Use the Call Connect Router to set a single number or a set of numbers to route the incoming call to. You can use this applet to route a call in several ways:
- To a third-party interactive voice response (IVR)
- To a third-party Automatic Call Distributor (ACD)
- To a third-party hunt group
- In a follow me application
You can configure up to 30 numbers to route the incoming call to. You can also provide an instant messaging (IM) address to deliver a screen pop to the agent.
Delivery Numbers
| Field | Options | Description |
|---|---|---|
| Select Distribution Type | Sequential Routing starting at 1st number | The type of routing used. Select Sequential Routing to route the call to the first number (NO:1), then the second number if the first phone is not answered, then the third number if the second is not answered, and so on. Select Rotary Routing to route the call to the number in the list (n), then the number after that (n+1) if phone number n is not answered, then the number after that (n+2) if n+1 is not answered, and so on. |
| NO:n | Number | The phone number to route the call to. Provide up to 30 phone numbers to route the call to. |
| IM:n | Text | Feature not currently available. |
| Client:n | List of available IM clients | Feature not currently available. |
Delivery Settings
| Field | Options | Description |
|---|---|---|
| No Answer Timeout (seconds) | Number | The time, in seconds, after which the applet diverts the call to the next number. The default is 15 seconds. |
| Try Agents more than once | No or Yes | Determines whether to keep trying all the numbers if the call does not connect after trying each of the numbers once. Select No to try all the numbers once and then route the call to the applet selected in the Applet to run if we do not connect field. Select Yes to cycle through the numbers until the call is connected, or until the Group timeout is exceeded. |
| Group timeout (seconds) | Number | If Try Agents more than once is Yes, the applet continues to try to connect the call for the time period set in this parameter. If the applet cannot connect the call within the time period, the call is routed to the applet selected in the Applet to run if we do not connect field. The default timeout is 30 seconds. |
| Applet to run when dialed number complete | List of available applets | The applet that the call is routed to when the connected call is completed. |
| Applet to run if we do not connect | List of available applets | The applet that the call is routed to if the call is not connected, either after the agents' numbers are all tried once, or the Group timeout period is exceeded. |
| Send Instant Message to Called Agent or All Agents | Called Agent or All Agents | Feature not currently available. |
CCR Audio Options
| Field | Options | Description |
|---|---|---|
| On Hold Audio File | Audio (.wav) file | The audio file that contains the announcement that is played when the call is on hold. Click Choose File to launch an Open dialog box. Select the audio file you want to use for the announcement. |
| Ringing Audio File | Audio (.wav) file | The audio file that contains the ringing tone that is played when the applet is trying to connect to an agent. You can use a ringing tone that is appropriate for the caller's locale, for example. Click Choose File to launch an Open dialog box. Select the audio file you want to use for the ringing tone. |
| Whisper Audio File | Audio (.wav) file | The audio file that contains the whisper that is played when the applet first connects the call to the agent. A whisper is a short message that you can use to inform agents about the call. For example, if agents are handling calls from multiple companies, the whisper can inform the agents which company the call relates to. This whisper overrides any previously set whispers using the Set Whisper applet. Click Choose File to launch an Open dialog box. Select the audio file you want to use for the whisper. |
| Whisper Option | Off, Agent Only, or Both Agent and Caller | Determines whether to play the whisper or not, and who to. Select Off to play no whisper. |
