04.1 Routing

Routing

Menu: Provision | Route

Access: NoojeeAdmin, Administrators

Call routing allows for the creation and maintenance of inbound (and internal) call routes and allows routes to be permanently marked for recording (adhoc recordings are dealt with separately). A route is associated with a DID (Direct In Dial) number and a route may have several steps to perform. For example, ring a desk phone, then a mobile and finally a voice mail

Multiple routes may be created for a given DID, one without any time constraints and zero or more with non overlapping time constraints. For example, a route to be used during business hours, one for after hours and another for holidays.

Route List Screen

Route Fields

Field	Description
Enabled	Determines if this route is active or not.
Route Name	A user name for the route.
Route Description	A description of the route
Inbound Route	Indicates that this route is for inbound calls.
DID	The Direct In Dial number that this route will be applied to.
Display As	This will be displayed along with the caller id on phones when the call is routed
Welcome Message	A message to be played to the caller before their call is routed to it's final destination. The message is selected from a drop down, containing messages available in the “business messages” system.
Call Recording Enabled	When enabled calls handled by this route will be recorded.
Default Account	This indicates the account that will be associated with this recording if the account can not be determined by the extension that the call arrives at.
Recording message	This is a message selected from the available bmm messages that will be played to the caller to let them know that their call will be recorded.
Time Schedule Enabled	When enabled the route will only apply at the indicated time.
Date From	The starting date that this route will apply from
Date to	The date that this route will cease to apply
Every Day	The route will apply on every day of the week at the selected dates and times.
Days of the week Mon,Tue,wed...	Select the days of the week that this route will apply.
Any Time	The route will apply at any time of day on the selected dates and days.
Time Between	A starting and ending time of day that the route will apply, if the end is specified before the start the time range will be at night.

Route Targets

There are 7 different types of route targets available: Dial plan, Message, Noojee Fax, Noojee Receptionist, Phone Number, Queue, Voicemail.

Route Type	Purpose	Target	Attempt Duration	Whisper On Answer	Terminal
Dial plan	Send the call into specialised dial plan	Dial plan targets are specified as context,extension,priority	yes	no	no
Message	Play a recorded message to the incoming call.	Select a message from the available bmm messages.	no	no	no
Noojee Fax	Send the call to Noojee fax		no	no	yes
Noojee Receptionist	Send the call to Noojee Receptionist		yes	no	no
Phone Number	Redirect the call to another phone number		yes	yes	no
Queue	Transfer a call to an asterisk queue as defined in Noojee Administrator under “provision/queues”.	Queue: Select a queue from the drop down list.	yes	yes	no
Voicemail	Transfer a call to a Voicemail box.	Voicemail Box: select a voice mail box from the drop down list.	no	no	yes

Attempt Duration

How long this route target will be tried before giving up and moving to the next target.

Whisper on answer

A message will be played to the agent who answers the call before being connected to the caller.
The message is selected from the available BMM messages.

A note on the behaviour of whispers: once a whisper is set by a route step it will apply to all subsequent route steps in this or any other route called until it is set to a different whisper by a subsequent route step.

Queue Priority

When sending a call to a Queue you can specify a Priority. Calls with a higher priority (larger priority no.) will be placed in the queue before any calls with a lower priority no.

This can be used when you have multiple DIDs all being routed to a single queue but calls from a particular DID need to be dealt with at a higher priority.

If no Queue Priority is set then a call is inserted into the queue with a priority of zero (0) which is the lowest priority.

Queue Priorities may be from 0 to 100 where 100 is for the most important calls.

Terminal

Terminal route types should always be last in the list of routes as a call will not return from a terminal type to continue processing.

Route Edit Screen