confidential information a50 plus advanced configuration incoming call routing

Confidential Information

A50 Plus Advanced Configuration

Incoming Call Routing

Sep 23, 2010Incoming Call Routing


InternetPSTN

Router

LAN SwitchA50 Plus

Administrator

Physical Connection

IP Phone 310

IP Phone 310



Incoming Call Routing

• Customer can specify incoming call routing to auto attendant, operator or any user/group (Routing to groups is found in Group Settings Menu) • Day/Night setting allows the routing to different destination in different time

specified

Day Time Night Time

OperatorOperator

Thanks for calling ABC company. It’s after hours now. Please enter the number you wish to call or call back during business hours

Auto AttendantAuto Attendant



Specify Day/Night Schedule

• Navigate to Call Routing Incoming Call Routing Specify Day/Night Schedule• Specify the weekly working day and

time in the Day Time Setting. (The default Day Time is 8AM - 5PM, Mon. – Fri.)• Excluded time or day will be treated

as Night Time• Specify the Holiday to be the

exception in the Day Time specified.



Choose Who Will Answer Calls

• Navigate to Call Routing Incoming Call Routing Choose Who Will Answer Calls• Select the Trunk

Group, and then specify the destination for day time and night time.• In the right example,

the Day Time will be answered by Operator, and Night Time will be answered by Auto Attendant.



Choose Who Will Answer Calls

• Each Trunk Group can be assigned for different rule in answering call.

Trunk Group Day Time Night Time

1 (Regular Trunk)

Operator Auto Attendant

2 (Special Trunk for

certain group)User Group 1 User Group 1

3(800 Toll Free Trunk)

Agent Group 1 Auto Attendant



Record GreetingAssign Admin User

• There are 2 ways to record the day/night greeting, record from IP Phone or pre-record the wav file and then upload to A50 Plus• Only Admin User can record the greeting from IP Phone• To Assign the Admin User, Navigate to Call Routing Others Assign

Admin User.

• Select the user who will serve as System Administrator, and then click OK



Record Greeting From IP Phone

• Dial 509 from Admin User Phone, and then enter the password 9999#.• Press 1 for recording day greeting, and press 2 for recording night greeting. • Select desired greeting by pressing 1 or 2, you will hear “After the tone, record

system day (night) greeting. When done, press the # key”• Speak the greeting by using the handset, and press # to end the recording• Press 3 to save the greeting recorded• Repeat steps to record other (day/night) greeting



Record Greeting Pre-record wav file

• Syspine A50 Plus only accept the .wav file or .mp3 file• In Windows XP system, the recorder is built-in the support .wav file recording.

Navigate to Start All Program Entertainment Recorder• In Windows Vista or 7, the built-in recorder cannot support .wav file recording.

Please use other recording tool. The following are some useful tool for reference.• Free Recording Tool

• http://www.audio-tool.net/arforfree_best_freeware_of_sound_editing_main_features.html

• Test to Speech Tool• http://www2.research.att.com/~ttsweb/tts/demo.php



Auto AttendantConfigure Greeting

• Navigate to Call Routing Incoming Call Routing Configure Auto Attendant• Click Play to play the current greeting, click Configure to customize

(add/edit/remove) the greeting file. (see next page)• There is a Default greeting existed. This greeting cannot be played and

removed, and only can be changed from IP Phone.



Auto AttendantConfigure Greeting

• In the Configure Greeting page, user can Add, Replace, Remove and Play the greeting selected.

• This is a greeting pool that can be used in some other place such as level 2 AA or Agent announcement.• The Default Greeting

cannot be played and changed. To replace the default greeting, please use Admin user IP Phone to record new Default greeting.



Level 2 Auto Attendant

Thanks for calling ABC company. Please dial 1 for sales, dial 2 for Technical

support, or dial 0 for operator.

OperatorOperator

For PC/Laptop problem, Please dial 510. For Networkingdevice problem, please dial 520

Sales GroupSales Group

Support Agent (510) Support Agent (510) Support Agent (520) Support Agent (520)

0 1 2

510 520




• Navigate to Call Routing Incoming Call Routing Configuration Auto Attendant

• Check the Enable level 2 Auto Attendant• Click Add to add the

necessary level 2 AA rules.




Name Digit Received Call be answered

Operator 0 Operator (100)

Sales 1 Sales Group (581)

Technical Support 2 Level 2 AA (Greeting)

• Before assign the call to be answered by group, the group (user or agent) need to be configured. • Please refer to Training

Material --- Group Setting



Q & A

confidential information a50 plus advanced configuration incoming call routing

Documents

routing incoming

routing slide

greeting file

daynight greeting

routing customer

usergroup routing

aa greeting

recording day greeting