Intelligent Routing > Number Translation
Overview
Companies and organizations with a single access number for customers to call regardless of their geographic location use number Translation Services. The ARTA platform makes available unconditional (every call is routed in the same way) and conditional (routing based on a corresponding time/date profile) number translation services. This allows operators to supply powerful call handling solutions to their customers.
Translation scenarios
ARTA handles the challenges of single points of contact by routing incoming calls by predefined rules:
- Call centers. Callers are referred seamlessly from a single access number to the destination determined most appropriate. For example, incoming calls outside of office hours can be forwarded to an offshore call centre;
- Call capacity. On identifying outages in particular areas, ARTA can be set to route the incoming calls to Interactive Voice Response. Surplus call volumes can be managed and translated to appropriate forwarding numbers. Businesses don’t lose calls and customers don’t lose patience;
- Call ques. On connection to the single access number, ARTA can route calls to Interactive Voice Response to determine the nature of the caller’s inquiry and route calls to the appropriate business department or location. This manages the flow of incoming calls and manages expectations of the caller.
The ARTA Service Creation Environment allows operators to develop and adapt interactive scenarios to the needs of customers. Language selection, alert messages, announcements, and specific routing are only a few advantages offered by this flexible and user-friendly graphical interface.
Related information
Downloads
Number Translation Service Datasheet