Advanced Call Routing Capabilities

Advanced Call Routing

July 8, 2015

Confidential and Proprietary. Subject to Non-Disclosure Agreement.

Speakers

Ryan Burns, Director of Training and Development

Responsible for managing the strategic learning initiatives for both internal employees as channel partners. Ryan has managed training organizations at AT&T, ReachLocal, and LexisNexis before joining ANPI in August.

Gary Wilson, Product Manager

Responsible for Product Management for Hosted UC. Gary has over 20 years experience in Telecom working at Intervoice and Convergys in Software Development and Engineering Management as well as Product Management, and at Metaswitch and ESI in Product Management roles.

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Agenda

1. Advanced Call Routing Overview

2. Advanced Call Routing Usage

3. Schedules

4. Rules

a) Hunt Groups

b) Call Center Queues

c) Auto Attendants

5. Feature “Best Practices”

6. Q&A

3

Advanced Call Routing Overview


Overview

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Address more complex call routing needs

Automated routing based on schedules

Schedules can be created once and used anywhere

Call routing rules are created for each AA, HG or CC queue


Usage

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• Advanced Call Routing starts with Schedules

• New Schedules Tab for creating complex schedules

• Think of all the schedules that run your business

• Business Hours

• After Hours

• Tech Support Hours, etc.

• Create Rules on Auto Attendants, Hunt Groups and Call Center Queues

• Route to destination based on schedule

• Destination can be other extensions, external numbers, * codes


Where Would I Use This?

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• During Business Hours, route calls to main number to admin or operator

People Company

• During After Hours, route calls to Sales Hunt Group to external number

After Hours Sales

• During After Hours, route calls to Tech Support Call Center Queue to M-W-F-Sun and T-T-Sat On Call Cell Phone Queues

Multiple On Call Groups

• During Holidays, route calls to main number to Voicemail box with a Holiday Greeting

Holiday Handling

Schedules


Schedules

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• New Schedules Tab for creating schedules

New Schedules Tab

• Simple as one event, or could contain multiple events – think After Hours

Events

• Day, Week, Month, Yearly views

Views

• Schedules are Regular or Holiday

Schedule Types


Schedules Tab

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Schedules Tab


Schedules Widget

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• New Schedules Widget for creating schedules

• Use Global or Location to “tag” schedules – default Global

• Click New Schedule to begin


New Business Hours Schedule Creation

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Enter Name

Choose Regular

or Holiday

Click Add Event


New Event Creation

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Default View

Name each

“event”

Repeating

options

Full day or

day/time

options


Business Hours Workday Event

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Name the

event

Choose Mon-

Fri

Choose Time

! Day acts as

start day


Business Hours Weekly View

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Scroll to 08:00

Schedule Time

Event Name

Click Save


Business Hours Monthly View

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Click Month

Switch Months

Events – note

start day


Business Hours Yearly View

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Click Year

Hover to expand

events

All days with an

event highlighted


Business Hours Schedule

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• New schedule added to list

• Can Edit or Delete


After Hours Schedule

19

After Hours

regular

Click Add

Event


After Hours – Morning Event

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Name it

Choose Mon-

Fri

Choose Time

! Day acts as

start day


After Hours – Evening Event

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Name it

Choose Mon-

Fri

Choose Time

! Day acts as

start day


After Hours – Weekend Event

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Name it

Choose Sat

and Sun

Check Full

Day


After Hours – Weekends

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Multiple

events

Scroll to 17:00

to see 3rd event

Click Save


Schedules - Holidays

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Name event

and choose

Holiday

Click Add

Event


New Event – New Years

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Name it

Choose Yearly

Full day by

default

Choose “Every”

option and

specific date


New Event – Memorial Day

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Name it

Choose Yearly

Full day by

default

Choose “On”

option and

specific day of

week


Holiday Schedule – Yearly View

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New Years

Hover over day

to see event

Click Save

Click calendar

to edit event


Schedule List

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• List of Schedules

• Can add many more

• Can Edit or Delete


Event Creation – Alternative Methods

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Click at start

time and drag

to end time

Double click

on start time

and day

Rules


Rules

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• Rules are used to specify what happens to calls arriving at that service (AA, HG, CC Queue)

Where to apply rules?

• Rule processing happens before call is sent to AA, HG or CC Queue

When do rules get processed?

• Rule processing occurs in the order you list them, top down

How do rules get processed?


Rules Creation – Hunt Groups

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Time Zone for

when schedule

applies

New rules

section

Default rule to

service

Click New Rule


Rules Creation – Creating

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Name the Rule Choose a Schedule Forward to destination

Save Cancel


Rules Creation – Fields

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Name the Rule Choose After Hours Forward to external #

Save


Rules Creation – After Hours

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Shows Rule Name Shows After Hours Shows Destination


Rules Creation – Holidays

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Holiday Rule Name Holiday Schedule Can send to Voicemail

IMPORTANT!:

Rules are processed in order they are listed!


Rules - Enabling

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Enable Rules To Run Notification


Rules – Move/Off/Pause/Edit/Delete

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Move rules

up/down

Pause Individual Rules

Edit Delete

Turn Off


Call Center Queues - Rules

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Rules on Call

Routing tab

Rule creation

same as HG


Call Center Queue Example Rules

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Rule Names Schedules Forwards – Note route to HG


Call Center – Time Zone

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Queue Profile

tab

Note Time

Zone!


Auto Attendants

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• Choose schedules from list instead of creating them

Auto Attendant Schedules Have Changed!!!

Two Uses For Schedules

• Chosen IF call routes to AA

1. Menu Schedule

• Take affect BEFORE menu decision

2. Rule Routing


Auto Attendant - List

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List With Two Auto Attendants – Click Edit to Expand


Auto Attendant – New View

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New Rules Section

No Schedule Creation?

Standard Default Rule

But What Are These?


Auto Attendant - Menus

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Menu Names Menu Schedule Forward To: Is Fixed

IMPORTANT!:

Menu Schedules ONLY Set What Schedule Uses Which AA Menu


Auto Attendant – Menus Updated

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Menu Names Schedules We Created Forward To: Is Fixed

Remember, After Hours is defined as Not Business Hours and Not Holidays

If call gets to Auto Attendant during Business Hours, use the Business Hours Schedule

If call gets to Auto Attendant during After Hours or Holidays, use the Holidays Menu


Auto Attendant – Rules Added

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Rule Names Schedules Forwards – Note to 1001

Rules Interpretation:

- If call is on a Holiday, route to voicemail on the Auto Attendant

- If call is during Business Hours, route to 1001 (our admin)

- Otherwise, route to Auto Attendant

NOTE: Rules mean Business Hours Menu not used and Holidays Menu only used during After Hours!


Auto Attendants – Time Zone

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Click Edit next

to Settings

Choose Time

Zone for

schedules

Feature “Best Practices”


Best Practices

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• Default rule routes to service – rules that route to 7777, etc. are generally unnecessary – Define Exceptions!

Don’t create unnecessary rules

• If not, After Hours rule on a Holiday may hit first and follow the After Hour rule

Holiday Rules should come first

• Create multiple schedules, then a rule for each

Don’t cram a bunch of events on one schedule

• Set correct time zone on each service you add rules to

Check your time zone!


Q&A

51

Technology

Advanced Call Routing Capabilities