Call Rerouting 21 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. Identify the call rerouting timers that control rerouting.
MCD for 3300 ICP Basic Installation and Maintenance Course 21-2 Call Rerouting_rev5.doc
Call Rerouting 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 21-3
MCD for 3300 ICP Basic Installation and Maintenance Course This diagram summarizes the options and decisions made when programming call rerouting. 21-4 Call Rerouting_rev5.doc
Call Rerouting 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 2 will reroute directly to 1100. Always Alternative 2 applies to 1003 during Night1 and Night2. 21-5
MCD for 3300 ICP Basic Installation and Maintenance Course Lab 1 Programming Call Rerouting Always Use the planning form to plan your programming. Use three of your lab phones: This Phone Will Be: A calling set A target set An alternate destination set Lab Extension What Devices Should Always Reroute? DID Trunks TIE Trunks CO Trunks Internal Sets When Should They Always Reroute? Day Night1 Night2 Always Originating Device Alternative DID TIE CO Internal 1 2 3 4 Directory Call Rerouting Day Night1 Night2 DND Type 1 st Alternative 2 nd Alternative 21-6 Call Rerouting_rev5.doc
Call Rerouting 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 1 Navigate to the Call Routing > Call Handling > Call Rerouting Always Alternatives form. 2 Select an available Always Alternative and then select Change. It is recommended to leave number one as default, with no rerouting. 3 Select the Originating Device INT Reroute radio button. Enter the DN of the alternate destination set and select Save. The Call Rerouting Always Alternatives form is displayed. The Rerouting Always Alternative change window opens. The data is entered, saved, and displayed in the Call Rerouting Always Alternatives form. 21-7
MCD for 3300 ICP Basic Installation and Maintenance Course Step Task Expected Result 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 just programmed to the Night1 mode only. The rerouting rule is programmed. Step Task Expected Result 7 From the Attendant Console, ensure that the 3300 ICP is in Day mode. Call the target set from the calling 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 target set. The call should ring on the alternate destination set. 9 Remove the programming. The programming is removed. 21-8 Call Rerouting_rev5.doc
Call Rerouting 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. 21-9
MCD for 3300 ICP Basic Installation and Maintenance Course 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 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 and not answering. 21-10 Call Rerouting_rev5.doc
Call Rerouting 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 DID Trunks TIE Trunks CO Trunks Internal Sets Rerouted to 2 nd Alternative X X 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. 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 normal busy tone. 21-11
MCD for 3300 ICP Basic Installation and Maintenance Course 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 Day Night1 Night2 DND Type 1 st Alternative 2 nd Alternative 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. 21-12 Call Rerouting_rev5.doc
Call Rerouting 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: A calling set A target phone A first alternate destination set A second alternate destination set Lab Extension First and Second Alternative Rerouting Planner 1 st Alternative 1 2 3 4 Busy / DND No Answer DID TIE CO INT DID TIE CO INT Directory 2 nd Alternative 1 2 3 4 Busy / DND / No Answer DID TIE CO INT Directory Routed To Call Rerouting Day Night1 Night2 DND Type 1 st Alternative 2 nd Alternative 21-13
MCD for 3300 ICP Basic Installation and Maintenance Course 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: A calling set This Phone Will Be: Lab Extension Any other set A target set 1002 A first alternate destination set 1005 A second alternate destination set 1004 Step Task Expected Result 1 Navigate to the Call Routing > Call Handling > Call Rerouting First Alternatives form. 2 Select First Alternative 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 Call Rerouting First Alternatives form is displayed. The data is entered, saved, and displayed in the Call Rerouting First Alternatives form. 21-14 Call Rerouting_rev5.doc
Call Rerouting Step Task Expected Result 3 Navigate to the Call Routing > Call Handling > Call Rerouting Second Alternatives form. 4 Select the Second Alternative 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 Call Rerouting Second Alternatives form is displayed. The data is entered, saved, and displayed in the Call Rerouting Second Alternatives form. 21-15
MCD for 3300 ICP Basic Installation and Maintenance Course Step Task Expected Result 5 Navigate to the Call Routing > Call Handling > Call Rerouting form. 6 Select your target set, select Change, and program as follows: Enter the First Alternative number programmed previously in the Call Rerouting 1 st Alt field. Enter the Second Alternative number programmed previously in the Call Rerouting 2 nd Alt field. Select Save. The Call Rerouting form is displayed. The data is entered, saved, and displayed in the Call Rerouting form. Step Task Expected Result 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. 12 Remove the DND and reroute programming. DND and reroute programming is removed. 21-16 Call Rerouting_rev5.doc
Call Rerouting 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. 21-17
MCD for 3300 ICP Basic Installation and Maintenance Course 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 target set. ACD licenses required. Programmed in COS of originating trunk. 21-18 Call Rerouting_rev5.doc
Call Rerouting 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. 21-19
MCD for 3300 ICP Basic Installation and Maintenance Course Rerouting Planner Always Originating Device Alternative DID TIE CO Internal 1 2 3 4 Directory 1 st Alternative 1 2 3 4 Busy / DND No Answer DID TIE CO INT DID TIE CO INT Directory 2 nd Alternative 1 2 3 4 Busy / DND / No Answer DID TIE CO INT Directory Routed To Call Rerouting Day Night1 Night2 DND Type 1 st Alternative 2 nd Alternative 21-20 Call Rerouting_rev5.doc
Call Rerouting 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? 21-21
MCD for 3300 ICP Basic Installation and Maintenance Course 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? 21-22 Call Rerouting_rev5.doc