Specifications

Product Description

IP Office Release 7.0

Page 224

Issue 22.a.- (21 March 2011)

Inbound Call Handling

IP Office offers several features to provide versatile inbound call processing, including PC based applications,

and a standards-based TAPI interface for 3rd party applications.

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.