Programming instructions
Custom Call Routing
OPERATOR
The a digit on each,CCR Mailbox screen should be programmed to route the caller to an extension
in the telephone system. This extension would normally be the system attendant, or someone who can
help a caller.
CALLER DIALING ERRORS
CCR also allows you to define where a caller should be routed if they make too many mistakes dial-
ing, or if they do not dial anything at all. The CCR Mailbox screen is used to define how many dial-
ing errors is too many (usually 2 or 3) and what to do with the call next. If the caller does not dial
anything, they are either using a rotary telephone, using
a
telephone which does not send DTMF after
a connection is made, or are confused about what to dial. These calls should be routed immediately
to someone who can help.
MULTIPLE STARING POINTS
The first 14 CCR Mailboxes can be used to start a CCR plan and should be reserved as starting
points. Why have different starting points for CCR? So that a company can provide different menus
(and choices) to callers based on circumstances outside the VX2. Suppose several departments in a
company wish to use CCR to greet their callers with a department greeting and menu rather than a
company greeting. Using multiple starting points for CCR, this can be accomplished. One extension in
each of the departments can be forwarded to a mailbox which is programmed for a mailbox type be-
tween 301 and 3 14 (see Section 8.3.1 - Mailbox Types for more details). Each department can de-
sign their own CCR plan without interfering with other departments.
NOTE: If you design a CCR plan which is going to use more than one menu, remember
CCR Mailboxes 1 to 14 are starting points and should not be used as destinations from
another CCR menu. Use CCR mailbox 15 and above to be the second, third, etc. menu.
This is so the starting points are available should you wish to use them in the future, and so
a call is not accidently routed to the starting point for a different CCR plan.
8.25 SUGGESTIONS
The following suggestions may help in the design of your routing plan:
@ Keep the number of menus to a minimum. If a caller has to press too many digits to reach a
destination, they may hang up in frustration.
8 Give clear but short instructions in a menu greeting.
B Give the caller a way to exit CCR and reach an operator.
o Make certain a caller can reach someone if they cannot dial DTMF digits.
The configuration sheet at the end of this chapter can be used to help plan your CCR plan. Make as
many copies of this sheet as needed to design the plan.
8.3 CREATE THE REQUIRED MAILBOXES
After you have designed the CCR plan, create any additional mailboxes you require. For example, to
use bulletin board mailboxes, these mailboxes must be created using mailbox types 201, 202, or 203.
Mailboxes are created using the Mailbox Set-up screen. Create mailboxes to use as destinations for @
and a. You may wish to use mailbox numbers outside the range of your subscriber mailboxes for
these-special purpose mailboxes. See Section 3 - Mailboxes for detailed information on creating mail-
boxes.
8.4
INFOSTARIVX2
System Administrator’s Manual
revised 7191