Connect local call handling with network visibility
Give franchise teams a practical way to route enquiries, understand call activity across locations and review how customer calls are handled.
Support both local teams and the wider network
Routing, reporting and review depend on agreed rules, location data and the products enabled for your network.
Local call routing
Route calls using agreed location, time or other rules. Confirm how exceptions are handled rather than assuming every caller will reach the nearest branch.
Network visibility
Review available call and attribution data across participating locations to support network-level reporting.
Consistent call handling
Use agreed call flows, review criteria and available Caller Insights outputs to help teams assess and improve handling practices.
Overflow planning
Define what happens when a location is closed or busy, including an alternate branch, team or configured AI Voice Agent where available.
Illustrative workflow: local enquiry with network fallback
A customer calls a location-specific number from an advertisement. If tracking is configured, the call may be reported with source context. The call flow applies the agreed branch and time rules; if that location cannot take the call, a configured fallback can route it to another team or destination. Managers can review the available location and call outcome reports. This example does not promise automatic nearest-branch routing or that every call will be answered.
Explore Call Tracking, Cloud Contact Centre and Caller Insights.
Set clear responsibilities for each location
A network rollout works best when call ownership, local schedules, exception routes and reporting access are documented. Confirm the location list and the way each branch should receive or return enquiries.
- Map locations, phone numbers and responsible teams
- Agree routing rules for business hours, closures and busy periods
- Define which reports each location and central team can access
- Plan who reviews missed calls and customer feedback
