Know the difference between call rerouting and call forwarding. Understand how several sets can share alternative answer points.

21

Call Rerouting

Objectives

When you finish this module, you will:

… Know the difference between call rerouting and call forwarding.

… Program call handling for Call Rerouting Always.

… Program call handling for Call Rerouting First Alternative.

… Program call handling for Call Rerouting Second Alternative.

… Understand how several sets can share alternative answer points.

… Provide alternate answer points for devices that are unanswered.

Unanswered Call Handling

The 3300 ICP provides users with effective ways to ensure their calls are answered. If a called set is busy or fails to answer, the system can reroute the call to an alternate set. If the alternate set is busy or fails to answer, the system can reroute the call to a second alternate set.

Call Rerouting and Call Forwarding

There are two ways to control where calls reroute when they are unanswered:

•

Call Forwarding - programmed and activated from the set, users can specify which phone they wish incoming calls to go to. Calls can be forwarded to different phones based on:

| External or internal call

| A busy phone or an unanswered phone

| Nothing; Calls are forwarded no matter what.

•

Call Rerouting - programmed in the system database, users cannot control the call rerouting of their phone. This ensures that even when the user has not forwarded their phone, calls to the set will follow the call rerouting path and be answered at the alternative answer points. Call forwarding overrides call rerouting.

Since the number a call can be forwarded to may be different than the number that same call can be rerouted to, an order of precedence is required. The system treats the calls with this precedence:

1. Call Forward – Always 2. Call Reroute – Always

3. Call Forward – Busy/DND and/or No Answer 4. Call Reroute – Busy/DND and/or No Answer

Call Rerouting - Always

The system can reroute all calls to an alternate answer point. For example, you may wish to reroute DID calls arriving at a set 1003 to an alternate answer point 1100 after normal business hours. Call rerouting - always means that regardless of the condition of 1003, the calls ring at 1100.

There are four sources of a call to a set:

•

DID Trunks

•

TIE Trunks

•

CO Trunks

•

Internal Sets

You may select all, or any subset of these, to reroute always. The calling source(s) you want to reroute are selected in the Call Rerouting Always Alternatives form. Program Reroute to devices you wish to reroute, and No Reroute to devices you do not wish to reroute. Rerouting can be set to happen when the system is in Day, Night1, and/or Night2 service. Here is an example.

Always Rerouting Example

When Should They Always Reroute? What Devices Should Always Reroute?

Day Night1 Night2

DID Trunks X X

TIE Trunks CO Trunks Internal Sets DID calls to phones

with Always Alternative Number

2 will reroute directly to 1100.

Always Alternative Number 2 applies to

1003 during Night1 and Night2.

;

Lab 1 – Programming Call Rerouting – Always

Use the planning form to plan your programming. Use three of your lab phones: This Phone Will Be: Lab Extension A calling set

A target set

An alternate destination set

When Should They Always Reroute? What Devices Should Always Reroute?

Day Night1 Night2 DID Trunks TIE Trunks CO Trunks Internal Sets Originating Device Always Alternative

Number DID TIE CO Internal

Directory Number 1 2 3 4 Call Rerouting Number

Day Night1 Night2

DND Type 1st Alternative Number 2nd Alternative Number

The screen shots use the following:

This Phone Will Be: Lab Extension

A calling set Any other set

A target set 1002

An alternate destination set 1005

In this lab, you will be using the:

•

Call Routing > Call Handling > Call Rerouting Always Alternatives form.

•

Call Routing > Call Handling > Call Rerouting form.

Step Task Expected Result 9

1 Navigate to the Call Routing > Call Handling > Call Rerouting Always Alternatives form.

The Call Rerouting Always Alternatives form is

displayed. 2 Select an available Always Alternative Number and

then select Change. It is recommended to leave number one as default, with no rerouting.

The Rerouting Always Alternative change window opens.

3 Select the Originating Device INT Reroute radio button. Enter the DN of the alternate destination set and select Save.

The data is entered, saved, and displayed in the Call Rerouting Always

Step Task Expected Result 9 4 Navigate to the Call Routing > Call Handling > Call

Rerouting form.

The Call Rerouting form is displayed.

5 Select the target set and then select Change. The Call Rerouting change window opens.

6 Program the Always Alternative Number just programmed to the Night1 mode only.

The rerouting rule is programmed.

Step Task Expected Result 9

7 From the Attendant Console, ensure that the 3300 ICP is in Day mode. Call the target set from the calling set.

The call should ring on the target set.

8 From the Attendant Console, ensure that the 3300 ICP is in Night1 mode. Call the target set from the calling set.

The call should ring on the alternate destination set.

9 Remove the programming. The programming is

Call Rerouting First Alternative

First and Second Alternative Rerouting depend on the condition of the set receiving the call. You can independently reroute the four calling device types depending on whether the called set is:

•

Idle

•

Busy

•

Not answering.

First and Second Alternative rerouting do not depend on the Day/Night1/Night2 operating modes like Call Rerouting – Always does.

Called Set Is Idle

In the example below, when 1003 is idle, you might want both trunk calls and internal calls to ring the idle set and then reroute to 1200. If 1003 fails to answer, the system reroutes the call to 1200.

Called Set Is Busy

When 1003 is busy or in Do Not Disturb, you might want its trunk calls to reroute to 1200, but not the internal calls. This would allow internal callers to camp on or send callback messages to 1003, while trunk calls are answered at 1200.

First Alternative Rerouting Example

Devices Rerouted When Busy Rerouted When Idle / No Answer

DID Trunks X X

TIE Trunks X X

CO Trunks X X

Internal Sets X

•

Normal = Do not reroute this device type

•

This = Reroute this device type to the designated DN.

•

Last = Reroute this device type to the Second Alternative’s designated DN.

First Alternative Number 2 applies to 1003.

DID, TIE, and CO trunk calls will reroute to 1200 if 1003 is busy or in DND. Internal calls receive normal busy tone. All calls to 1003 reroute to 1200 when 1003 is idle

Call Rerouting Second Alternative

If the first alternative, set 2010, does not answer, you can reroute the call to a second

alternative, such as voice mail at 3050. You can independently enable rerouting to the second alternative for each of the four calling device types.

The example reroutes all trunk calls, but no internal calls, to the second alternative 3050. Leaving internal calls as Normal for the second alternative means they will not reroute to the second alternative. If the target set is idle and unanswered, the calls will remain ringing at the first alternative.

Second Alternative Rerouting Example

Devices Rerouted to 2nd Alternative

DID Trunks X

TIE Trunks X

CO Trunks X

Internal Sets

•

Normal = Do not reroute this device type

•

This = Reroute this device type to the designated DN.

•

Last = Reroute this device type to the Second Alternative’s designated DN.

DID, TIE, and CO trunk calls to 1003 will reroute to 1900 if 1003

is busy, in DND, or doesn’t answer and if 1200 doesn’t answer. Internal calls receive

Sharing Alternative Answer Points

Once the Always, first, and second alternatives are defined, they can be applied to other phones. In this example of sets sharing rerouting patterns, they are applied to sets other than 1003.

Call Rerouting Number

Day Night1 Night2

DND Type 1st Alternative Number 2nd Alternative Number

1000 1 2 2 All 2 3

1001 1 2 2 All 2 3

1002 1 2 2 All 2 3

1004 1 2 2 All 2 3

These numbers index the Call Rerouting Always

Alternatives form. This number indexes the Call Rerouting First Alternatives form. This number indexes the Call Rerouting Second Alternatives form.

;

Lab 2 – Call Rerouting to First and Second Alternatives

Use the planning form to plan your programming. Use four of your lab phones. This Phone Will Be: Lab Extension A calling set

A target phone

A first alternate destination set A second alternate destination set

First and Second Alternative Rerouting Planner

Busy / DND No Answer 1st Alternative

Number _{DID TIE CO INT DID TIE CO INT}

Directory Number 1 2 3 4

Busy / DND / No Answer 2nd Alternative

Number _{DID TIE CO INT}

Directory Number Routed To 1 2 3 4 Call Rerouting Number

Day Night1 Night2

DND Type 1st Alternative Number 2nd Alternative Number

In this lab, you will be using the:

•

Call Routing > Call Handling > Call Rerouting First Alternatives form.

•

Call Routing > Call Handling > Call Rerouting Second Alternatives form.

•

Call Routing > Call Handling > Call Rerouting form. The screen shots use the following:

This Phone Will Be: Lab Extension

A calling set Any other set

A target set 1002

A first alternate destination set 1005

A second alternate destination set 1004

Step Task Expected Result 9

1 Navigate to the Call Routing > Call Handling > Call

Rerouting First Alternatives form. The Call Rerouting First _{Alternatives form is} displayed.

2 Select First Alternative Number 2, select Change, and program as follows. It is recommended to leave number one as default.

•

Program Busy/DND Int to This.

•

Program No Answer Int to This.

•

Leave the remaining fields at Normal.

•

Enter the DN of your first alternate destination set. Select Save.

The data is entered, saved, and displayed in the Call Rerouting First Alternatives form.

Step Task Expected Result 9 3 Navigate to the Call Routing > Call Handling > Call

Rerouting Second Alternatives form. The Call Rerouting Second _{Alternatives form is} displayed.

4 Select the Second Alternative Number 3, select Change, and program as follows. It is

recommended to leave number one as default.

•

Program Busy/DND/No Answer Internal to This.

•

Leave the remaining fields at Normal.

•

Enter the DN of your second alternate destination set.

Select Save.

The data is entered, saved, and displayed in the Call Rerouting Second Alternatives form.

Step Task Expected Result 9 5 Navigate to the Call Routing > Call Handling > Call

Rerouting form. The Call Rerouting form is _displayed. 6 Select your target set, select Change, and program

as follows:

•

Enter the First Alternative number programmed previously in the Call Rerouting – 1st Alt field.

•

Enter the Second Alternative number

programmed previously in the Call Rerouting – 2nd Alt field.

Select Save.

The data is entered, saved, and displayed in the Call Rerouting form.

Step Task Expected Result 9

7 Call the target set from the calling set, but do not answer it.

The call should ring on the target set, then route to the first alternate

destination set, then to the second alternate destination set.

8 Place the target set into DND. The target set is in DND. 9 Call the target set from the calling set. The call should ring on the first

alternate destination set, and if not answered, route to the second alternate destination set. 10 Place the first alternate destination set into

DND.

The first alternate destination set is in DND.

11 Call the target set from the calling set. The call should ring on the second alternate destination set.

Call Rerouting Timers

When the target set and the first alternative set are busy, the call reroutes immediately to the second alternative set. Timers are not required to limit the ringing duration since none of the sets ring.

When the target set and the alternative sets are ringing but not answered, timers control how long the call rings at each set before rerouting to the next alternative set.

The call rings at the target set for the duration of the Call Forward No Answer Timer. In the following example, this timer is in 1003’s COS. Its default value is 15 seconds. When the 15 seconds is up, the call stops ringing at 1003 and begins ringing the first alternative set 1200. The call rings at 1200 until the Call Rerouting Timer (CRR) or the Answer Plus System Reroute Timer (A+SR) expires.

The Call Rerouting Timer is in the System Options form and the Answer Plus System Reroute Timer is in the target set’s COS.

If the A+SR timer has any value greater than 0, the system uses it in place of the Call Rerouting Timer. The default values are A+SR = 0 and CRR = 22 seconds.

Note

The A+SR timer is only available if ACD Agent licenses have been purchased.

Note

These timers start counting when the target set begins ringing rather than when the first alternative set begins ringing. They must extend from the beginning of the target set’s ringing to the end of alternative set’s ringing. When the CRR or A+SR timer expires, the first alternative stops ringing and the second alternative starts ringing.

If an Attendant Console or other station originally transferred a trunk call to the target set, and if the final alternative fails to answer, the call returns to the Attendant Console or station that made the transfer.

Before returning to the console or station, the call rings at the last alternative for the duration of the No Answer Recall Timer (NART). The NART is in the incoming trunk’s COS. Its default is 17 seconds, and only applies to incoming trunk calls.

The following diagram illustrates the timer interdependencies. When the NART expires, the call is returned to the

transferring device.

Programmed in COS of the set.

Programmed in System Options

form.

Programmed in COS of originating trunk. Programmed in COS of

target set. ACD licenses required.

Call Rerouting Path

The rerouting first and second alternatives are only those programmed against the initial

destination set. They do not include rerouting first and second alternatives programmed against other sets in the rerouting chain, such as against 1200 and 1250 in the example. But the call will go to the Always Rerouting alternatives belonging to the first and second alternatives.

Rerouting Planner

Originating Device Always

Alternative

Number DID TIE CO Internal

Directory Number 1 2 3 4

Busy / DND No Answer 1st Alternative

Number _{DID TIE CO INT DID TIE CO INT}

Directory Number 1 2 3 4

Busy / DND / No Answer 2nd Alternative

Number _{DID TIE CO INT}

Directory Number Routed To 1 2 3 4 Call Rerouting Number

Day Night1 Night2

DND Type 1st Alternative Number 2nd Alternative Number

Questions

1. What is the difference between Call Forwarding and Call Rerouting?

______________________________________________________________________ ______________________________________________________________________

2. If Call Rerouting is programmed to reroute all calls from Extension 4000 to Extension 5000, and if the owner of 4000 activates Call Forward Always to Extension 6000, what happens to calls to 4000?

______________________________________________________________________ ______________________________________________________________________

3. What is the effect of entering THIS in an Originating Device field of the Call Rerouting First Alternatives form?

______________________________________________________________________ ______________________________________________________________________

4. Can you reroute calls to its First Alternative when a phone is busy and to its Second Alternative when it is idle and unanswered?

______________________________________________________________________ ______________________________________________________________________

5. Can you reroute exclusively CO Trunk calls to the First Alternative and not reroute all other types of calls to an extension?

______________________________________________________________________ ______________________________________________________________________

6. An extension has Busy/Do Not Disturb rerouting for Internal calls set to NORMAL. An internal caller calls the extension when it is already engaged in a call. What happens to the call, and what does the caller hear?

______________________________________________________________________ ______________________________________________________________________

7. Can an extension user override Call Rerouting Always by activating Call Forward Busy at the extension?

______________________________________________________________________ ______________________________________________________________________

8. Can a user of a multiline set with softkeys (for example a 5220 or 5224) and call forwarding programmed (but not activated) at their set, force their call to forward to a programmed destination? If so, how do they do it?

______________________________________________________________________ ______________________________________________________________________

9. Which timer determines how long a call rings at an extension before rerouting to the extension’s first alternative? In whose Class of Service is the timer found?

______________________________________________________________________ ______________________________________________________________________

10. Which timer determines when a call reroutes to the second alternative? When does the timer start timing?

______________________________________________________________________ ______________________________________________________________________