Call Router Types
Each node in the IVR is a call router configured as one of three types:
- Play A Greeting Message And Request A Keypress — standard IVR menu that plays a prompt and waits for DTMF input
- Handle Call When No Keypress Is Requested — default handler that processes the call without requiring input
- Ask A Question And Request An Answer — collect voice input from the caller
9 Call Router Actions
Each call router performs one of nine actions, giving you full control over the call flow:
| Action | What It Does |
|---|---|
| Forward To Buyers or Agents | Route the call to matching buyers via the routing engine |
| Forward To Offer | Transfer the call to a different offer's IVR flow |
| Request Key Press | Play a message and wait for DTMF input from the caller |
| Add To Schedule | Add the caller to an outbound schedule for follow-up |
| Place Caller In Hold Queue | Put the caller in a hold queue with music until a buyer is available |
| Remove From Schedule | Remove the caller from an existing schedule |
| Record Voicemail | Record a voicemail message from the caller |
| Block Caller | Block the caller from future calls |
| Hang Up | End the call |
Token-Based Caller Filtering
Each call router node can optionally filter callers using token-based matching. Filters use operators (==, !=, =~, >, <) to evaluate call attributes and only route matching callers through that node. This enables dynamic call flows that adapt based on caller data, geographic location, or any custom token value.
Webhook Integration Per Node
Call routers can fire custom webhooks before or after performing their action. This allows you to:
- Notify external systems at each step of the IVR flow
- Fetch data from external APIs to inform routing decisions
- Set additional tokens on the call based on webhook responses
- Play custom messages before executing the router's action (TTS or audio file)
Auto Try Next Buyer
When a buyer does not stay connected long enough, TrackDrive can automatically try the next available buyer without requiring the caller to re-enter the IVR. This ensures callers are connected to a live agent as quickly as possible.
Exception Handling
TrackDrive automatically creates exception handlers for common edge cases when an offer is set up. Each handler has a default action that can be customized:
| Exception | Default Action |
|---|---|
| No buyers are open | Record Voicemail with TTS message that offices are closed |
| No buyers have matching filters | Record Voicemail with TTS message that no agent is available |
| No buyers have open concurrency cap | Place Caller In Hold Queue with TTS message that agents are busy |
| No buyers answer | Record Voicemail with TTS message to leave a message |
These exception handlers can be fully customized — replace the default action with any of the 9 available actions, add custom messages, or fire webhooks to notify your team when exceptions occur.