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Incoming Call Routing

Incoming calls can to be presented to an Operator who then decides where to pass the call, but IP Office supports intelligent call routing capable of making routing decisions based on a number of criteria.

The system currently supports routing based on;

Call presentation digits from the exchange such as DDI/DID or ISDN MSN.
Calling telephone number or Caller ID (This could even be part of the number received such as an area code).
ISDN sub-address.
ISDN/PRI service type i.e. Voice Call, Data Call, etc.

It is even possible to look for multiple criteria so, for instance, a DDI/DID call to a sales group could be handled differently depending on which part of the country the call is originating from.

Each incoming Call Route also supports a secondary destination 'Night Service' that can provide alternative routing for an incoming call based on 'time of day' and 'day of week' criteria, as well as calendar-based routing for specific dates.

Calls that cannot be routed to the configured destination are re-routed to a user defined 'Fall Back' destination. This can be particularly useful where calls are normally answered by an auto-attendant and a network fault occurs.

Where multiple call routes are set up to the same destination, a Priority level can be associated with the call. This priority level is used to determine a call's queue position in place of simple arrival time, but note that calls already ringing a free extension are not considered queuing and are not affected by a high priority call joining a queue (unless the option" Assign Call On Agent Answer" is selected for that hunt group). A Priority Promotion Timer can be configured to increase the priority of calls which have been in the queue for more than a defined time.

An optional tag can be added to calls on the Incoming Call Route, which can be displayed on the alerting telephone.

© 2010 AVAYA
15-601041 Issue 20.f.-
18:14, 25 February 2010

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Last Modified: 08/06/2009