How to change call route option and how does it benefit us?

How to change call route option and how does it benefit us?

Applies to: Super Admins / Admins with Callflow edit rights
Also called: carrier route, telecom route, trunk/carrier selection

What “call route” means (plain language)

A call route is the telecom carrier path your calls take. Switching routes moves new calls to a different carrier. It can help diagnose carrier-specific issues, but doesn’t guarantee better quality or fewer drops.

When to switch (use cases)

  • Regional call quality issues (e.g., high post-dial delay, abnormal drops).
  • Temporary carrier outages or degraded performance.
  • A/B testing carriers before a long-term choice.

Prerequisites

  • Role: Super Admin (or Admin with Design Callflow permissions).
  • Availability: Your account has at least two routes enabled.
  • Window: Do it off-peak; ongoing calls aren’t moved mid-call.
  • Change control: You can Publish callflow changes.

Steps — Web Panel

  1. Open Callflow: Go to Calls → Design Callflow and open the target flow/number.
  2. Advanced Settings: In the left panel, select Advanced Settings → Route settings and click Edit.
  3. Choose route: Click Switch, then select the alternate Route A/Route B/Auto (names vary by account).
  4. Save & publish: Click Save (or Apply), then Publish the callflow.
  5. Test calls: Place 2–3 test calls from different carriers/SIMs; confirm connection and audio.
    Expected result: You’ll see a success banner, and new calls use the selected route after propagation.

Verify the change (what “good” looks like)

  • Header/summary shows the new route for the flow/number.
  • Logs/Reports reflect improved connection rate or normal behavior.
  • No new errors (e.g., CLI/Caller ID rejections).

Important notes & limitations

  • Quality not guaranteed: A different carrier may behave similarly; collect data before/after.
  • Propagation: Allow a few minutes for the switch to take effect.
  • Caller ID rules: Some routes enforce stricter CLI/number presentation.
  • Recording/compliance: Recording and announcements continue per your flow; verify after switching.
  • Revert anytime: Repeat the steps to switch back if results are worse.

How to measure impact (quick checklist)

  • Connection rate (answer ratio) before vs. after.
  • Call setup time (time to ring).
  • Drop/fail codes trend.
  • Audio quality (one-way/choppy reports).

Troubleshooting

Symptom

Likely cause

Fix

Can’t see Route settings

Insufficient role or wrong flow

Ask an Admin for Design Callflow rights; open the correct number/flow

Only one route visible

Account not enabled for multiple routes

Contact your Account Manager / Support to enable options

Switch button disabled

Unpublished edits or validation error

Save pending edits, resolve warnings, then retry

No quality change after switch

Issue not carrier-specific

Revert and escalate with call samples (see template below)

Calls start failing post-switch

CLI policy or blocked prefixes on new route

Test alternative CLI, try different prefix, or roll back

Accessibility & media (placeholders)

  1. Route settings screen — Alt: “Advanced Settings → Route settings with Edit and Switch buttons” — Caption: “Open Route settings to pick a carrier route.”
  2. Publish confirmation — Alt: “Publish changes dialog for callflow” — Caption: “Click Publish so new calls use the selected route.”
  3. Result/label — Alt: “Flow summary showing current route name” — Caption: “Confirm the route updated.”

FAQ

Will switching fix call quality?
Not always. It helps isolate whether the issue is carrier-specific.

Does it affect ongoing calls?
No. Only new calls after propagation use the new route.

Can I schedule or automate switching?
If automation isn’t available in your plan, request recommendations from your Account Manager.

Escalation

For help choosing a route or if issues persist, contact your Account Manager or email support@myoperator.co.


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