Specifications

CallCenter Configuration
AltiContact Manager Administration Manual 12-3
12. CallCenter
Configuration
Defining the Routing
After adding an entry, you define it by first selecting it in the list. When you
select an entry, its name and other defined attributes, if any, appear in the
options at the right of the window. You can edit any of these attributes.
For each number, you can set routing for three distinct time periods defined
in the Business Hours window (see “Setting Business Hours” on page 5-8):
• During Business Hours
• Outside Business Hours
• Non Workdays
Within each of these three time slots, you have the following routing
options for incoming calls:
• Route to a particular extension selected in the drop-down list
• Route to a particular IVR number selected in the drop-down list
• Route to the operator
DNIS Routing
When an incoming call comes through a trunk with DNIS or DID numbers,
the system can route the call to the proper extension, IVR or operator based
on the DNIS or DID number collected.
Note: DNIS supports only incoming T1, PRI, and analog DID trunks, and
in the case of T1 and PRI, DNIS works with incoming trunks that
are not set up as tie trunks.
In order to locate an entry in the DNIS table for an incoming call, a full
match is required. If there is no match in the DNIS routing table set up in
this window, the system tries to match the number based on the DID
number entered in the General page of Extension Configuration (see
“Setting up Extensions” on page 13-3). If there is still no match, the system
routes the call according to the In Call Routing page defined in Trunk
Configuration.