Commonly used methods of Intelligent call routing include the following forms of automated routing. Groups — Based on locations, job descriptions, authority levels, etc. Auto Attendant — Executes callers' selections from menus. Blended — Sends various types of calls to the same agent, to manage capacity and maintain service levels. Business Purpose — Based on caller needs, handling per account status, etc. Callback Service — System automatically schedules and executes a call back to customer, in lieu of waiting on hold. Cascading — Prioritizes and applies appropriate levels of routing instructions. Hunt — to a specific agent or rolls over to available group member Cross-Channel Routing — Automated routing decisions factor what the caller was doing on other company communications channels, like the mobile app, business website, etc. Default Routing ­— Sends calls to default agent, when route decision-making criteria are unmet. Dynamic Routing — Flexibly routes based on pre-set system conditions and priorities for routing. For examples, the ICR system can switch modes between cascading routing, targeted agent or group expansions, data dips, exceeded timeout thresholds, or can adapt to accommodate emergency or holiday routing changes, etc. Escalating — Sends calls as necessary to higher-skilled agents, or to supervisors. Multimedia — Routes non-voice communications, such as chat, text, email to designated agents. Call Type — Based on the kind of interaction the caller indicates he/she wishes to have with the company, or based on auto-analysis of content in the caller's chat or email. Interactive Voice Response (IVR) — Routes call in response to caller's voice responses to the automated system's prerecorded inquiries or to the menu options the caller selects. Previous Agent — Sends call back to the agent the caller last interacted with, within a limited time window, to reconnect after dropped calls, etc. Call Overflow — Applies set rules regarding conditions for sending calls to alternate queues or groups if primary agent or group is being over-utilized. Call Volume Percentage Allocation — Distributes calls across agent or group queues based on the balance of percentages of the total call volume or on the assigned percentages to be handled for particular individuals or groups. Priority Queue — Based on callers' indication of their desired interaction types that the system is set to prioritize. Can be modified to prioritize callers waiting in queues longer than callers indicating they're calling regarding higher-priority subjects, Redirect on No Answer (RONA) — Sends calls to an alternate agent or group when the first designated target call recipient does not answer. Segmentation Routing — Routes call based on caller type, relative potential value that the call may render, or based on any other in a vast range of marketing segment data. Skills-Based Routing — Routes call to the most skilled agent available for the call purpose type, based on the particular skills combination specified in the rules and/or routing criteria. Statistical Routing — Based on routing factors such as skill utilization levels, performance metrics, database searches, current call volume, Estimated Wait Time (EWT), queue depths, and other current operating conditions such as volume surges due to seasonal peaks, special marketing or promotional events, etc. Expanded Target — After the Estimated Wait Time (EWT) limit to reach the most skilled agent is exceeded, calls are routed to the next highest skilled agent, and on to less and less skilled agents until an available one is reached.. Voicemail — Sends calls to voicemail during non-business hours. Agent Profile — Based on considerations like training, skills, schedules, available tools, experience with types of interactions, etc. Transfers — Directs calls through transfer to internal or external lines.