Programming instructions

Section 8 - Custom Call Routing
8.1 INTRODUCTION
Voice messaging and automated attendant are basic functions of the INFOSTAR/VX2. The real power
of the system is provided by Custom Call Routing or CCR. Using CCR, the VX2 system can answer a
call, play a greeting (providing a list of destinations), and then wait for the caller to press a digit. The
caller uses the dial pad of a DTMF telephone to select a destination. Based on the digit the caller
presses, CCR then routes the call to the appropriate destination. CCR can be programmed to route
the call even if the caller does not press a digit. CCR allows you to combine the call routing capabili-
ties of your telephone system and the capabilities of the VX2 with single digit dialing. For example,
have you ever called a company and were answered by a message similar to the one below. This is
CCR at work.
“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.”
With a properly designed Custom Call Routing plan, your callers are promptly and courteously an-
swered. They can then be routed to specific people, departments, prerecorded messages (bulletin
board mailboxes), or subscriber mailboxes. Custom Call Routing can be used in a variety of ways:
0 As an automated attendant to answer calls and transfer the caller to the desired extension num-
ber or department.
0 As a departmental answering position to direct callers to specific people, to leave messages for
specific people, or to recorded information of interest to the caller.
l As a directory to present callers with a menu of choices for listening to messages on different
topics.
l To circumvent unique problems integrating the VX2 with certain telephone systems. See Section
8.2.4 - Special Considerations.
These are only a few of the ways in which CCR can be used. A Custom Call Routing plan can be
simple or complex depending on your business requirements. There are two basic components to
CCR:
CCR Mailbox This is where the destinations are programmed for each digit a caller may dial. CCR
Mailboxes are programmed by the system administrator using the monitor and keyboard. Each CCR
Mailbox has 7 messages/greetings/menus associated with it.
Menu This is the recorded greeting used to give instructions/choices to the caller. There is one menu
for each CCR Mailbox. Menus are recorded using the system administrator’s mailbox and the monitor
and keyboard.
NOTE: When creating the CCR plan, the first greeting (menu) is always programmed in
record one message one. Use the next six messages in the first record before proceeding to
the next CCR record.
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INFOSTARIVX2
System Administrator’s Manual
revised 7191
8.1