does not match the other categories.
When you finish configuring the SmartRoute node, click OK (L) to close its settings and add it to the call route.
To connect a child node to a SmartRoute node, use Connecting A Child Node To A SmartRoute Node (M) by choosing a call type for each connection; each enabled call type can be used only once and must be mapped to a child node.
Configure IVR Nodes
An IVR node routes calls based on the number the caller enters when prompted (for example, "Press 1 to leave a voicemail"). IVR is often used with SmartRoute, so known customers can choose between self-service payment or speaking with a representative.
In Name (N), enter the label that should appear for this IVR node on the grid.
In Edit Extension (O), enter the keypad number a caller must press to reach the next step (for example, 1 for sales, 2 for payment).
For each extension, use Extension Name (P) to define the label that will be used in the audio prompt (for example, “payment” if the caller should hear “Press 1 to enter payment”).
Click Add Extension (Q) for each additional extension you want to offer and connect each extension to its corresponding child node.
To remove an extension, click Remove Extension (R); if you delete an extension, its connection to the child node is removed, and any child node that only depended on that IVR node is also deleted.
Click Upload MP3 (S) to add a custom message describing the IVR options, or drag an audio file into the upload area. Only one Mp3 file is used, and it applies to all locations; nodes without an audio file will use an automated recording.
Use Select Variable (T) to insert a custom variable for more granular, location-specific messaging than a single MP3 recording.
When your IVR configuration is complete, click OK (U) to save the node.
When connecting other nodes to an IVR node, use Connecting To An IVR Node (V) to choose which extension number leads to each child node (for example, connect a payment extension to a Payment node or a voicemail extension to a Voicemail node).
Configure RouteConnect Nodes
A RouteConnect node routes calls to a specific destination, such as a location, call center queue, or external phone number. Each destination type has its own configuration.
In Name (W), enter the label that should appear for this RouteConnect node on the grid.
From the Connect Type Dropdown (X), choose whether this node connects to a Location, Call Center, or Dial destination.
If you select the Location option:
Use Wait Time (Y) to set how long the call should ring at the location before moving to the next step; 15 seconds (about four rings) is a common starting point.
Select Skip This Step Outside Business Hours (Z) to bypass this location step when the call occurs outside the location’s configured office hours.
If you select the Call Center option:
In Queue Name (AA), select the call queue the call should ring when this step is reached; the call will ring this queue for the amount of time configured in Wait Time (BB). (The Call Center option is only available if you subscribe to Storable CRM’s Contact Connect module.)
Use Wait Time (BB) to define how long the call should ring in the queue before moving to the next step; 15 seconds is the recommended default.
Set Priority (CC) so higher numbers represent higher priority calls (for example, prioritize sales over service if needed).
Select Skip This Step Outside Call Center Hours (DD) to bypass the queue when a call occurs outside configured call center hours—for example, to send callers directly to voicemail instead.
If you select the Dial option:
In Dial (EE), enter the 10-digit phone number where you want calls sent; if each location has its own external destination, you can use a custom variable instead of a fixed number.
Use Wait Time (FF) to define how long the call should ring this number before moving to the next step; if this is the final step in your call route, consider extending the wait time to allow more time for answer.
Select Stop Recording On This Step (GG) if you do not want inbound calls at this destination recorded—for example, when an outside call center will handle processing.
When your RouteConnect configuration is complete, click OK (HH) to save the node. Only one node can be attached to a single RouteConnect step.
Configure Voicemail Nodes
A Voicemail node routes calls to voicemail—typically as the final step in a route or for calls that arrive after business hours.
In Name (A), enter the label that should appear for this voicemail node on the grid.
In Send To Email (B), enter an email address where voicemail links should be delivered so someone can listen and respond promptly (often a team or shared mailbox).
Select Send To Location Email (C) to automatically send voicemail links to the email address configured for the location.
Select Skip This Step Outside Business Hours (D) if you want calls outside office hours to bypass this voicemail node—for example, if an outside call center handles after-hours calls or you use a different voicemail message when closed.
Click Upload Mp3 (E) to add a custom voicemail greeting or drag an Mp3 file into the upload area; if no recording is uploaded, an automated “Leave a message after the beep” recording is used.
Use Select Variable (F) to choose a custom variable that replaces an Mp3 and allows each location to have its own voicemail greeting while sharing the same call route design.
When you finish configuring the voicemail node, click OK (G) to save it into the call route.
Configure Payment Nodes
A Payment node lets callers complete pay-by-phone transactions and then routes them based on the payment result (Success, Failure, or Other). This works well with SmartRoute to send delinquent customers directly to payment. Payment nodes can have only one incoming connection.
Note: The Payment call step is only available if you subscribe to Collections.
In Name (H), enter the label that should appear for this payment node on the grid.
From Language (I), choose the language the payment recording should use (for example, English (US), Spanish (MX), or French (CA)).
Review the automatically selected result paths—Success (J), Failure (K), and Other (L)—which determine where the call goes depending on whether payment is completed or not attempted.
Click Upload MP3 (M) to add an optional custom voice recording that plays before the pay-by-phone instructions, or drag an MP3 file into the upload area.
Use Select Variable (N) to pick a custom variable that replaces an MP3 file, letting you deliver location-specific messaging without managing multiple audio files.
When you finish editing the payment node, click OK (O) to save it to the call route.
When connecting to a payment node, use Connecting To A Payment Node (P) to select which payment result (Success, Failure, or Other) continues to each child node.
Save And Apply The Call Route
Click Save (A) to save the route and make it available for assignment; you must add at least one connection type before you can save.
To remove unsaved changes and return to the call routes list, click Cancel (B).
To assign a call route directly to a specific tracking line, go to Settings > Phone Numbers, click the editing pencil for the desired number, and select the appropriate call route.