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Updating a percentage-allocation routing plan

In Control Center, you can change the percent of calls that are being routed to different locations. For example, if you currently route inbound traffic to call centers in Colorado, Arizona, and Virginia, you can change the routing to split the volume between only Colorado and Arizona.

To update an existing percentage-allocation routing plan:

  1. Click Services.

    Control Center shows the Services console. Use the console to access an inventory of your services, check the status of orders, and manage your services.
Services console
  1. In the Network, Security, and Communications box, click Toll Free.

    Control Center shows all Toll Free services on the enterprise ID.
  1. Search for the service you want to work with. When you find the service you want to work with, click the hyperlinked service ID or click the icon (in the Actions column), then click View Details.

    Control Center shows details for the toll-free service you selected.
Service Details for toll free service
  1. Make your changes by doing any of the following:

    • To remove the percentage allocation entirely, click the light blue bar, then click Delete Feature.

    • To remove one of the percentage features (e.g., to only route calls to two locations/numbers in the example above), click the light gray bar for the rule, then click Delete Rule.

    • To change the percentage of calls going to the number, do the following:

      1. Click the light gray bar for one of the rules.

      2. Scroll to the Routing Criteria section.

      3. Make your changes, then click Update.
         
    • To change the terminating number or the terminating route type (e.g., switched or dedicated) for one of the rules, do the following:

      1. Click the light gray bar for the rule.

      2. Select either the DED (dedicated trunk) or SWI (switched ANI) radio button.

      3. ,Select a trunk/ANI from the ANI list.

      4. If you don't see the trunk/ANI you need, click the ADD ANI TO THE LIST button, fill in the fields, and click Add.

      5. Scroll to the bottom, then click Update.

Note: Your percentages must add up to—and cannot exceed—100% and you must use whole numbers: 50% rather than 50.33%.

  1. Click Save Changes (you may need to scroll down in the window).
  1. Select the date and time you want your changes to take effect, then click Submit.

Important: After you schedule the changes, you cannot edit the plan until the pending changes are activated. You can check the status of the request by selecting Job List from the More Actions list.