Information Technology Reference
In-Depth Information
Figure 13-3 illustrates the call routing actions and rule criteria within CUC.
Rule Condition
Call Action
Calling Number
Call Handler
Called Number
Conversation
Forwarded Station
User With Mailbox
Phone System
Port
Schedule
Figure 13-3
Call Routing Actions and Rule Criteria
Direct Routing Rules
For calls placed directly to CUC, the following two default rules apply:
Attempt Sign-In:
If the calling number is recognized as the primary DN associated
with a voicemail box, the call is sent to the Attempt Sign-In Conversation, and the
caller is prompted to enter his PIN to log in to his voicemail box.
■
Opening Greeting:
If the calling number is not associated with a voicemail box on
the CUC server, the call is sent to the Opening Greeting.
■
Additional rules can be defined administratively (for example, routing calls to the busi-
ness' customer help number to a specific call handler); the rules are processed top-down
for each call, so the order of the rules is critical to their behavior.
Forwarded Routing Rules
For calls that are forwarded to CUC (typically because the user was on the phone or did
not answer their phone), the following two default rules apply:
Attempt Forward:
If the forwarding station is associated with a voicemail box on
the CUC system, the forwarding phone user's personal greeting is played.
■
Opening Greeting:
If the forwarding station is not associated with a voicemail box
on the CUC system, the Opening Greeting is played.
■
Call Routing Rule Filters
When defining custom call routing rules (whether for Direct or Forwarded calls), the fol-
lowing filters can be applied (singly or combined within a single rule):
Calling number
■
Called number
■
