Inbound Call Handling - Avaya IP Office 8.1 Product Description

Inbound Call Handling

IP Office offers several features to provide versatile inbound call processing, including PC based applications,
and a standards-based TAPI interface for 3
Incoming Call Routing
Incoming calls can to be presented to an Operator who then decides where to pass the call, but IP Office
supports intelligent call routing capable of making routing decisions based on a number of criteria.
The system currently supports routing based on;
Call presentation digits from the exchange such as DDI/DID or ISDN MSN.
·
Calling telephone number or Caller ID (This could even be part of the number received such as an area
·
code).
ISDN sub-address.
·
ISDN/PRI service type i.e. Voice Call, Data Call, etc.
·
It is even possible to look for multiple criteria so, for instance, a DDI/DID call to a sales group could be handled
differently depending on which part of the country the call is originating from.
Each incoming Call Route also supports a secondary destination 'Night Service' that can provide alternative
routing for an incoming call based on 'time of day' and 'day of week' criteria, as well as calendar-based routing
for specific dates.
Calls that cannot be routed to the configured destination are re-routed to a user defined 'Fall Back' destination.
This can be particularly useful where calls are normally answered by an auto-attendant and a network fault
occurs.
Where multiple call routes are set up to the same destination, a Priority level can be associated with the call.
This priority level is used to determine a call's queue position in place of simple arrival time, but note that calls
already ringing a free extension are not considered queuing and are not affected by a high priority call joining a
queue (unless the option" Assign Call On Agent Answer" is selected for that hunt group). A Priority Promotion
Timer can be configured to increase the priority of calls which have been in the queue for more than a defined
time.
An optional tag can be added to calls on the Incoming Call Route, which can be displayed on the alerting
telephone.
Hunt Groups
A hunt group is a collection of users, typically users handling similar types of calls, e.g. a sales department. An
incoming caller wishing to speak to Sales can ring one number but the call can be answered by any number of
extensions that are members of the hunt group.
Four modes of call presentation are supported on IP Office;
Sequential
·
One extension at a time sequentially always starting at the top of the list.
Collective
·
All extensions in the hunt group simultaneously.
Rotary
·
Start with the extension in the list immediately following the extension that answered the last hunt
group call.
Longest Waiting
·
Start with the extension that has been free for the longest time.
An option has been added, "Assign Call On Agent Answer", which means that CTI applications will always
correctly report the details for the call that is alerting. The "Assign Call On Agent Answer" and ensures that the
call at the head of the queue is always answered first.
If all extensions in the hunt group are busy or not answered, another hunt group, called an Overflow Group,
can be used to take the calls. An overflow time can be set to stipulate how long a call will queue before being
passed to the Overflow Group (this can be configured either for individual calls or for all calls in the group). The
system can change the status of users who do not answer a hunt group call presented to them. The user can be
put into busy wrap-up, busy not available or logged out. The change of status can be set per user and the use
of this option can be set per hunt group.
Outside normal operation a hunt group can be put into two special modes; Night Service and Out of service.
Product Description
IP Office 8.1
rd
party applications.
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Issue 26.k.- (16 August 2012)