Last week, we released a new feature that allows users to create advance routing profiles for tracking lines. We offer four types of advance routing profiles for our clients: scheduling, round-robin, bridge and multi-ring. While advance tracking line routing isn’t ground breaking in the call tracking industry or new to CI, the ability for users to create their own advance routing profile is a huge step forward for us. Previously, every advance routing request has to be set up by the CI support team. For example, if a client wants to set up a bridge, they would have to send a message to support and they will set it up for them. The process is lengthy and takes many valuable support team hours to complete. When we decided to revamp our tracking line portal back in October, advance routing profile was on the top of the list in terms of features we wanted to add. The ability for users to create their own advance routing benefits both our clients and our support team. The client will now be able to manage their own routing instead of needing to message support for every little change. This feature will also free up support, giving them back time to focus on other errors that have bigger impacts on the system.

Although we had the idea for a while, the project itself took a while to build. The routing profile was the last part of many changes we were making. Before we created the new routing profiles, we had to make some changes to our database to support the new profiles. We also have to put a lot of thought into how our users will use the profile. When designing the profile, it’s important to think about all the worst case scenarios where our user can use our tool incorrectly. By building for the worst case, we cover all the possibilities where the profile editor can fail. During the coding process, a single page often requires days of testing before we can mark it as completed. One of the biggest problems we ran into was tracking line update speed. When someone updates their profile, it will take some times for the update to reach the phone system from our server. Initially, it was taking hours to update the phone system to match the profile updates. However, after weeks of testing, we managed to trim the update time down to minutes. In the end, we created a user friendly tool that will save both us and our clients valuable work hours.

If you haven’t seen the new routing profile yet, head over to the routing profile page and take a look.