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C
Expanding Your System With
HAPTER
6
Call Routing
Xen Alpha
S
1
ECTIO N
O
C
With call routing, callers can press a single touch-tone key during a greeting to:
FFERING
ALL
R
OUTING
✆
✆
✆
You can assign and activate call-routing keys by following the system manager's
conversation. The opening greeting acts as a main menu, telling callers what action
each call-routing key provides. The following example is typical of how organisations
use the opening greeting to tell callers about call routing.
1.1. Why Use Call Routing?
1.2. How Call Routing Works
System Manager's Guide, Chapter 6 – Expanding Your System With Call Routing
A6-506000-642-07 Release 2.0
Transfer to an extension.
Hear an audio message.
Choose from a submenu of options.
Opening greeting
"Hello. Thank you for calling the Omni Company. If you are calling from a touch-
tone phone, you may dial an extension at any time.
To place an order, press 1; for directions to the Omni Company, press 2; for a
description of products and services, press 3.
Call routing lets you customise your Xen Alpha voice messaging system to meet
the specific needs of your organisation. Some of the ways you might use call
routing include:
✆
Directing routine calls to departments (For Sales, press 1. For Support,
press 2.)
✆
Presenting audio messages to answer frequently asked questions. (For
business hours and directions to our company, press 1).
✆
Providing an alternative extension directory when callers are not likely to
have letters on their telephone keypads.
For example, callers can press 1 for directory assistance and then choose from a
submenu to narrow their search. (For last names that start with A through G, press
1. For H through P, press 2. For Q through Z, press 3). You create the directory by
recording a list of names and extensions as an audio message. When callers hear
the extension they want, they can dial the number immediately.
The system listens for call-routing keys during the opening greeting and during any
audio message reached by a call-routing key. At these times, callers may press
any call-routing key set to route to a subscriber's extension or to a call-routing box
that you designate. Call-routing boxes can perform one of several actions,
including playing an audio message, offering a submenu of additional call-routing
options, or taking a message.
Release 2.0
Page 35
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