Route V1

Owned by PeterF (Deactivated)
Sept 06, 2016
2 min read

Route

A Route controls how incoming (and internal) calls are delivered to people within your organisation.

A Route can deliver a call to:

  • A single handset
  • A group of handsets (via Queues)
  • A voicemail box
  • A pre-recorded Business Message
  • An external phone no., including a Mobile
  • An IVR (a voice menu)
  • Lots of other interesting places.

Schedules

Routes also support the concept of date and time base schedules. Common exampless are:

  • Night switch where you want all calls after 5pm to be sent to a voicemail box
  • Public Holiday message

Every DID needs a single 'non-time' based Route. It can then have any no. of time based routes.

The non-time based route is essentially the default route. If non of the time based routes match the current date or time then the default route will be used.

The default Route and the associated set of time based routes are referred to as a Route Group.

Basics

Routes uses the term DID (Direct In Dial) which is essentially a phone number.  When a customer rings one of your phone numbers you need a Route for that phone no. (DID) to control how the call is handled.

Actions

The Action menu (bottom left hand corner) provides some additional functions.

Copy DID Group

Copies a set of Routes for a single DID to another DID. The original Route  Group is left unchanged.

Move DID Group

Moves a set of Routes for a single DID to another DID. 

Swap DID Group

Swaps a set of Routes for two DIDs.

This is really handy for testing a new Route configuration. Create the set of new Routes on an unused DID and test the new routes until you are satisfied with them. 

You can then Swap the test routes onto your main DID in a single action. If you find any problems you can always swap the original set of routes back in by using the Swap function a second time.

Fields

Field Explanation
Name A meaningful name for this route. e.g. Primary business no.
Description An explanation of why this route exists.
DID The phone number for which this route will control the calls.
Enabled If ticked this Route is enabled, otherwise this route will not be activated on an incoming call.
Inbound Makes this Route for use on inbound calls (the default). If not check this route will not be used for any inbound calls.
Caller ID A message to display on staff handsets when we send a call from this route to their phone.
Welcome Message A message to play to the caller as soon as the call is answered. Note: the system answers all calls automatically so this message is played before your desk phone will actually ring.
Disposition Set If you are using Noojee Answer this is the set of Dispositions (call outcomes) that are available to note the outcome of any calls that Noojee Answer has screen popped.