Overview
Custom Redirect Service (CRS) is a voice service that allows you to control where your inbound calls are routed. CRS uses the Advanced Intelligent Network (AIN) to redirect incoming voice calls to telephone numbers that you select.
CRS is ideal for businesses that need to reroute calls based on time of day, manage excessive call volume or reroute calls based on the specific inbound phone number. CRS is also ideal for businesses that need to support continuity planning and disaster recovery.
Features
CRS applies to telephone numbers, not facilities.
There are no restrictions on the type of service required to order CRS. The only restriction is that the subscribing number must be a Verizon-provided number.
CRS transfers incoming calls to a predetermined alternate call-handling location. It identifies the desired number using criteria that you determine. You can preprogram up to three sets of calling criteria, and you may change among the three sets of criteria by requesting a change from Verizon.
You can preprogram up to nine sets of destinations and you may change among them via dial tone multifrequency (DTMF).
Benefits
Disaster Recovery / Income Protection
Businesses that rely on inbound voice communications to bring in sales can lose revenues if phone lines go down. CRS protects businesses from costly downtime by rerouting inbound calls around problem service spots.
Improved Customer Service
Good customer service can set you apart from the competition. CRS helps ensure that limited resources or physical space don’t constrain you. With the ability to direct calls to the location of your choosing, you can offer added-value services, like 24 / 7 customer assistance.
By directing calls to the most effective location for call handling, you let your customers dial whatever number they choose — and they get the resources they need at your end.
Improved Cost-effectiveness of Call Centers
By using time-of-day routing, you can provide more effective coverage for busy hours and extended days.
CRS capabilities allow businesses with large call centers to handle excess inbound call traffic by rerouting. CRS helps you supplement your in-house call center staff with staff located elsewhere, such as another call center or remote telecommuting sites.
Support for Flexible Work Arrangements, Such as Telecommuting
Telecommuting continues to gain momentum as a preferred solution for tapping into the at-home workforce. CRS opens up this pool of skilled labor to businesses.
Reduced Risk of Liability
Companies that experience telecommunications outages have the potential to lose mission-critical information from external sources. CRS can reduce your risk of liability by identifying dependencies on a single point of failure (SPOF) and setting up CRS to redirect inbound traffic around that point.
Ability to Change Routing Criteria As Your Needs Change
CRS is designed to suit the unique and changing needs of individual businesses. If you add new offices, move departments or change your organizational structure, you can easily modify CRS so these changes are transparent to the caller.