Inbound Routing

In this section, we explain how to configure Inbound Call routes.

You can create a new DID for incoming calls by clicking on Add a New DID, then provide the phone number to enter into the DID Extension field, then give a Description or Explanation as for how this route is used.

When copying a DID you input the new phone number into the extension field and add the description to its field, then you select the existing DID that you wish to copy the settings of and click submit.

When we enter an existing DID we can review and edit the settings, which dictate how our inbound calls are routed. 

DID Route:
This the type of route that you set the DID to use.

EXTEN will send calls to the extension entered below.

VOICEMAIL will send calls directly to the voicemail box entered below.

VMAIL_NO_INST will send the call to the voicemail box that you have defined below and will not play instructions after the voicemail message.

AGENT will send calls to an agent if they are logged in.

PHONE will send the call to a phones entry selected below.

IN_GROUP will send calls directly to the specified inbound group.

CALLMENU will send the call to the defined Call Menu.

Default is EXTEN.

Record Call:

This option allows you to set the calls coming into this DID to be recorded.

Y will record the entire call.

Y_QUEUESTOP will record the call until the call is hung-up or enters an in-group queue.

N will not record the call.

Default is N. 

Extension:
If EXTEN is selected as the DID Route, then this is the dialplan extension that calls will be sent to.

Default is 9998811112, no-service. 

Extension Context:
If EXTEN is selected as the DID Route, then this is the dial-plan context that calls will be sent to.

Default is default. 

Voicemail Box:

If VOICEMAIL is selected as the DID Route, then this is the voicemail box that calls will be sent to.

Default is empty. 

Phone Extension:

If PHONE is selected as the DID Route, then this is the phone extension that calls will be sent to.

Server IP:

If PHONE is selected as the DID Route, then this is the server IP for the phone extension that calls will be sent to. 

Call Menu:

If CALLMENU is selected as the DID Route, then this is the Call Menu that calls will be sent to. 

User Agent:

If AGENT is selected as the DID Route, then this is the Agent that calls will be sent to.

User Unavailable Action:

If AGENT is selected as the DID Route, and the user is not logged in or available, then this is the route that the calls will take. 

User Route Settings In-Group:

If AGENT is selected as the DID Route, then this is the In-Group that will be used for the queue settings as the caller is waiting to be sent to the agent.

Default is AGENTDIRECT.

In-Group ID:

If IN_GROUP is selected as the DID Route, then this is the In-Group that calls will be sent to. 

In-Group Call Handle Method:

If IN_GROUP is selected as the DID Route, then this is the call handling method used for these calls.

CID will add a new lead record with every call using the CallerID as the phone number.

CIDLOOKUP will attempt to lookup the phone number by the CallerID in the entire system.

CIDLOOKUPRL will attempt to lookup the phone number by the CallerID in only one specified list.

CIDLOOKUPRC will attempt to lookup the phone number by the CallerID in all of the lists that belong to the specified campaign.

CLOSER is specified for Closer calls.

ANI will add a new lead record with every call using the ANI as the phone number.

ANILOOKUP will attempt to lookup the phone number by the ANI in the entire system.

ANILOOKUPRL will attempt to lookup the phone number by the ANI in only one specified list.

XDIGITID will prompt the caller for an X digit code before the call will be put into the queue.

VIDPROMPT will prompt the caller for their ID number and will create a new lead record with the CallerID as the phone number and the ID as the Vendor ID.

VIDPROMPTLOOKUP will attempt to lookup the ID in the entire system.

VIDPROMPTLOOKUPRL will attempt to lookup the vendor ID by the ID in only one specified list.

VIDPROMPTLOOKUPRC will attempt to lookup the vendor ID by the ID in all of the lists that belong to the specified campaign.

If a CIDLOOKUP method is used with ALT, it will search the alt_phone field for the phone number if no matches are found for the main phone number.

If a CIDLOOKUP method is used with ADDR3, it will search the address3 field for the phone number if no matches are found for the main phone number and optionally the alt_phone field.

Default is CID.

In-Group Agent Search Method:

If IN_GROUP is selected as the DID Route, then this is the agent search method to be used by the inbound group.

LO is Load-Balanced-Overflow and will try to send the call to an agent on the local server before trying to send it to an agent on another server.

LB is Load-Balanced and will try to send the call to the next agent no matter what server they are on.

SO is Server-Only and will only try to send the calls to agents on the server that the call came in on.

Default is LB. 

In-Group List ID:

If IN_GROUP is selected as the DID Route, then this is the List ID that leads may be searched through and that leads will be inserted into if necessary. 

In-Group Campaign ID:

If IN_GROUP is selected as the DID Route, then this is the Campaign ID that leads may be searched for in if the call handle method is CIDLOOKUPRC. 

In-Group Phone Code:

If IN_GROUP is selected as the DID Route, then this is the Phone Code used if a new lead is created. 

Clean CID Number:

This field allows you to specify a number of digits to restrict the incoming caller ID number to by putting an R in front of the number of digits, for example to restrict to the right 10 digits you would enter in R10.

You can also use this feature to remove only a leading digit or digits by putting an L in front of the specific digits that you want to remove, for example to remove a 1 as the first digit you would enter in L1.

If more than one rule is specified make sure you separate them with a space and the R will run before the L. 

Default is empty.

No-Agent In-Group Redirect:

This setting allows you to redirect calls on this DID if there are no logged-in agents set to take calls from a specific In-Group.

If this field is set to Y or NO_PAUSED and there are no agents logged in to take calls from the specific In-Group the calls will go to the No Agent In-Group Extension set below.

The NO_PAUSED option will only send the call to the defined Extension if there are only paused agents in the in-group.

The READY_ONLY option will send the call to the defined Extension if there are no agents waiting for calls right now in the in-group.

Default is DISABLED.

*See the No Agent In-Group Extension setting below for more information. 

No-Agent In-Group ID:

For the No-Agent In-Group Redirect feature above to work properly, an in-Group must be selected from this menu.

Default is blank.

No-Agent In-Group Extension:

For the No-Agent In-Group Redirect feature above to work properly, an Extension must be set in this field.

Below you will see some examples of default extensions that you can use in the system to terminate calls to,

- 9998811112 - ANSWERED, This number is not in service

- 9993333333 - UNANSWERED, signal 1, un-allocated number, immediate hangup

- 9998888888 - UNANSWERED, signal 17, busy signal, immediate hangup

- 9994444444 - UNANSWERED, signal 27, out of order, immediate hangup

- 9995555555 - UNANSWERED, ring for 120 seconds then hangup

Default is 9998811112.

Max Queue In-Group Calls:

This setting allows you to redirect calls on this DID if the number of calls waiting in queue in a specific In-Group is above a set number.

If this field is set to 0 this feature is disabled.

Default is 0.

*See the Max Queue In-Group Extension setting below for more information.

Max Queue In-Group ID:

For the Max Queue In-Group Calls feature above to work properly, an in-Group must be selected from this menu.

Default is blank. 

Max Queue In-Group Extension:

For the Max Queue In-Group Calls feature above to work properly, an Extension must be set in this field.

Directly above, in the No-Agent In-Group Extension description, you will see some examples of default extensions that you can use in the system to terminate calls to.

Default is 9998811112.

Pre-Filter Phone Group ID:

This option allows you to filter calls through a Filter Phone Group before going through the standard filtering process below. If a match is found then the call is redirected to the Pre-Filter Phone Group DID as defined below.

Default is blank for disabled. 

Pre-Filter Phone Group DID:

For the Pre-Filter Phone Group ID feature above to work properly, a DID Pattern must be set in this field.

Default is blank for disabled.

*It is recommended that you confirm the DID you enter here is properly set in the system before assigning it. 

Filter Inbound Number:

This option if enabled allows you to filter calls coming into this DID and send them to an alternative action if they match a phone number that is in the filter phone group or a URL response if you have configured one.

GROUP will search in a Filter Phone Group.

URL will send a URL and will match if a 1 is sent back.

DNC_INTERNAL will search by the internal DNC list.

DNC_CAMPAIGN will search by one specific campaign DNC list.

If the option has AREACODE at the end, then the number and an entry for that numbers 3 digit area-code will be searched for.

Both DNC options already have area-code searching built in. 

Default is DISABLED.

Filter Phone Group ID:

If the Filter Inbound Number field is set to GROUP then this is the ID of the Filter Phone Group that will have its numbers searched looking for a match to the caller ID number of the incoming call. 

Filter URL:

If the Filter Inbound Number field is set to URL then this is the web address of a script that will search a remote system and return a 1 for a match and a 0 for no match

Only two variables are available in the address if you use the VAR prefix like with webform addresses in campaigns, --A--phone_number--B-- and --A--did_pattern--B-- can be used in the URL to indicate the caller ID of the caller and the DID that the customer called in on. 

Filter URL DID Redirect:

If the Filter Inbound Number field is set to URL then this setting allows the URL response to specify a system DID to redirect the call to instead of using the default action.

If a 0 is returned then the default action is used. If anything other than a 0 is returned then the call will be redirected to the resulting URL response value. 

Filter DNC Campaign:

If the Filter Inbound Number field is set to DNC_CAMPAIGN then this is the specific campaign ID that the campaign DNC list belongs to. 

Filter Action:

If Filter Inbound Number is activated and a match is found then this is the action that is to be taken. This is the same as the Route that you select for a DID, and the settings below (Filter Extension - Filter In-Group Phone Code) function just like they do for standard routing. 

Custom DID Fields:

These five fields can be used for various purposes, mostly relating to custom programming and reports.