Call Routers

What a Call Router Is

A call router is a rule that fires at a specific moment
during a call to decide what happens next. Routers replace
what used to be a monolithic set of "offer settings" by
giving each decision point its own configurable rule.

Each call router has one action that describes what
happens when the router fires.

Router Trigger Types

Router trigger types are grouped by category:

Call handling: no greeting is played, plus key-press
and greeting-stage variants.

Hold queue handling: add to hold queue, hold queue is
full, hold queue max seconds exceeded.

Exception handling: no buyers have open concurrency,
all buyers closed, no buyer answered, no buyers match.

Greetings and Hold Queue Config Live on Routers

A common misconception is that greetings and hold-queue
parameters are configured directly on the offer. They are
not. Greetings live on call router records, specifically
on the routers whose trigger is the greeting stage of the
call. Hold queue parameters (caller limit, percentage
size, max hold seconds, average max hold seconds) also
live on call routers.

This design lets you A/B test by cloning a router with a
different greeting, and it lets different offer stages
carry different audio without a proliferation of settings.