Figure 63. In Call Routing window, Caller ID Routing tab
Adding and Deleting Caller ID Route Entries
To add entries to the Caller ID routing table, click Add. Type a Caller ID Number and a descriptive Caller ID Name, then click OK.
The number and name entries have the following requirements:
• The Caller ID Number field allows only 0-9, “-” (hyphen), and “*” (asterisk). For example, both 5102529712 and 510-252-9712 are acceptable.
• The Caller ID Name is descriptive and optional; it can be used to remind you about the nature of the number and routing. For example, you might give the 2529712 number the name “Tech Support.” To delete an entry, select it in the Caller ID number list, then click Delete.
Configuring Caller ID Routing
After adding an entry, you configure it by first selecting it in the list. When you select an entry, its name and other defined attributes, if any, appear in the fields of the tab. You can edit any of these attributes.
For each number, you can set routing for three distinct time periods defined in the Business Hours tab (see “Setting Business Hours” on page 30):
• During Business Hours • Outside Business Hours • Non Workdays
DNIS Routing
Within each of these three time slots, you have the following routing options for incoming calls: • Route to a particular extension selected in the list
• Route to a particular auto attendant selected in the list • Route to the operator
• Reject call
Also, you can set additional routing attributes based on:
• Holiday Profile – Routes incoming calls based on Holiday Profiles configured in System Configuration (see “Routing Calls on Holidays” on page 32)
• Business Hours Profile – Routes incoming calls based on Business Hours Profiles configured in System Configuration (see “Setting Business Hours” on page 30). During Business Hours, Outside Business Hours and Non Working Day are defined and selected by Business Hours profile.
• Set Call Priority – Lets you assign a call priority from 1-9 to the selected caller ID number. The highest priority is 1, the lowest priority is 9.
• Set Call Skill Level Requirement – For workgroup-directed calls. Lets you assign a skill level require- ment from 1-9 to the selected caller ID number. This setting tells the system to match the call to an agent’s skill level setting. (Setting an agent’s skill level is explained in “Setting Up Skill Based Routing” on page 140.)
• Language Setting – Lets you specify that callers who dialed from the selected caller ID will hear prompts in the language you set here. This field will have choices only if you added sets of prompts according to the instructions in “Multilingual Configuration” on page 61.
DNIS Routing
When an incoming call comes through a trunk with DNIS or DID numbers, the system can route the call to the proper extension, auto attendant or operator based on the DNIS or DID number collected.
In order to locate an entry in the DNIS table for an incoming call, a full match is required.
Chapter 13: In Call Routing Configuration
Figure 64. In Call Routing window, DNIS Routing tab
Adding and Deleting DNIS Route Entries
To add entries to the DNIS routing table,1. Click the Add button.
Figure 65. Add DNIS Entry dialog box
2. Type a DNIS number in the DNIS Number Begin field. The same number appears in the DNIS Number End field.
3. If this entry is to cover a range of DNIS numbers, edit the second field to indicate the last number in the range. If the entry is for one number only, leave the field alone, or you can delete the end number. 4. Enter a descriptive DNIS Name, and then click OK.
One DNIS entry can cover a range of numbers. Type the beginning number in the range and the end number.
DNIS Routing
The number and name entries have the following requirements:
• The DNIS Number must be the numbers 0 - 9 (the hyphen is not accepted in this dialog box). For example, 2529876 is an acceptable entry, but 252-9876 is not.
• The DNIS Name is descriptive and optional; it can be used to remind you about the nature of the number and routing. For example, you might give the 2529876 number the name “Tech Support.”
To delete an entry, select it in the DNIS number list, then click Delete.
Configuring DNIS Routing
After adding an entry, you configure it by first selecting it in the list. When you select an entry, its name and other defined attributes, if any, appear in the fields of the tab. You can edit any of these attributes.
For each number, you can set routing for three distinct time periods defined in the Business Hours tab (see “Setting Business Hours” on page 30):
• During Business Hours • Outside Business Hours • Non Workdays
Within each of these three time slots, you have the following routing options for incoming calls: • Route to a particular extension selected in the list
• Route to a particular auto attendant selected in the list • Route to the operator
• Route incoming calls to out call routing
Also, you can set additional routing attributes based on:
• Holiday Profile – Routes incoming calls based on Holiday Profiles configured in the System Configuration window (see “Routing Calls on Holidays” on page 32)
• Business Hours Profile – Routes incoming calls based on Business Hours Profiles configured in the System Configuration window (see “Setting Business Hours” on page 30). During Business Hours, Outside Business Hours and Non Working Day are defined and selected by the Business Hours profile. • Set Call Priority – Lets you assign a call priority from 1-9 to the selected DNIS number. The highest
priority is 1, the lowest priority is 9.
• Set Call SKLR – For workgroup-directed calls. Lets you assign a skill level requirement from 1-9 to the selected DNIS number. This setting tells the system to match the call to an agent’s skill level setting. (Setting an agent’s skill level is explained in “Setting Up Skill Based Routing” on page 140.)
• Language Setting – Lets you specify that callers who dialed the selected number will hear prompts in the language you set here. This field will have choices only if you added sets of prompts according to the instructions in “Multilingual Configuration” on page 61.
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Out Call Routing Configuration
There are two ways to initiate outbound dialing:• Using the trunk access code – The trunk access code is easy to configure and use. However, it does not have the capability to resolve complicated dialing situations.
• Using the route access code – Using the route access code with the Out Call Routing table can resolve the following complicated dialing situations:
• Multiple 10-digit dialing area codes.
• Both 10-digit and 11-digit dialing in the same area code.
• Multiple carriers providing trunks for different purposes. For example, you may have a local carrier provide trunks for local calls only and a long distance carrier provide trunks that can accept only long distance dialing.
• Block certain dialing patterns by creating an exceptions list.
• Assist system Zoomerang and client application dialing, for example, MaxAgent. For example, dialing from MaxAgent will carry 11 digits and require the system to remove a digit before making a call to the carrier if it is a 10-digit dialing area.
• Divide trunks with the same characteristics into multiple routes and prioritize them when assigning routes on the Default Routes tab or on the Dialing Pattern tab of the Out Call Routing Configuration window.
When a user dials an outside number using the route access code, the system performs the following tasks: • Compares the dialed number with entries in the Dialing Pattern table. If there is a match, the system uses
the route assigned to the dialing pattern to make the outbound call. The route assigned to the special dialing pattern may have a digit manipulation rule to add or remove digits from the dialed number. • If there is no match in the Dialing Pattern table, the system examines the digits to determine if the call is
a local, long distance, international, or emergency call. The routes defined in the Default Routes tab are used to process the call.
Configuring Out Call Routing
To configure out call routing, select General > Out Call Routing Configuration. The following configuration steps may help you configure out call routing correctly.