With Tracking and Routing, you can track from which marketing source each phone call, email, and text message originates and route the calls, emails, and text messages to the proper destination by configuring call routing rules (including defaults, schedules, prompts, and audio files). You can also setup referring sources and tracking URLs for Dynamic Number Insertion (DNI), and take advantage of a host of new features.
NOTE: In CRM IQ, tracking sources and call routing take the place of campaigns and call automation that were employed in Site Manager.
When a prospect or resident calls a property with call routing set up, an interactive voice response (IVR) system reads a list of prompts (for example, "Press 1 for leasing questions, press 2 for payments," and so on). The caller presses a number, and then the system routes the call to the appropriate staff member or voicemail inbox. You can create schedules that cover different days or times of day, and then define a unique routing for each schedule. Depending when a call is made, a specific list of prompts is available (for example, "For leasing questions, press 1"). When a caller presses a button for a prompt, the IVR system routes the call according to the prompt's routing rule.
You can also track where calls and emails come from by setting up unique phone numbers and email addresses for each marketing source that lists your property's contact information.
Typically, you should create separate phone numbers and emails for each of your marketing sources but share the same schedules, prompts, and routing rules between all tracking sources. While it is possible to set up each tracking source differently, you should duplicate setup information across tracking sources to keep callers' experiences uniform, regardless of which number they call. CRM IQ includes tools for applying default routing settings between tracking sources.
Tracking source and call routing features in CRM IQ include:
Call routing configuration view: You can build and modify the call routing flow using a workflow diagram.
Multi-tier IVR menus: You can add submenus to a menu.
Default routing: You can set up default routing settings and schedules once and then apply them to all tracking sources.
Import defaults: You can copy default routing settings and schedules from one property to another.
Transfer phone calls: You can dial to designated phones at one time or dial them in a round-robin format.
Ring agent: Agents can answer and make calls through their browser.
Standard source setup: When adding new tracking sources, you can now use standard tracking sources, for which DNI is automatically set up.
Tracking Source and Call Routing screen
To navigate to Tracking and Routing, from the top menu, select Communications > Tracking & Routing. On the Tracking Source and Call Routing screen, four tabs are displayed:
Tracking & Routing: You can set up tracking sources. For more information, see Tracking Sources.
Defaults: Define default routing settings that you can apply to multiple tracking sources. For more information, see Default Routing Settings.
Schedules: Create schedules that cover different days or times of day and define a unique routing for each schedule. For more information, see Schedules.
Audio: Upload, review, and edit audio files that you use for IVR. For more information, see Audio Files.
Tracking and routing filter
You can filter the information presented on any Tracking Source and Call Routing screen by property or property list. In the top-right part of the screen, select the property for which you want to filter.
NOTE: When you first log in, this field shows the default property assigned to your agent user in CRM Flex. You cannot assign a property list as your default property in CRM Flex.