Incoming Call Routing

IP Office Incoming Call Routing

Traditionally incoming calls used to be presented to an operator who then decided where to pass the call. IP Office supports intelligent incoming call routing capable of making routing decisions based on a number of criteria. The system currently supports incoming call routing based on, the calling parties telephone number or CLI/ANI (This could even be part of the number received such as an area code), routing based on presentation digits from the exchange such as DDI/DID or ISDN MSN, routing based on sub-address and routing based on the service type i.e. Voice Call, Data Call, etc. It is even possible to look for multiple criteria so, for instance, an IP Office DDI/DID call to a sales group could be handled differently depending on which part of the country the call is originating from.

Each IP Office incoming call route also supports a secondary destination night service that can provide alternative routing for an incoming call based on time of day and day of week criteria. IP Office calls that cannot be routed to the configured destination are re-routed to a user defined Fall Back destination. This can be particularly useful where calls are normally answered by an auto-attendant and a network fault occurs. Where multiple IP Office call routes are set up to the same destination, a priority level can be associated with the call. This priority level is used to determine a calls queue position in place of simple arrival time. Note: IP Office calls that are ringing a free extension are not considered queuing and are not effected by a high priority call joining a queue.