Defining Caller Id Routing; Dnis Routing - Altigen AltiWare ACM 5.2 Administration Manual

Defining Caller ID 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 fields of the tab. You
can edit any of these attributes.
For each number, you can set routing for three distinct time periods defined in the
Business Hours tab (see "Setting Business Hours" on page 46):
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 auto attendant 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 48)
Business Hours Profile—routes incoming calls based on Business Hours Profiles
•
configured in System Configuration (see "Setting Business Hours" on page 46).
During Business Hours, Outside Business Hours and Non Working Day are
defined and selected by Business Hours profile.
Set Call Priority—lets you assign a call priority from 1-9 to the selected caller ID
•
number. The highest priority is 1, the lowest priority is 9.
Set Call SKLR—for workgroup-directed calls. Lets you assign a skill level
•
requirement from 1-9 to the selected caller ID number. This setting tells the system
to match the call to an agent's skill level setting. (Setting an agent's skill level is
explained in "Setting Up Skill Based Routing" on page 269.)
Language Setting—lets you specify that callers who dialed from the selected caller
•
ID will hear prompts in the language you set here. This field will have choices only
if you added sets of prompts according to the instructions in "Multilingual
Configuration" on page 89.

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, auto attendant or operator based on the DNIS
or DID number collected.
In order to locate an entry in the DNIS table for an incoming call, a full match is required.
To access DNIS routing settings, click the DNIS Routing tab in the In Call Routing
Configuration window.
Chapter 13: In Call Routing Configuration
AltiWare ACM 5.2 Administration Manual 163