Inbound Routes - FreePBXliterature.schmoozecom.com/inbound_routes-module/... · Inbound routing is one of the key pieces to a functional PBX. The Inbound Routes module is the mechanism

Inbound RoutesUser Guide

Schmooze Com Inc.

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Overview Logging In Settings and Setup

© Copyright Schmooze Com, 2013

Inbound Routes User Guide

Overview

Inbound routing is one of the key pieces to a functional PBX. The Inbound Routes module is the mechanism used to tell your PBX where to route inbound calls based on the phone number or DID dialed. This module is used to handle SIP, PRI and analog inbound routing. Setting up inbound routing properly is a critical step in the deployment of a PB system. Inbound routes are often used in conjunction with time conditions and IVR’s. A typical setup will go from an inbound route to a time condition, then to an IVR or after hours answering service depending on the time condition met.

Logging In

• Log into the Incoming Route module and you should see a screen like this.



Add Incoming Route

Options

Privacy

Fax Detect

CID Lookup Source

Language

Call Recording

Set Destination

Description:DID Number:CallerID Number:CID Priority Route:

Alert Info:CID name prefix:

Music On Hold:Signal RINGING:Pause Before Answer:

Privacy Manager:

Detect Faxes:

Source:

Language:

Call Recording:

^̂

^̂

^̂

^̂

^̂

No Yes

Default

No

None

Allow

== choose one ==

Submit Clear Destination & Submit


Settings and Setup

• ADD INCOMING ROUTE SECTION- The PBX allows two specific types of inbound routing: DID & CID Routing. These two routing methods can be used on their own or in conjunction with one another. Leaving both fields blank will create a route that matches all calls. The “Add Incoming Route” has four options as shown in this screen shot.

◦ Description- Enter a unique description for the route. ◦ DID (Direct Inward Dialing)- Routing calls based on the trunk on which the call is coming in. In the DID field, you will define the expected “DID Number“ if your trunk passes DID on incoming calls. Leave this blank to match calls with any or no DID info. The DID number entered must match the format of the provider sending the DID. You can also use a pattern match to match a range of numbers. Patterns must begin with an underscore (_) to signify they are patterns. Within patterns, X will match the numbers 0-9 and specific numbers can be matched if they are placed between square parentheses. This field can also be left blank to match calls from all DIDs. This will also match calls that have no DID information. ◦ CID (Caller ID)- Routing calls based on the caller ID number of the person that is calling. Define the caller ID number to be matched on incoming calls. Leave this field blank to match any or no CID info. In addition to standard dial sequences, you can also put “Private,” “Blocked,” “Unknown,” “Restricted,” “Anonymous” or “Unavailable” in order to catch these special cases if the telco transmits them. ◦ CID Priority Route- The default priority levels are matched in the following sequence.

▪ Routes with a specific DID and CID will always be first in priority. ▪ Routes with a specific DID but no CID will be second in priority. ▪ Routes with no DID, but with a specific CID will be third in priority. ▪ Routes with no specific DID or CID will be last in priority.

◦ Toggling this field will make the CID a priority only if there is no entry in the DID field.


Add Incoming Route

Description:DID Number:CallerID Number:CID Priority Route:

Sales

9209670644

• OPTIONS SECTION- The Options section has five fields as shown in the following screenshot.

◦ Alert Info- This is used to send a string of text in the SIP ALERT_INFO headers. It’s often used for SIP endpoints that ring differently or auto-answer calls based on the ALERT_INFO text that is received.

▪ Options with Aastra phones are: • <Bellcore-dr2> • <Bellcore-dr3> • <Bellcore-dr4> • <Bellcore-dr5>

◦ CID name prefix- This allows text to be prepended to the caller ID name information from the call. This is often used to identify where a call came from. Calls to a number dedicated for sales might be prefixed with ”Sales:.” A call from John Doe would display as, “Sales:John Doe.” ◦ Music On Hold- MoH allows you to define the specific music on hold for calls on this inbound route. Whenever a caller is placed on hold, they will hear the music on hold defined here. This is typically used for companies that advertise in their music on hold and take calls in multiple languages. Calls to an English DID might play English advertisements and calls to a Spanish DID would play Spanish advertisements. ◦ Signal RINGING- This toggle will send “ringing” tones before the system lets the other side know that the call has been answered. Some providers and devices require this. You’ll notice the need for this if you can send calls directly to a phone/extension, but if you send it to an IVR, it won’t connect the call. ◦ Pause Before Answer- An optional delay to have the PBX pause before processing this route. This is not really useful on digital connections, but may be handy if external fax, modem or security systems are installed on the trunk and you would like them to be able to seize the line prior to the PBX answering the call.


Inbound RoutesUser Guide

Options

Alert Info:CID name prefix:

Music On Hold:Signal RINGING:Pause Before Answer:

^̂

Default

Sales:

• PRIVACY SECTION- This section only has one field.

◦ Privacy Manager- Enable or disable the PBX “Privacy Manager” functionality on this route. When enabled, calls without an associated caller ID will be prompted to enter their 10-digit telephone number. Callers will have 3 attempts to enter this information before the call is disconnected. If a user/extension has call screening enabled, the incoming caller will be prompted to say their name when the call reaches the user/extension.

• FAX DETECT SECTION- This section only has one field, unless you select “YES.”

◦ Detect Faxes- Enable or disable the “Fax Detection” functionality on this route. Selecting: ▪ NO- No attempts are made to auto-determine the call type. All calls are sent to the defined destination. ▪ YES- The system will try to auto determine the type of call. Route to the fax destination if a call is a fax, otherwise send to the regular destination. Use this option if you receive both voice and fax calls on the same line. (Please note the best practice is to use dedicate routes for your FAX services as “Fax Detection” is not 100% reliable). • Fax Detection Type- Set to DADHI. We don’t support faxing over SIP at this time. • Fax Detection Time- This is how long the system should attempt to detect that the incoming call is a fax before giving up and assuming it is a non fax call and routing the call to the normal set destination. • Fax Destination- Here you can set the destination for fax delivery.



Privacy

Privacy Manager:

^̂

No

Fax Detect

Detect Faxes:

Fax Detection type:

Fax Detection Time:

Fax Destination:

No Yes

^̂

== choose one ==

^̂

^̂

Dahdi

4

• CID LOOKUP SOURCE SECTION- This section only has one field.

◦ Source- A CID lookup source lets you specify a source for resolving numeric caller IDs of incoming calls. This gives you more detailed caller ID information and CDR reports. The sources are defined in the Caller ID Lookup Sources module and can be linked to web based services, local databases or CRM systems. Lookup sources are also useful if your trunks do not pass the caller ID name information with the number.

• LANGUAGE SECTION- This section only has one field.

◦ Language- This allows the language setting to be configured before hitting a destination. This is useful, when you use privacy manager and want to have the prompts played in the proper language. Please note that not all of the voice prompts are recorded in every language. If the prompt is not available, it will play in the default English setting. If this is left blank, the system will default to English. The available language codes are:

▪ English- en ▪ Chinese- cn ▪ German- de ▪ Spanish- es ▪ French- fr ▪ Hebrew- he ▪ Hungarian- hu ▪ Italian- it ▪ Portuguese- pt ▪ Portuguese (Brazil)- bp ▪ Russian- ru ▪ Swedish- sv



CID Lookup Source

Source:

^̂

OpenCNAM

Language

Language:

• CALL RECORDING SECTION- This section only has one field. Please see the Call Recordings user guide for more information.

◦ Call Recording- This setting controls or overrides the call recording behavior for calls using this route. ▪ Allow- This will honor the normal downstream call recording settings. ▪ Record on Answer- Starts recording when the call would otherwise be recorded, ignoring any settings that say otherwise. ▪ Record Immediately- Will start recording right away, capturing ringing, announcements, MoH, etc. ▪ Never- This will disallow recording regardless of downstream settings.

• SET DESTINATION SECTION- The PBX provides multiple ways to route a call. This is the place where the desired call target is selected. Any previously set up call target can be selected, including:

◦ Announcements- The system will play a pre-recorded announcement, then deliver the call to a new destination.

◦ Call Flow Control- Allows you to control call routing based on feature codes. This can also be used for “Day/Night” mode overrides.

◦ Callback- A callback will hang up on the caller and then call them back with the specified number assigned in the Callback module. This is useful for reducing mobile phone charges as well as other applications.

◦ Conferences- Route your callers directly to a specified conference room or to a conference room IVR that allows them to select a room.



^̂^̂

Announcements Sales Greeting

^̂

Call Flow Control

^̂

(0) Day

^̂

Callback

^̂

Cell Phone

^̂

Conferences

^̂

Conference List IVR

Call Recording

Call Recording:

^̂

Allow

^̂

Custom Destinations

^̂

AfterHours PIN

^̂

DISA

^̂

Sales

^̂

Directory

^̂

Main

^̂Extensions

^̂<4001> Preston McNair

^̂

Fax Recipient

^̂

Preston McNair (4001)

^̂

Feature Code Admin

^̂

Echo Test <*43>

^̂

IVR

^̂

SC-Business Hours Main IVR (speech)

^̂

Misc Destinations

^̂

Remote Voicemail

◦ Custom Destinations- Allows you to register your custom destination that points to custom dialplans. This will also “publish” these destinations as available destinations to other modules.

◦ DISA- Is used to allow people from the outside world to call into your PBX and then be able to dial out of the PBX so it appears that their call is coming from the office, which can be handy while traveling. This is a security risk for toll fraud, so make sure to password protect this to keep people from fraudulently using your system.

◦ Directory- Used to route your calls to a directory list.

◦ Extensions- Route your calls directly to extensions.

◦ Fax Recipient- Route incoming calls to the fax service for any extension that has faxing enabled.

◦ Feature Code Admin- Provides the ability to enable/disable feature codes and route directly to feature codes from outside lines. This is useful for changing system recordings remotely and accessing features not typically available to outside callers.

◦ IVR- “Interactive Voice Response” provides digital receptionist functionality. The IVR module answers a call, plays back an announcement and waits for the caller to push a digit (or respond via voice on speech enabled IVRs) in order to route the call to the desired locations specified in the IVR.

◦ Misc Destinations- Misc destinations are for adding destinations that can be used by other PBXact modules to call targets that dial any local number (such as an extension, feature code or external phone number). An example would be routing directly to your voicemail.



^̂

Paging and Intercom

^̂

Warehouse

^̂

Phonebook Directory

^̂

Phonebook Directory

^̂

Play Recording

^̂

presence-is-out-of-town

^̂

Queues

^̂

Customer Service <4612>^̂

Ring Groups

^̂

Customer Service <4719>

^̂

Speech Recognition

^̂

Magic Button DISA

◦ Paging and Intercom- Route directly to a paging group.

◦ Phonebook Directory- The Phonebook Directory module allows you to create system wide speed dial numbers that can be dialed from any phone. Routing to the directory will launch a dial-by-name directory that pulls from that phonebook.

◦ Play Recording- Allows you to select a system recording to play. Once the message is played, the call will terminate.

◦ Queues- Routes calls to a queue, which will “stack” calls that need to be answered.

◦ Ring Groups- Routes calls to a Ring Group

◦ Speech Recognition- Used for routing inbound calls directly to the Magic Button

◦ Terminate Call- Provides options to terminate the call

▪ Hangup- Terminates the call immediately ▪ Congestion- Sends a signal indicating there are no channels available to complete the call before terminating it. This only works on digital channels (SIP, IAX or PRI). Some providers will use this to locate an alternate route or process the call in another way. ▪ Busy- Relays a busy tone to the caller. The call terminates when the calling party hangs up. ▪ Play SIT TONE- Plays a tone known as an operator intercept. Two short tones and one long tone. It’s designed to indicate the called number is not in service. This is useful because some automated dialers will remove the called number from the dialing list when this tone is generated. ▪ Put caller on hold forever*- Places the calling party on hold until they terminate the call themselves. ▪ Play ringtones to caller until they hangup*- Continually plays back a ringing tone until they terminate the call themselves. * Be careful using these options as the system does not terminate the call and you could end up with a weeklong call you are responsible for.



^̂

Terminate Call

^̂

Hangup

^̂

Time Conditions

^̂

SC-Busines Hours

^̂

Trunks

^̂

To-Fax (sip)

^̂

Voicemail

^̂

<4001> Preston McNair (busy)

◦ Time Conditions- Time conditions are a set of time based rules. Calls will be sent to one target if the time of the call matches one of the conditions, or to the other target if none of the conditions match. Time conditions are created in the Time Conditions module. Time conditions are typically used to automate day/night options for most businesses.

◦ Trunks- Allows you to route inbound calls back to a separate trunk.

◦ Voicemail- Allows you to route callers directly to a users voicemail.

• Make sure to press the “Submit” button when done.



Schmooze Com Inc.

http://schmoozecom.com

(920) 886-8130

Inbound Routes - FreePBXliterature.schmoozecom.com/inbound_routes-module/... · Inbound routing is one of the key pieces to a functional PBX. The Inbound Routes module is the mechanism

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