Overview
The Call Routes page allows you to create and maintain routes into and out of your phone system.
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- Make one or more handsets ring
- Play a message
- Send the caller to a Voice mail boxmailbox
- Give the caller a choice of options (IVR) e.g. Press 1 for Sales, 2 for Accounts.
- Enable recording
- Play an after-hours message
You can also perform some far more complex operations on a call all from the Call the Routes.
Outbound
In less common situations you may also need to configure Outbound routes. You can use an Outbound route for the following:
- Least cost routing - send different calls via different 'trunks' based on the type of number
- Enable recording
- Caller ID Masking
- Dialing restrictions (e.g. who can dial international no.s)
Understanding
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Routes
Each route belongs to a context and is triggered based on a Phone No. 'Pattern pattern referred to as a 'Target Match'. When a call comes into your phone system or is dialed from an internal extension the call is placed into a specific context. For inbound calls this is generally called 'from-externalinbound', for internal calls, it is called 'from-internalhandset'.
When a call is being processed the dialed number is matched against all of the available Call Route Patterns Target Matches within the Context. The Call Route with the most exact Pattern match that matches the dialed No. is then triggered and used to control the flow of the call.
priority
Routes also have a priority which affects the Target Match process. Routes with a higher priority (1 being the highest priority) are tested for a match first. If a match is found at any priority level then no further routes are considered.Call Priorities can be any value from 1 to 1000.
schedule
Routes may also have a Schedule. When a Schedule is applied to a Call Route it will only be active during the defined period of time. If the Call Route is not active then it won't be considered when doing the above Pattern matching.
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Click 'New' to create a new Call Route.
Select the Context that the Call Route is for or click the '+' new button to create a new Context(inbound for inbound calls and handset for outbound calls dialed from a handset).
Enter the Pattern match Target Match that is to be used to trigger the Call Route.
The following Pattern Target Match pattern characters are supported:
| Pattern | Description |
|---|---|
| 0-9 | The digits 0 through 9 |
| X | Match any digit single digit |
Enter a meaning meaningful full Name for the Route. This might be something like the department name.
Finally, enter a Description that will help you or someone else in 12 months time understand why this route was created.
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Target Match pattern examples
The following provides some example examples of how to use patterns:
| Example | What it matches |
|---|---|
| 0383208100 | Match the phone no. 0383208100 |
| 03XXXXXXXX | Matches any number that begins with 03 and is a total of 10 digits in length |
| 1300XXXXXX | Matches any 1300 number that is exactly 10 digits long. |
| XXX | Matches any three-digit no. (such as an extension no.) |
| 300 | Match the extension 300. |
Steps
Once you have created the Call Route you MUST add one or more Steps to the Call the Route. A Call A Route without any Call Steps will simply hangup hang up the call.
To create a Call Step click the 'Steps' tab and following follow the instructions.
Recording
To enable Recording for this Call this Route click the 'Recording' Tab.
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To limit what times of the day this Call this Route applies to click the 'Schedule' Tab and set the time range.