In this Focus On webinar, we explore how Smart Routers in CTM use customizable if/then conditions to direct incoming calls to the appropriate destination. You’ll learn how to route calls based on tracking numbers, tracking sources, schedules, first-time or repeat callers, tags, and available web session data such as landing-page URLs and UTM parameters.
The session also includes a step-by-step demonstration of creating a Smart Router, configuring routes and actions, using the preset U.S. Federal Holiday Router, connecting multiple routers, and establishing a default route for unmatched calls. We also cover best practices for assigning tracking numbers, understanding what information is available when a call begins, and tagging calls to simplify reporting and troubleshooting.