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Confidential Information
A50 Plus Advanced Configuration
Incoming Call Routing
Sep 23, 2010Incoming Call Routing
Confidential Information
InternetPSTN
Router
LAN SwitchA50 Plus
Administrator
Physical Connection
IP Phone 310
IP Phone 310
Sep 23, 2010Incoming Call Routing
Confidential Information
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
Sep 23, 2010Incoming Call Routing
Confidential Information
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.
Sep 23, 2010Incoming Call Routing
Confidential Information
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.
Sep 23, 2010Incoming Call Routing
Confidential Information
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
Sep 23, 2010Incoming Call Routing
Confidential Information
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
Sep 23, 2010Incoming Call Routing
Confidential Information
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
Sep 23, 2010Incoming Call Routing
Confidential Information
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
Sep 23, 2010Incoming Call Routing
Confidential Information
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.
Sep 23, 2010Incoming Call Routing
Confidential Information
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.
Sep 23, 2010Incoming Call Routing
Confidential Information
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
Sep 23, 2010Incoming Call Routing
Confidential Information
Level 2 Auto Attendant
• 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.
Sep 23, 2010Incoming Call Routing
Confidential Information
Level 2 Auto Attendant
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
Sep 23, 2010Incoming Call Routing
Confidential Information
Q & A