With smart smartrouting integration, advanced call control for incoming calls can be done based on information on external system.

Scenario 1: IVR-bypass for VIP customers

• In external CRM system, more important customers are classifed as VIP customers.

• When VIP customers call to customer service, their call should be routed to ‘VIP queue’, having higher priority than normal customer service queue.

• Other callers are routed to language selection IVR menu, and then to custoemr service queue