Call Routings

DID number

Enter the expected DID Number if your trunk passes DID on incoming calls. This will be the number the caller dialled – if it matches the one entered here, the call will be routed according to this routing.

Leave the field blank to match any or no DID number.

You can use a pattern to match a range of numbers. If you use a pattern, start it with an underscore _ .

Caller ID

Enter the Caller ID Number to be matched on incoming calls. This will be the caller's phone number – if it matches the one entered here, the call will be routed according to this routing.

Leave the field blank to match any or no CID info. In addition to standard dial sequences, you can also enter Private, Blocked, Unknown, Restricted, Anonymous and Unavailable in order to define these special cases if the Telco transmits them.

Fax

Enable if you are routing a fax number.

Alert info

This can be used to set up a distinctive ring on SIP devices.

CID Name Prefix

You can optionally prefix the Caller ID name. E.g: If you prefix with "Sales:", a call from John Doe would display as "Sales:John Doe" on the extensions that ring.

Next destination

Select where calls that match this routing will go next. You can select:

• Announcements to play back a recording

• TTS Announcements to play back a text-to-speech message

• IVR to go to an interactive voice response tree

• Time conditions to decide where the call should be routed based on the date and time

• Ring groups to make the call ring  at multiple users

• Call steerings to decide where the call should be routed based on the callers speech input

• Queue to put the call in one of your queues

• Missed calls to create a missed call in Missed

• User to route the call to a specific user

• Terminate to end the call.

After you select the type of destination in the first dropdown menu, select a specific instance of the type in the second dropdown menu.

E.g. first select Queue, then select a specific queue that you have previously created, e.g. Accounts payable.

You will only see the types of destinations where you have already created some items. E.g. if you have not created any queues, you will not see Queue as one of your options.

Emergency

Optional: Selecting this option will enforce the use of a device's Emergency CID setting (if set). Select this option if this set of routes is used for emergency dialing (ie: 911).

Internal

Optional: Selecting this option will treat this route as an intra-company connection, preserving the internal Caller ID information and not using the outbound CID of either the extension or trunk.

Dialling rules

A Dial Pattern is a unique set of digits that will select this trunk.

Rules:
X matches any digit from 0 to 9.
Z matches any digit from 1 to 9.
N matches any digit from 2 to 9.
[1237-9] matches any digit or letter in the brackets (in this example, 1, 2, 3, 7, 8, 9).
. wildcard, matches one or more characters.
| separates a dialling prefix from the number (e.g. 9|NXXXXXX would match if the caller dials "95551234" but will only pass "5551234" to the trunk).

Users

Select the users that can use this outbound routing. Leave blank to allow all users to use it.

User rules

Enter a regular expression that defines which users can use this outbound routing. Leave blank to allow all users to use it.

Queues

Select the queues that can use this outbound routing. Leave blank to allow all queues to use it.

Queue rules

Enter a regular expression that defines which queues can use this outbound routing. Leave blank to allow all queues to use it.

Devices

Select the devices that can use this outbound routing. Leave blank to allow all devices to use it.

Device rules

Enter a regular expression that defines which devices can use this outbound routing. Leave blank to allow all devices to use it.

Trunks

Select a SIP trunk to use with the outbound routing. You can add more trunks using the + button.

Allow skip

Turn on to let the caller skip the announcement by pressing any key.

Recording

Select a recording from the drop-down list. Go to Manage → Routings → Calls → System recordings to manage, record or upload your recordings.

No answer

Check this to keep the channel from explicitly being answered. When checked, the message will be played and if the channel is not already answered it will be delivered as early media if the channel supports that. When not checked, the channel is answered followed by a 1 second delay. When using an announcement from an IVR or other sources that have already answered the channel, that 1 second delay may not be desired.

Repeat character

Select a key that will replay the message when pressed. If you choose this option, there will be a short delay inserted after the message. If a longer delay is needed, incorporate it into the recording.

Next destination

Select where call will be routed after the announcement is played back. You can select.

• another Announcement

• TTS Announcements to play back a text-to-speech message

• IVR to go to an interactive voice response tree

• Time conditions to decide where the call should be routed based on the date and time

• Ring groups to make the call ring  at multiple users

• Call steerings to decide where the call should be routed based on the callers speech input

• Queue to put the call in one of your queues

• Missed calls to create a missed call in Missed

• User to route the call to a specific user

• Terminate to end the call.

After you select the type of destination in the first dropdown menu, select a specific instance of the type in the second dropdown menu.

E.g. first select Queue, then select a specific queue that you have previously created, e.g. Accounts payable.

You will only see the types of destinations where you have already created some items. E.g. if you have not created any queues, you will not see Queue as one of your options.

Title

Enter a title.

Shortcut

Abbreviation of the IVR used in statistics where you will see which key the caller pressed. Must be unique. Allowed characters (maximum 8) are: A-Z, a-z, 0-9 and underscore.

Description

Enter a description.

Recording

Select a recording from the drop-down list. It will be played at the start of each loop. Go to Manage → Routings → Calls → System recordings to manage, record or upload your recordings.

The recording should contain information about the possible Destination Options that you set up at the bottom of the IVR settings, ie. what numbers callers can press and where they lead.

Timeout

The amount of time (in seconds) before the timeout message is played in each loop after the Recording has finished playing and the caller hasn't press any key. After the last loop, the call will be routed to the 't' destination if set up. Otherwise it will be ended.

Timeout recording

Select a recording from the drop-down list. It will be played if the caller doesn't press any key before the time set up in Timeout above runs out. Go to Manage → Routings → Calls → System recordings to manage, record or upload your recordings.

Invalid message

Select a recording from the drop-down list. It will be played if the caller presses a key that you have not set up as one of your Destinations below. After the recording is played back, the next loop will begin or, if an invalid option is selected during the last loop, the call will be routed to the 'i' destination if set up. Other it will be ended.

Go to Manage → Routings → Calls → System recordings to manage, record or upload your recordings.

Loops

Select the number of times the IVR can reach a Timeout or Invalid input before it is routed to 'i' or 't' destinations if set up, or ended if not set up.

Max. digits

Select the maximum number of digits the caller can enter (min. 1, max. 20).

E.g. if you set Max. digits to 1, the caller will be able to enter 0-9. If you set Max. digits to 2, they will be able to enter 0-99 etc.

Timeout max. digits

Select the maximum amount of time in seconds permitted between digits.

E.g. if a caller wants to enter 15, they will first press 1, then they will have the selected amount of time to press 5, otherwise the IVR will treat the input as 1.

Option

Enter a number or option that the caller needs to press to go to the Destination set up below. You can enter:

• numbers containing as many digits as you have set up in Max. digits above. E.g. if you set Max. digits to 1, you can enter 0-9 in each Option. If you set Max. digits to 2, you can enter 0-99 etc.

• "i" – Invalid. In the last loop, if the caller presses a key that you have not set up as one of your Destinations, the call will be routed here.

• "t" – Timeout. In the last loop, if the caller doesn't press any key before the time set up in Timeout above runs out, the call will be routed here.

Destination

Select where the call will be routed if the caller selects this Option. You can select:

• Another IVR – you can set up complex IVR trees by linking multiple IVRs

• Announcements to play back a recording

• TTS Announcements to play back a text-to-speech message

• Time conditions to decide where the call should be routed based on the date and time

• Ring groups to make the call ring  at multiple users

• Call steerings to decide where the call should be routed based on the callers speech input

• Queue to put the call in one of your queues

• Missed calls to create a missed call in Missed

• User to route the call to a specific user

• Terminate to end the call.

After you select the type of destination in the first dropdown menu, select a specific instance of the type in the second dropdown menu.

E.g. first select Queue, then select a specific queue that you have previously created, e.g. Accounts payable.

You will only see the types of destinations where you have already created some items. E.g. if you have not created any queues, you will not see Queue as one of your options.

Widget (Only save transcript)

The call will be routed to the selected Next destination.

The Transcripts widget displays the customer's speech using speech-to-text technology. The agent can read the text when they accept the call.

Setup needed:

Add the Transcripts widget to the widget scheme of the queue that is the destination of your Call steering. See Manage → Queues for instructions.

Preferred member

The call will be routed to the selected Next destination with the matched user as a "PREFMEMBER" parameter – if the matched is user is available, the call will be routed to them. The application searches agents' Titles and Call steering descriptions.

Setup needed:

Go to Manage → Users → List of users. Make sure all users have a Title that corresponds to their real name. Enter any nicknames, aliases or other hints in the Call steering description field.

If your language uses cases, the app can recognise them and match the name of a person correctly – you don't need to enter all the cases in the Call steering description. E.g in Czech,  "Tomášem Novotným" will match Tomáš Novotný automatically.

Queue

The call will be routed to the matched queue or, if there is no match, to the selected Next destination. The application searches queues' Titles and Call steering descriptions.

Setup needed:

Go to Manage → Queues. Make sure your incoming call queues that you use with call steering have Titles that customers are likely to know, e.g. Tech Support, Sales, Returns etc. You can also fill out any other words or phrases customers are likely to say in the Call steering description fields.

Custom directions

The call will be routed to the matched custom Destination or, if there is no match, to the selected Next destination.

Setup needed:

Set up your own custom Destinations at the bottom of the page.

Enter the Key words that the customer needs to say to match the Destination. You can enter several words/phrases separated by a comma. Avoid using similar key words in multiple destinations – the call will be routed to the destination of the first key word matched with the Similarity limit selected in the general call steering options.

Select a Preferred member – if the matched user is available, the call will be routed to them.

Select the Destination where the call will be routed if the customer's speech matches the key words.

Dialplan routing

The call will be routed to the Next Destination with the asterisk variables CALLSTEERING_USER, CALLSTEERING_USER_SIMILARITY, CALLSTEERING_QUEUE and CALLSTEERING_QUEUE_SIMILARITY set according to the customer's speech. These variables can then be used in Custom context.

Setup needed:

We recommend to set the Next destination as one of your Custom contexts.

Title

Enter a title.

Description

Enter a description.

Queue

Select the queue where you want the missed call to be created.

Missed activities must be turned on in the queue settings, otherwise missed calls will not be displayed in Missed in the sidebar.

Next destination

Select where the call will be routed next. You can select:

• another Missed call

• Announcements to play back a recording

• TTS Announcements to play back a text-to-speech message

• IVR to go to an interactive voice response tree

• Time conditions to decide where the call should be routed based on the date and time

• Ring groups to make the call ring  at multiple users

• Call steerings to decide where the call should be routed based on the callers speech input

• Queue to put the call in one of your queues

• User to route the call to a specific user

• Terminate to end the call.

After you select the type of destination in the first dropdown menu, select a specific instance of the type in the second dropdown menu.

E.g. first select Queue, then select a specific queue that you have previously created, e.g. Accounts payable.

You will only see the types of destinations where you have already created some items. E.g. if you have not created any queues, you will not see Queue as one of your options.

Number

Enter the phone number that will be displayed to the callee when the conditions set up below are met.

Priority

Enter the priority of this setup. Higher number = higher priority.

If a call matches several identifications, the Caller ID with higher priority will be used. If there are several identifications with the same priority, a random one with the given priority will be selected.

Title

Enter the title of your trunk.

Unique name

Enter a unique name. This cannot be changed later.

Description

Enter a description of you trunk to help you identify it later.

Type

Select the protocol type.

Outgoing identification

Enter a phone number that will be presented to the callee in outgoing calls made using this trunk. You must have the right to use the number you enter, otherwise it will not be used.

Max channels

Enter the maximum number of outgoing concurrent calls. Incoming calls are not counted.

Dialling rules

Modify outgoing called number based on patterns:
Pattern 421|9X. remove prefix 421 if number starts with 421 9. E.g. 421 987 654 321 -> 987 654 321
Pattern 00420+XXXXXXXXX append prefix 00420 if number has 9 digits. E.g. 987 654 321 -> 00420 987 654 321
Pattern 00421+0|XXXXXXXXX remove prefix 0 and append prefix 00421 if number has 10 digits and starts with 0. E.g. 0 123 456 789 -> 00421 123 456 789

CallerId rules

Modify incoming callerID based on patterns – same as above.

PJSIP config

Enter the trunk configuration, e.g.:

type=wizard
aor/maximum_expiration=300
aor/default_expiration=300
endpoint/context=from-trunk
endpoint/dtmf_mode=rfc4733
remote_hosts=DaktelaIpAddress
identify/match=DaktelaIpAddress
aor/qualify_timeout=10.0
aor/qualify_frequency=30
endpoint/language=en
transport=transport-udp
outbound_auth/auth_type=userpass
outbound_auth/username=yourusername
outbound_auth/password=yourpassword
sends_auth=yes
endpoint/disallow=all
endpoint/allow=alaw
endpoint/send_pai=yes
endpoint/send_rpid=no

1

Mute/unmute yourself.

2 (admin only)

Lock and unlock the conference – when locked, no more participants will be allowed to join.

3 (admin only)

Remove the last participant that joined from the conference.

4 or 6

Decrease or increase the conference volume.

7 or 9

Decrease or increase your volume.

8

Exit the conference.

*

Play back these options.

Asterisk General Call Pickup

Pick up a phone that is ringing in your SIP device ring group – go to Manage → Devices → SIP devices and see settings Pickup member and Pickup allow.

Call Forward All Activate

Dial the code followed by the number you want to forward to. Affects all calls to the USER, regardless of the device used to set the number.

Call Forward All Deactivate

Dial the code followed by the forwarding number you want to deactivate. If you do not remember the number, go to List of Users to deactivate call forwarding.

Dial Voicemail

Go to the voicemail of any device in the call centre. You will need to know the device number and voicemail PIN if set up (find it Devices → SIP Devices).

Directed Call Pickup

Pick up a specific phone that is ringing in your ring group. Dial the code followed by the extension number.

DND off

Start a DND pause.

DND on

Stop a DND pause.

Echo Test

Run an echo test call. Use it to check your microphone and speaker/headphone settings and to measure voice delay.

My Voicemail

Go to your voicemail. You will need to know your voicemail PIN if set up (find it Devices → SIP Devices).

Attended transfer

Enter the code followed by the number you want to transfer the call to. Before you transfer the customer, you can explain what they need to the agent you are transferring the call to.

Blind transfer

Enter the code followed by the number you want to transfer the call to.

Create ticket

Create a new ticket.

Hangup transfer channel

Change an attended transfer into a blind transfer.

Record start/continue

Start or continue recording the call.

Record stop

Stop recording the call.

Stop playback

Stop playing the agent greeting.

Unhold channel

Unhold a channel that was previously on hold.