INCOMING GREETING GUIDES
The INCOMING GREETING GUIDE is used to manage voice guides for pre-off hooked calls.
This table allows an incoming caller to hear a greeting guide before he is routed to a set, a hunting group (PBX or ACD), an attendant group.
In the case a problem occurs on the called set or hunting group, the former routing is replaced by a second one, or a third one if the problem occurs again.
WARNING :
For the routing on guide to function, the creation of the "Incoming call to voice guide" prefix (see PREFIX ) is required. It must be an external access number (Ex.: DID number).
Greeting guide ID
This is the number used by the prefix "Call entering voice guide" (see PREFIX ).
Voice Guides
Each routing consists of:
- the voice guide,
- the voice guide timer,
- the directory number called after listening to the voice guide.
When a routing is defined (Voice guide + guide timer + directory number), it must be added into the list (otherwise, the entered parameters are lost when validated).
Up to 3 routings on voice guide can be added.
Thus if a problem occurs on a directory number ("empty" group, misdialling, out of service), the related guide will not be activated and the call will be routed to the next routing.
These problems can be:
- for a call to a set: misdialing or out of service,
- for a call to hunting groups or attendants: "empty":
- all attendants are absent
- all ACD agents have exited the group.
In the case the operation is completely unsuccessful up to the last directory number, the call overflows to the routing numbers of the trunk group (see TRUNK GROUP)
Voice guide number
Choose a number in the table of voice guides.
Guides 71 to 100 are adapted to this use - see TONE ). The use of other voice guides (between 1 and 215) is possible nevertheless.
Guide Timer
Timer which gives the duration of the voice guides. When this timer is over, the call is made to the directory number.
The adjustment is made by numbers of 100 ms units.
Routing Directory Number
This directory number may correspond to a set, to a hunting group (PBX) or to an attendant group.
It is the number which is called after the voice guide.Example of operation
Creation of a routing guide
Routing guide number X:
Guide A -Timer A - Directory N° A corresponding to a group of A sets
Guide B -Timer B - Directory N° B corresponding to a group of B sets
Guide C -Timer C - Directory N° C corresponding to a group of C sets
Operation of the routing guide
An external caller has access to this routing guide (see "Incoming call to voice guide" prefix):
Example 1: the group of A is "empty":
routing is made on guide B directly and then overflows to the B number corresponding to B hunting group.
example 2: A, B and C hunting groups are "empty"
routing overflows to the routing number of the trunk group.
In the case of misdialling or a set is out of service, the call is guided to the second routing.