This article is part of the Implementing Omni series. The previous article is Creating a simple flow.
The inbound route is the bridge between the call and the queue or flow that will handle it.
Creating a route
To create a new inbound route, in your Admin account:
- Go to the Inbound page.
- Go to the Inbound routes subpage.
All your LeadDesk phone numbers will be listed on this page. You can create a route for one of those numbers by editing its destination:
- Click to select the route you want to change.
- Click the icon to the right of the Create button, or click the to the right of the route information and select Edit destination.
Alternatively, you can create a new route and select the phone number within the Destination settings dialog:
- Click the Create button.
- In the Destination settings dialog, click the Type drop-down list and select Call.
- Click the Phone number drop-down list and select the appropriate number, if necessary. The list will offer all your LeadDesk phone numbers that do not yet have a destination.
Choosing the destination
For the Destination type, you can select:
Your choice here will determine what other fields you need to complete.
To route calls to this number to a specific agent:
Creating a flow lets you create a method for initially handling a call without needing an agent. Flows can then direct calls to a queue, or to a choice of several queues attached to a menu. See this article for more about creating flows. To direct inbound calls to a flow:
- Click the Destination type drop-down list and select Flow.
- Click the Flow drop-down list and select the name of your flow.
- Click OK.
LeadML is the language used to create flows. It is possible you might have created LeadML code outside the Flow tool and this option lets you link to that.
- Click the Destination type drop-down list and select LeadML.
- Type the LeadML name.
- Type (or more likely paste!) the URL of your LeadML code.
- Click OK.
You can choose to route calls to a number to one of your queues, but when you do, LeadDesk will autogenerate a Flow to handle the request.
When you choose the Destination type as Queue and click OK, LeadDesk will automatically create a flow for you which takes calls to this number and routes them to the queue.
This means that although you select the Destination type to be Queue, it will show in the table as LeadML.
The name of the flow created for you will appear in the Destination name column of the table. If you want to edit this flow, you will find it in the Flows subpage.