How to set up Call Routing with Nextiva [2024]

Hello there, I’m Richard K. Igboko from Interesting VoIP, and today I want to chat with you about the magic of call routing and how it’s revolutionizing business communication. In its essence, call routing is the backbone of customer interaction—it ensures that your clients are directed to the right person in your team, without hassle or delay.

And when it comes to implementing this seamlessly, Nextiva stands out with its robust VoIP services.

how to set up call routing with Nextiva

Nextiva isn’t just another voice service; it’s a powerhouse designed to streamline your calls with features that make communication as smooth as silk. Whether you’re managing a small team or a sprawling enterprise, understanding how to leverage Nextiva’s call routing can transform your customer service into an experience that keeps clients coming back for more.

Stick with me, and I’ll walk you through how to harness these features for your business’s advantage.

Learn how to set up call routing with Nextiva to streamline your business communications. Our step-by-step guide simplifies the process for efficient customer connections and enhanced service. Perfect for small businesses looking to grow


Getting Started with Nextiva

how to set up call routing with Nextiva
how to set up call routing with Nextiva

Getting started with Nextiva’s call routing features is straightforward, but before we dive in, let’s make sure you have everything you need.

First off, you’ll need an active Nextiva account — this is your golden ticket to all the advanced features they offer.

Next, let’s talk hardware; ensure you have a VoIP-compatible phone system ready to handle internet-based calls. And speaking of the internet, a stable and robust connection is crucial here — it’s the highway your calls will travel on.

Now, onto the nerve center of your operations: the Nextiva Admin panel. This is where the magic happens. You’ll sign in with your credentials, and once you’re in, you’re at the command deck of your communications empire.

Here you can manage users, view analytics, and most importantly, set up your call routing rules. It’s designed to be user-friendly, but don’t worry, I’ll guide you through each step so you can make the most out of your Nextiva system.


Understanding Nextiva’s Call Routing Options

how to set up call routing with Nextiva
how to set up call routing with Nextiva

Alright, let’s unravel the call routing options that Nextiva has rolled out for us. We’ve got a variety to choose from, each with its own flair.

There’s time-based routing that works like clockwork, directing calls depending on the hour or day — perfect for after-hours service or different time zones.

Then there’s skill-based routing, which is like having a smart assistant handpick the best person in your team for the job based on their expertise — it’s all about connecting the caller to the right set of skills.

Nextiva’s IVR (Interactive Voice Response) is like a friendly robot receptionist, guiding your customers through a series of options to self-serve or find the right department.

And let’s not forget geo-routing; this one’s a bit like a GPS for calls, routing them based on the caller’s location, which is fantastic for regional teams or localized service.


The importance of selecting the right routing options for your business needs

Choosing the right options is like picking the right tools for a job. You want to make sure the call routing setup aligns with how your business operates and how your customers expect to interact with you. It’s about matching Nextiva’s features with your business’s heartbeat — ensuring every call is a step towards exceptional service.

Configuring your call routing with Nextiva is a breeze once you get the hang of it. Let’s break it down:

Setting Up Basic Call Routing:

  • Log In to Nextiva Voice Portal: Sign in with your administrator credentials to access the dashboard.
  • Navigate to Advanced Routing: Hover over ‘Advanced Routing‘ and select ‘Auto Attendants‘.
  • Manage Auto Attendants: Click on ‘Manage Auto Attendants‘ and choose the location of the Auto Attendant from the dropdown.
  • Edit Auto Attendant Settings: Click the pencil icon next to the Auto Attendant you wish to configure.
  • Configure Business Hours Menu:
    • Click on ‘Business Hours Menu‘ to expand this section.
    • Choose the greeting your callers will hear from the ‘Greeting‘ dropdown menu.
    • Set up the menu options that correspond to different departments or extensions.
  • Save Your Settings: Don’t forget to hit ‘Save‘ once you’re happy with the configurations.

Creating and Managing Call Queues:

  1. Access Call Queues Section:
    • Within the Voice Portal, find the option for ‘Call Queues‘ and select it.
  2. Add a New Queue:
    • Choose to create a new queue, giving it a relevant name and description.
  3. Define Queue Behavior:
    • Decide on the distribution logic (e.g., round-robin, most idle agent).
    • Set up options for maximum wait times and what happens when the queue is full.
  4. Assign Agents:
    • Add agents to the queue, ensuring they’re trained on the queue specifics.
  5. Implement Queue Greetings:
    • Record or upload custom greetings and hold music if desired.
  6. Test and Activate the Queue:
    • Run a test call to ensure the queue operates as expected before going live.

Setting Up IVR for Self-Service:

  1. IVR Configuration:
    • In the ‘Advanced Routing‘ section, select ‘IVR’ to start setting up your menus.
  2. Design Your Call Flow:
    • Map out the path you want your callers to take, deciding what options to offer for self-service.
  3. Record IVR Prompts:
    • Create clear and concise recordings for each IVR prompt, guiding callers through the self-service menu.
  4. Assign Actions to IVR Inputs:
    • Set up the system to transfer calls to appropriate departments, extensions, or voicemail based on caller input.
  5. Activate and Test Your IVR:
    • Once everything is set up, test each IVR path to ensure it’s routing calls correctly.

Remember, detailed planning before you dive into the portal will make the setup process much smoother. Consider your business workflow and how calls typically come in and go out. This will inform your call routing structure and ensure that when you start configuring settings in Nextiva, you’re setting up a system that’s tailored precisely to your needs.

And of course, if you hit a snag, Nextiva’s support is there to help you iron things out.


Implementing Advanced Call Routing Features:

  1. Call Forwarding:
    • Within the Nextiva Voice Portal, navigate to ‘Users‘ and select the user profile you wish to update.
    • Go to ‘Features‘ and look for ‘Call Forwarding‘.
    • Enable the feature and input the number where calls should be forwarded.
    • You can set up rules for when calls should be forwarded, such as always, when busy, or after a certain number of rings.
  2. Find-Me/Follow-Me:
    • Still under ‘Features’, locate ‘Find Me Follow Me‘.
    • Enable this feature to set up a sequence of numbers that are rung either simultaneously or in a specific order.
    • Customize the rules according to your availability and preference, ensuring that calls reach you no matter where you are.
  3. Voicemail-to-Email:
    • Look for the ‘Voicemail‘ settings in the user profile.
    • Enable ‘Voicemail to Email‘ and enter the email address where messages should be sent.
    • Decide if you want voicemails to be attached as audio files and whether the voicemail should be marked as read after sending.

Configuring Skills-Based and Priority Routing:

  1. Skills-Based Routing:
    • Go to ‘Call Center Settings‘ within the Nextiva Voice Portal.
    • Select the call center queue you want to configure for skills-based routing.
    • In the call center profile, navigate to the ‘Routing Policies’ section.
    • Choose ‘Skills-Based‘ from the routing options and define the skills necessary for each type of call.
    • Assign agents to skill levels to ensure calls are directed to the most qualified individual.
  2. Priority Routing:
    • Within the same section, you can set priority levels for calls.
    • Assign a higher priority to calls from VIP customers or critical service lines.
    • Set up the system to prioritize these calls in the queue, reducing their wait time.

When setting up these advanced features, it’s crucial to consider the specific needs and structure of your business to ensure that calls are handled efficiently and professionally.

For instance, if you have sales staff who are often out of the office, find-me/follow-me ensures they never miss a lead. Similarly, if you deal with technical queries, skills-based routing makes sure that the right expertise is readily available to the customer.


With these advanced call routing options in play, Nextiva transforms your phone system into a sophisticated communication hub that not only meets the needs of a dynamic business environment but also enhances the overall customer experience.


Testing Your Call Routing Setup

Testing is a crucial phase in the call routing setup process. It’s about making sure that when your customers reach out, they’re greeted with the right responses, ensuring a seamless experience.

Here’s how to conduct a comprehensive test:

  1. Prepare a Testing Checklist:
    • Create scenarios for all the call routing paths you’ve set up, including time-based, skills-based, and all advanced features.
    • Include tests for abnormal situations, like high call volumes or internet outages, to see how the system copes.
  2. Conduct Live Call Tests:
    • Make test calls that cover all possible paths a customer might take, including reaching different departments, after-hours calls, and calls requiring specific skills.
    • Have team members role-play as customers and provide feedback on the experience.
  3. Evaluate Advanced Feature Performance:
    • Verify that features like call forwarding and find-me/follow-me are routing calls correctly and in the right order.
    • Ensure voicemail-to-email functionality sends notifications promptly and check the clarity of the audio files.
  4. Troubleshooting Common Issues:
    • If calls aren’t routing correctly, check for input errors in the routing menus or misconfigured time settings.
    • For issues with advanced features, ensure that all forwarding numbers are correct and that email addresses for voicemail are entered without typos.


Monitoring and Adjusting Call Routing

Once your call routing system is up and running, continuous monitoring ensures it’s always tuned to peak performance:

  1. Use Nextiva Analytics:
    • Nextiva provides detailed analytics that allow you to monitor call patterns, volumes, and agent performance.
    • Regularly review these metrics to understand how effectively calls are being managed.
  2. Identify Patterns and Adjust:
    • Look for patterns that indicate success, like reduced wait times, and also for patterns that suggest issues, such as certain options in the IVR leading to dead ends.
    • Adjust your call routing options based on this data. For example, if you notice a high volume of calls on Monday mornings, you might need to adjust staffing levels or call distribution during that time.
  3. Feedback Loops:
    • Establish feedback loops with your team and customers to gather qualitative data on the call routing experience.
    • Use this feedback to make adjustments that might not be immediately obvious from analytics alone.
  4. Ongoing Optimization:
    • Call routing isn’t a set-it-and-forget-it solution. It requires continuous optimization as your business grows and customer needs evolve.
    • Schedule regular reviews of your call routing setup, keeping an eye on Nextiva’s updates and new features that could enhance your system.

Remember, the key to effective call routing is flexibility and responsiveness. By actively monitoring and adjusting your Nextiva call routing setup, you can ensure that your business is always communicating at its best.


Customer Testimonials

Don’t just take my word for it; listen to those who have experienced the Nextiva difference first-hand:


Building a Polished Business Image:

We love Nextiva’s reliability and features like call pop, free online faxing, auto attendant, IVR, and call routing. It gives us the appearance of a bigger, more polished business.” — Eric Siu, CEO, Single Grain


Driving Business Growth:

Countless sales have been done on the Nextiva mobile app. We couldn’t run our business without it. Since adopting Nextiva in 2016, we’ve seen 203% revenue growth.” — Chris Brencans, CMO, On The Map Marketing


These voices from their customers highlight the transformative impact that Nextiva’s call routing and comprehensive VoIP solutions can have on your business. From presenting a more professional image to enabling impressive revenue growth, Nextiva is here to support your journey towards business excellence.


Best Practices for Call Routing with Nextiva

To maintain an effective call routing system with Nextiva, here are some best practices:

  1. Regularly Update Your Routing Plans:
    • As your business evolves, so should your call routing. Keep your routing plans in sync with any changes in your team structure, business hours, and service offerings.
  2. Train Your Team:
    • Ensure your team is well-trained on how the call routing system works. This helps them to anticipate calls routed to them and understand the overall customer journey.
  3. Maintain Your Directory and Menus:
    • Keep your directory listings and IVR menus up to date. A misrouted call due to outdated information can lead to customer frustration.
  4. Evaluate Performance:
    • Regularly review call data and analytics to evaluate the performance of your routing system. Look at metrics like call resolution rates and caller wait times.
  5. Seek Feedback:
    • Actively seek feedback from both customers and staff on the call routing experience. Use this feedback to refine your routing strategy.
  6. Stay Informed on New Features:
    • Nextiva frequently updates its offerings. Stay informed about new features and integrate them into your system where beneficial.
  7. Backup Plans:
    • Have contingency plans for power outages or internet connectivity issues so that you can still manage calls effectively.


Conclusion: How to Set Up Call Routing with Nextiva

how to set up call routing with Nextiva
how to set up call routing with Nextiva

Setting up call routing with Nextiva can significantly enhance the efficiency of your business communications. It’s not just about managing incoming calls; it’s about creating a smooth and professional experience for both your customers and your team.

By steering customers to the right person quickly, you’re setting the stage for higher satisfaction and retention rates.

As you embark on this journey, remember that Nextiva’s support resources are a valuable asset. Don’t hesitate to use their expertise to assist you in both the initial setup and any subsequent adjustments. With the right approach and Nextiva’s robust system, your business can look forward to a future of seamless communication and enhanced customer interactions.

Importance of Reliable Communications in Business Continuity

Next Steps

Ready to take your business communication to the next level with Nextiva? Here’s what to do:

  1. Sign Up for Nextiva:
    • If you haven’t already, make the move and sign up for Nextiva to start leveraging their powerful call routing capabilities.
  2. Contact Nextiva for Personalized Support:
    • Reach out to Nextiva’s team for personalized setup support. They can guide you through the process, ensuring your call routing system is optimized for your specific needs. You can contact them here.
  3. Explore Nextiva’s Resources:
    • Make the most of Nextiva’s extensive online resources. Visit the Nextiva Resource Center for guides, how-to articles, and more to help you navigate and master your call routing setup.
  4. Customer Support:
    • If you run into any roadblocks, Nextiva’s customer support is just a call or click away. You can find all the support you need at Nextiva’s Support Page.

By following these steps, you’ll not only simplify your call management but also enrich your customer’s journey, leaving a lasting impression that can translate into sustained business growth.

Don’t wait to give your business the communication tools it deserves. Get in touch with Nextiva today, and let them help you set the stage for a stellar customer experience.


Disclaimer: Please note that some of the links in our article may be affiliate links. This means if you click on the link and purchase the item, we may receive an affiliate commission at no extra cost to you. All opinions remain our own.

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