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Defining the Routing
After adding an entry, you define it by first selecting it in the list. When you
select an entry, its name and other defined attributes, if any, appear in the
options at the right of the window. You can edit any of these attributes.
For each number, you can set routing for three distinct time periods defined
in the Business Hours window (see "Setting Business Hours" on page 5-
10):
•
During Business Hours
•
Outside Business Hours
•
Non Workdays
Within each of these three time slots, you have the following routing
options for incoming calls:
•
Route to a particular extension selected in the drop-down list
•
Route to a particular IVR number selected in the drop-down list
•
Route to the operator
Also, you can set additional routing attributes based on:
•
Holiday Profile—routes incoming calls based on Holiday Profiles
configured in System Configuration (see "Routing Calls on Holidays"
on page 5-13)
•
Business Hours Profile—routes incoming calls based on Business
Hours Profiles configured in System Configuration (see "Setting
Business Hours" on page 5-10). During Business Hours, Outside
Business Hours and Non Working Day are defined and selected by
Business Hours profile.
•
Call Priority—when enabled, allows you to assign a call priority from
1 - 9 that will be associated with the caller ID entry. The highest
priority is 1, the lowest priority is 9. Incoming calls will retain this
priority.
DNIS Routing
When an incoming call comes through a trunk with DNIS or DID numbers,
the system can route the call to the proper extension, IVR or operator based
on the DNIS or DID number collected.
AltiContact Manager Administration Manual
CallCenter Configuration
12-3
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Table of Contents
Troubleshooting
