Programming instructions

Custom Call Routing
8.8 EXAMPLE 1
Let’s take the example that was described on the first two pages of this section, fill in the details and
then program it into the system. This is the diagram from page 8.2.
“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
0
2
Order Entry
Order Inquiry 2
cl
db
A
Customer Service
Catalog 3
0 Type 201 Mailbox
Listen & Reply
Operator 0
cl
2 Operator -
The telephone system used in this example has 4-digit extension numbers, three digit hunt groups,
and 4-digit ACD (Automated Call Distribution) groups. Calls are transferred to the Order Entry de-
partment by dialing the hunt group pilot number 401. The Customer Service department is in an ACD
group. Calls are transferred to this ACD group by dialing 4701. The extension number for the opera-
tor is 3001. Mailbox 2001 is to be used for Catalog requests. Mailbox 2002 is to be used for the after
hours announcement. Incoming calls on selected outside lines are routed directly to the system (to
CCR). Let’s also add a selection to reach a Customer Service Supervisor who is at extension 3303.
The system is to be programmed to answer calls on all ports using the CCR menu described above
during the company’s business hours, Monday through Friday, 8:00 AM to 4:30 PM. After hours,
and on weekends, calls are to be routed to a general announcement containing the company’s busi-
ness hours and other general information. The voice mail function of the system is to be retained.
Mailbox numbers 2011 and 2012 are selected for the B and a functions.
Using this information, the diagram is now changed to:
“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. To reach a suoervisor. olease Dress four. If
you wish to speak with an operator, please press zero or stay on the line.”
Order Inquiry 2
cl
- 2 Ordstry - hunt group 401
A
Customer Service - ACD group 4701
Catalog a
Type 201 Mailbox
Listen & Reply
- Mailbox 2001
Supervisor 4
cl
E
Supervisor- extension 3303
Operator 0
0
2 Operator - ext. 3001
Non-subscriber *
voice mail
cl
Type 12 Mailbox - Mailbox 2012
subscriber #
voice mail
a-E-11
INFOSTARlVX2
System Administrator’s Manual
revised 7191
8.13