Programming instructions
Custom Call Routing
The following steps are used to create a CCR plan:
l
Design the routing plan and menus (greetings)
@ Program the plan into the system
l
Record greetings for each menu
l
Program the system to use the CCR plan
o Test the routing plan.
8.2 DESIGNING THE ROUTING PLAN
The first decision you need to make is where you wish to route callers. Once you know where calls
are to go, you can design a plan which permits a caller to reach the destination in the shortest, yet
most logical, manner. A greeting/menu must be recorded for each CCR Mailbox used in the plan. A
menu may include up to 12 choices, one for each digit of the DTMF dial pad of a telephone.
Howev-
er, you may wish to limit the choices to 9, and leave the digits
q
,m and @ for specific uses. See
Section 8.2.4 -
Special Considerations
before deciding to use digits a,
q
and @ in a menu. The
next decision is on which days and at what times CCR is to be active, and how calls are to
be
han-
dled when CCR is not active. CCR can be turned on/off based on the day of the week and the time
of day.
Once you have decided on the destinations available to a caller, it is best to draw a general diagram
of the CCR plan. As the plan develops you can go back and add specific information. Use boxes to
represent mailboxes/extension numbers and menus, and lines to represent call flow. For example:
“Thank you for calling ABC Company. If you would like to place an order, press one. If you wish
to ask a question about an order already placed, press two. If you wish to leave your name and
address to receive a catalog, please press three. If you wish to speak with an operator, please
press zero or stay on the line.”
New Orders 1
q
Order Inquiry 2
cl
Customer Service
Catalog
Operator
8.2.1 WHERE TO ROUTE CALLERS?
There are 3 basic destinations available:
Q CCR can transfer a call back to a number in the telephone system. This can be an extension
number or an other number valid in the telephone system (e.g., a hunt group number).
Q CCR can route a call to a mailbox within the VX2 system. This mailbox can be a subscriber
mailbox, a bulletin board mailbox, or any other special application mailbox. The function of the
mailbox is defined using
the Mailbox Type. See
Section 8.3.1
- Mailbox Types
for more details.
a CCR can send the call to another CCR Mailbox. A call is routed to another CCR Mailbox when
you wish to have more than one menu presented to a caller.
NOTE: CCR can route calls to any valid number in the telephone system not just an exten-
sion number. If the telephone system is so equipped, calls can be routed to hunt groups,
ACD groups, etc.
.
8.2
INFOSTARIKY2
System Administrator’s Manual
revised 7191