Route

Overview

The Call Routes page allows you to create and maintain routes into and out of your phone system.

Inbound

Inbound routes are perhaps the easiest to understand and the most common one that needs to be maintained.

Inbound Routes control how a call into your organisation is delivered. Some of the more common things that you might do with a call are:

• Make one or more handsets ring
• Play a message
• Send the caller to a Voice mail box
• 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 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 Call Routes

Each route belongs to a context and is triggered based on a Phone No. 'Pattern'. 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-external', for internal calls it is called 'from-internal'. 

When a call is being processed the dialed number is matched against all of the available Call Route Patterns within the Context. The Call Route with the most exact Pattern match is then triggered and used to control the flow of the call.

Call 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.

For inbound calls the DID (incoming phone no) that the caller dialed is used to match against the Pattern. For outbound calls the Phone No. that the staff member dialed is used to match against the Pattern.

When two Patterns exactly match the phone number the longest of the two Patterns will be selected.

Creating a Route

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.

Enter the Pattern match that is to be used to trigger the Call Route.

The following Pattern characters are supported:

Enter a meaning 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.

Pattern Examples

The following provides some example of how to use patterns:

Steps

Once you have created the Call Route you MUST add one or more Steps to the Call Route. A Call Route without any Call Steps will simply hangup the call.

To create a Call Step click the 'Steps' tab and following the instructions.

Recording

To enable Recording for this Call Route click the 'Recording' Tab.

Schedule

To limit what times of the day this Call Route applies to click the 'Schedule' Tab and set the time range.