Sample article. Replace these steps with your team's confirmed procedure before launch.
MPower Nexus can route each call using the caller's insurance plan, so patients reach agents who can book them with an in-network provider.
Create a routing rule
- In Nexus, open Routing → Rules and select New rule.
- Choose the insurance carriers and plans the rule applies to.
- Pick the agent queue that should receive these calls.
- Set the rule's priority if a plan matches more than one rule.
- Save, then place a test call with a sample plan.
Calls going to the wrong queue?
Check that the plan is spelled the same way in the rule and in the provider directory. If routing still looks wrong, submit a request with the time of an affected call.