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IP Office Basic Edition - Web Manager R11.1

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Incoming Call Routing

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The options for routing incoming calls depend on whether the system is set to PBX or Key mode.

Key Mode

For an incoming external calls on a line, the following options control where the call is presented:

Line Appearance Buttons
The call will alert on any line appearance buttons that matches the line. Each line has a line number which can be assigned to line appearance buttons on users' phones. Users can answer the call by pressing the alerting line appearance button on their phone.

Number of Lines
By default, all analog lines in the system are assigned to line appearance buttons when the system is installed. Lines are assigned for all users starting from button 03 upwards in order of line numbering.

Line Assignment
Through individual user button programming, any programmable button can be configured as a line appearance for a particular line.

Coverage Destination
The Coverage Destination setting of each line can be used to select whether an incoming call on that line is also presented to one of the following options in addition to alerting on any matching line appearances. For PRI and BRI trunks, it is not possible to know on which of the trunk's channels incoming calls will arrive. Therefore in most cases, the coverage destination and other settings of each line on the trunk should be set to the same values.

Coverage Extension
The call alerts on an intercom button of a selected line coverage extension. The user's call coverage, VMS coverage and call forwarding settings are applied to the call. Any extension can be used as the destination including a phantom extension.

Hunt Group
The call is presented, in sequence, to each of the available members of a selected hunt group until answered. Any of the 6 rotary hunt groups can be used as the destination.

Auto Attendant Coverage
Each trunk or trunk channel can be configured to send unanswered calls to an auto attendant after a set delay (which can be set to 0 for immediate answer). This can be set to operate when the system is in day and or night service. This is done using the VMS Schedule, VMS Delay - Day, VMS Delay - Night and VMS Auto Attendant settings of each line.

 

The following methods can be used to override the normal call routing detailed above:

DID Call Mapping
For BRI, ETSI PRI and PRI trunks, if the incoming call matches a configured DID and or ICLID number, the Coverage Destination setting for the DID/ICLID match is used rather than the line's Coverage Destination. DID can also be used on some types of T1 trunk.

SIP Call by Call Table
For SIP trunks, if the incoming call matches a configured URI, it is presented to the extension or group specified in the SIP line's Call by Call Table.

Night Service
Switching on night service overrides the routing of calls to Coverage Destinations. Instead the calls change to alerting the users who are members of the Night Service group. The settings for auto attendant coverage (VMS Schedule) can also be varied depending on whether the system is in night service or not.

 

PBX Mode

In PBX mode, a new group, the Operator Group, is used as a the default destination for call. This group contains the first extension on the system.

For analog trunks trunks, the trunk's Coverage Destination is defaulted to the Operator Group but can be changed if required.

For PRI and BRI trunks all incoming call routing is done by DID Call Mapping. Each DID table has a non-removable default route which is used for any calls that do not match any other specific DID entry. The destination for this default entry is the Operator Group.

SIP trunks are defaulted to call by call operation, again with a default call by call destination of the Operator Group.

 

The following new destinations for incoming calls are available:

Operator Group
This group is the default destination for all incoming calls. The group contains the first extension on the system but can be edited to contain other extensions.

Calling Groups
In Key mode these 4 groups are only used internally. In PBX mode these groups are also available as a destination for trunk calls in the Coverage Destination selections, DID Call Mapping and SIP Call by Call tables. A calling group can also be selected as the destination for an auto-attendant transfer.

 

Night Service Mode

In both modes, when the system is put into night service, all incoming calls except those to specific DID call mapping or SIP call by call destinations, are rerouted to alert the users who are members of the night service group.

 

 

 

 

 

Performance figures, data and operation quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract. The company reserves the right to make alterations or amendments at its own discretion. The publication of information in this document does not imply freedom from patent or any other protective rights of Avaya or others. All trademarks identified by ™, ® or © are registered trademarks or trademarks respectively are the property of their respective owners.

© 2020 AVAYA
Issue 05.a.–
Thursday, July 23, 2020