Vodavi Infostar Vx2 System Administrators Manual

							Custom Call Routing 
8.8 EXAMPLE 1 
Let’s take the example that was described on the first two pages of this section, fill in the details and 
then program it into the system. This is the diagram from page 8.2. 
“Thank you for calling ABC Company. If you would like to place an order, press one. If you wish 
to ask a question about an order already placed, press two. If you wish to leave your name and 
address to receive a catalog, please press three. If you wish to speak with an operator, please 
press zero or stay on the line.” 
New Orders 
1 
0 
2 Order Entry 
Order Inquiry 2 
cl db 
A Customer Service 
Catalog 3  0 Type 201 Mailbox 
Listen & Reply 
Operator 0 
cl 2 Operator - 
The telephone system used in this example has 4-digit extension numbers, three digit hunt groups, 
and 4-digit ACD (Automated Call Distribution) groups. Calls are transferred to the Order Entry de- 
partment by dialing the hunt group pilot number 401. The Customer Service department is in an ACD 
group. Calls are transferred to this ACD group by dialing 4701. The extension number for the opera- 
tor is 3001. Mailbox 2001 is to be used for Catalog requests. Mailbox 2002 is to be used for the after 
hours announcement. Incoming calls on selected outside lines are routed directly to the system (to 
CCR). Let’s also add a selection to reach a Customer Service Supervisor who is at extension 3303. 
The system is to be programmed to answer calls on all ports using the CCR menu described above 
during the company’s business hours, Monday through Friday, 8:00 AM to 4:30 PM. After hours, 
and on weekends, calls are to be routed to a general announcement containing the company’s busi- 
ness hours and other general information. The voice mail function of the system is to be retained. 
Mailbox numbers 2011 and 2012 are selected for the B and a functions. 
Using this information, the diagram is now changed to: 
“Thank you for calling ABC Company. If you would like to place an order, press one. If you wish 
to ask a question about an order already placed, press two. If you wish to leave your name and 
address to receive a catalog, please press three. To reach a suoervisor. olease Dress four. If 
you wish to speak with an operator, please press zero or stay on the line.” 
Order Inquiry 2 
cl - 2 Ordstry - hunt group 401 
A Customer Service - ACD group 4701 
Catalog a Type 201 Mailbox 
Listen & Reply - Mailbox 2001 
Supervisor 4 
cl 
E Supervisor- extension 3303 
Operator 0 
0 2 Operator - ext. 3001 
Non-subscriber * 
voice mail cl Type 12 Mailbox - Mailbox 2012 
subscriber # 
voice mail a-E-11 
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							Custom Call Routing 
8.8.1 CREATE THE MAILBOXES 
Aside from subscriber mailboxes, the following special purpose mailboxes must be created. Use the 
Mailbox Set-up screen to create: 
o Mailbox number 2001 with a type of 201. This is the listen and reply bulletin board mailbox. 
l Mailbox number 2002 with a type of 200. This is the listen only bulletin board mailbox. 
0 Mailbox number 2011 with a type of 11. This is to route callers to the starting point for subscrib- 
er voice mail. 
0 Mailbox number 2012 with a type of 12. This is to route callers to the starting point for non- 
subscriber voice mail. 
8.8.2 CREATE THE CCR MAILBOXES 
This example requires a single CCR Mailbox to be created. If the system is off line system, from the 
Main Menu press the Fl key, then press 4. If the system is on line system, press F8, then I.The CCR 
MaiZbox 
screen appears. See Figure 8-2. If there is an existing CCR Mailbox, it is displayed. Press 
F3, and then Y to clear the screen. If there are no existing records, the screen is blank. 
1. Enter 
EXC for the company. The cursor moves to CCR. 
2. Enter 1 for CCR, and press the RETURN key. The cursor moves to Msg #. 
3. Enter 
1 for the message number. The system should display the message, “Information not found, 
press +-J to continue.” 
4. Press the RETURN key. 
5. Enter 23456 (Monday-Friday) for the days this CCR Mailbox/message # is to be active. 
6. Enter OS:00 for the start time and 16:30 for the stop time this CCR Mailbox/message #is to be active in 
24-hour clock format. 
7. Enter 
M 0002002 for the destination to route calls when this record is not active. This is the listen only 
mailbox for the after hours announcement. 
8. Use the RETURN key to move the cursor to Msg Must Be Heard. 
9. Enter an N. The cursor moves to Get Input. 
10. Enter E 0000401 for digit 1. This routes calls to the telephone system number 401 (a hunt group). 
11. Enter 
E 0004701 for digit 2. This routes calls to the telephone system number 470 1 (an ACD group). 
12. Enter 
M 0002001 for digit 3. This routes calls to mailbox 2001 (the listen & reply mailbox). 
13. Enter 
E 0003303 for digit 4. This routes calls to the telephone system number 3303 (an extension). 
14. Enter 
M 0002012 for digit * . This routes calls to mailbox 20 12 (non-subscriber voice mail). 
15. Enter 
E 0003001 for digit 0. This routes calls to the telephone system number 3001 (an extension). 
16. Enter 
M 0002011 for digit #. This routes calls to mailbox 20 11 (subscriber voice mail). 
17. Enter 2 for 
Max Wrong Key Errors. 
18. Enter 1 for Max Time Out Errors. 
19.- Leave both Max Errors and Max Time Out blank. The calls are routed to the telephone system opera- 
tor. 
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							Custom Call Routing 
20. Press the F5 key to save the information, The system prompts for confirmation. Press Y to save, or N 
to return to the screen and change something. 
, 
[CCR MAILBOX SCREEN] 
CCR[OOOOOOl] MSG#[l] 
MSG MUST BE HEARD (Y/N) 
tN1 OPEN [-234531 [08:00 - 16:30] FROM/TO 
OTHER TIMES GOT0 [ld][OOO2002][-] *... V& 
111 [El [00’304011[-1 121 [El [00047011 l-1 
[31 [Ml [000~00~1 L-1 
[41 [El [00033031[-1 [51 f-1 I- I I-1 161 I-1 [- 1 L-1 
1 [7lLl[- IL1 1 [3lLl[- 1 Ll 1 [gl I-1 I- I I-1 1 
[*I [Ml [0002Ol21 t-1 [Ol [El [00030011 I-1 [#I [Ml [00020111 r-1 
[C] GOT0 NEXT CCR BOX [D] DIAL EXT. SCREENED 
[M] GOT0 MAILBOX [E] DIAL EXT. NOT SCREENED 
ERRORS 
MAX WRONG KEY ERRORS...[2] MAX TIME OUT ERRORS......[l] 
MAX ERRORS [-I[ 
-1 t-1 MAX TIME OUT [-I[ 
-1 t-1 
= [F~IcLEAR [F~]SAVE [FB]DEL [F~]SCROLL [FB]FIND [F~]PREv [FIO]NEXT [ESC]QUIT = 
Figure 8-3 Example CCR Mailbox Screen 
8.8.3 RECORD GREETINGS FOR THE BULLETIN BOARD MAILBOXES 
Mailbox 2001 is the bulletin board mailbox to be used by customers requesting catalogs. Mailbox 
2002 is the bulletin board mailbox to be used as the after hours greeting. 
NOTE: The system must be on line to record the greetings. 
To record bulletin board greetings for a mailbox, call the mailbox as a subscriber, enter the mailbox’s 
access code, and follow the prompts to record a greeting. 
Record a greeting similar to the following for mailbox 2001, 
“To receive an ABC Company catalog, 
at the tone, please leave your full name, mailing address, city, state, and zip code. A catalog will be 
mailed to you.” 
Record a greeting similar to the following for mailbox 2002, 
“Thank you for calling ABC Company. 
Our business hours are 8:00 AM to 4:30 PM Monday through Friday.” 
8.8.4 RECORD THE CCR MENU 
If you have been programming the system off line, perform the first 3 steps. If the system is already 
on line begin with step 4. 
1. From the Main Menu press the F3 key, then press 
1. The Run Dialogue screen appears. 
2. Press the FS key, and then press Y to confirm. 
3. Press the RETURN key to put the system on line. 
4. Press the F8 key. The On Line Programming screen appears. 
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							Custom Call Routing 
5. Press the 
I key. The CCR Mailbox screen appears. 
6. Select CCR Mailbox 
1 and message number 1. The F9 and FlO keys can be used to scroll through the 
CCR Mailboxes. 
7. Call the system from a nearby touch tone telephone. 
8. When the system answers, press @. 
9. Enter the system administrator’s mailbox number and access code. 
10. Press 
q for greetings and m for record. The system is ready to record the greeting for the CCR 
Mailbox and message number displayed on the monitor. 
11. Record a greeting similar to the following, then press 
q . 
“Thank you for calling ABC Company. If you would like to place an order, press one. If you wish to 
ask a question about an order already placed, press two. If you wish to leave your name and address to 
receive a catalog, please press three. To reach a supervisor, please press four. If you wish to speak with 
an operator, please press zero or stay on the line.” 
8.8.5 PROGRAM RUN DIALOGUE SCREEN 
Program the Run Dialogue with the starting point for this example: 
1. 
2. 
3. 
4. 
5. 
Take the system off line (press F4, F7, and then ESCAPE). The system prompts “START SHUT- 
DOWN PROCESS (Y/N)?” 
Press the Y key. The system displays the Run Dialogue screen. 
Using the 
RETURN key to move the cursor, enter T CCRBX 0001 to route calls to CCR Mailbox 1 
message 1. The 
Fl key may be used to clear a field. 
Enter the new starting point for each of the system ports. 
When all the ports have been programmed, save the information by pressing F5 and then Y. Press the 
RETURN key, to place the system on line. 
[T][CCRBX oool] 
-HD:~- 01 [WAITING ] 
LEFT - 
i-1 [ 
05 [ - -i 
I /I 
L-1 [ - 
09 t -3 /I [-I[- - 
10 t ! II f-1 [ 
11 t -3 II 
L-1 [ 
12 1 --; 
I 
I-1 [- - I I I I-1 [- - ll[_1[lI 13 [ 111 14 t 111 15 [ 111 16 i I 1 
I I i-1 [- - 1 I I L-1 [- - I I I l-1 [- - 1 17 [ 111 
18 [ 111 I I L-1 [- - 1 I 19 [ 111 20 1 1 J 
6 
I I L-1 [- ~ 
1 1 I r-1 [L-- - 
I I 1 
I II L-1 [- - 1 I I f-1 [- - dh;]Iii-t--j 1125 [pp]1(23 i ~ ~~ ]I124 [ 1 I ]I 
InfoStar Vx2 $$#I 
I 02/04/91 12:29 
Figure 8-4 Example CCR Mailbox Screen 
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							Custom Call Routing 
8.9 EXAMPLE 2 
This example shows a CCR plan using hunt groups, extension numbers, bulletin board mailboxes, and 
other CCR menus as destinations. The telephone system administrator at a large car dealership wishes 
to design a Custom Call Routing plan. He wishes to route calls for new car sales, used car sales, parts 
department, and service department. The sales force in new car sales is divided by make of car (re- 
member, this is only an example). The dealership sells three makes of cars: Chrysler, Ford, and GM 
(this is only an example). Calls for the parts department can be divided into pricing and availability 
calls, and calls checking on orders. All calls to the service department go to one extension. The sys- 
tem administrator also wishes to record directions on how to reach the dealership. 
The CCR plan is to be in effect during business hours only. At other times, the callers are to be di- 
rected to a mailbox and requested to leave a message. 
A general diagram would begin like the following: 
New Car 1 Sales O--l New Cars sales menu 
Used Car 2 
Sales cl 
i- Used Car Sales hunt group 
uu 
Service m + 2 Service extension 
I Operator q + ff Operator 
8.9.1 DESIGNING THE PLAN 
The telephone system used in this example has 4-digit extension numbers 3001-3199, and three digit 
hunt groups. Calls are transferred to the New Car Sales department by dialing the hunt group pilot 
number: 
Chrysler 402 
Ford 403 
GM 404. 
The Used Car Sales department is hunt group 401. The parts department pricing extension is 3140. 
The extension to check on an order is 3145. The service, department extension is 3 155. The exten- 
sion number for the operator is 3001. Mailbox 2001 is to be used for travel directions. Mailbox 2002 
is to be used for the after hours announcement. Incoming calls on selected outside lines are routed 
directly to the system (to CCR). 
The system is to be programmed to answer calls on all ports using the CCR menu described above 
during the company’s business hours, Monday to Friday 7:00 AM to 10:00 PM and Saturday 
8:00 AM to 7:00 PM. After hours, and on Sundays, calls are to be routed to a general announce- 
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							Custom Call Routing 
ment containing the company’s business hours and other general information. The voice mail function 
of the system is to be retained. Mailbox numbers 2011 and 2012 are selected for the 
q and q func- 
tions. , 
Using this information, the diagram is now changed to: 
New Car 1 
Sales 0 
t - New Cars sales menu 1 
CCR 1 Msg# 3 
Chrysler cl 1 
Ford cl 2 
GM a hunt 
group 402 
d&d 
mm hunt group 403 
cg-igj-g 
hunt group 404 
-- 
Used Car Sales hunt group - 401 
(reserved) n 
Parts 
4 cl 
Y -4 ff extension 3140 
coh,“d”,l B -+- ff extension 3145 
Service 0-f 2 Service extension 3155 
Directions at-1 $ii~~~~,~ailbox I- Mailbox 2001 
Operator 0 0 
% Operator extension 3001 
Non-subscriber 
voice mail Type 12 Mailbox - Mailbox 2012 
suy;trib;; of Type 11 Mailbox 1 Mailbox 2011 
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							Custom Call Routing 
8.92 WHY HAVE TWO MAIN MENUS DOING THE SAME THING? 
ABC Cars has two different working hour schedules: one for weekdays, and one for Saturday. Using 
the 
Open and Other’Times Goto fields on the CCR Mailbox screen this schedule shift can be pro- 
grammed into the system. The first CCR menu will be open (active) Monday to Friday 7:00 AM to 
1O:OO PM. When the first menu is not active (other times go to), a call will be routed to the next 
CCR menu. The second CCR menu will be open on Saturday 8:00 AM to 7:00 PM. The same greet- 
ing and choices will be used for the second menu as the first menu. When the second menu is not 
active (other times go to), a call will be routed to 
the after hours mailbox. 
8.9.3 GREETINGS 
Appropriate greetings must be designed for each of the menus to inform callers about how to reach 
the destination they desire. Start with CCR 1 Msg# 1. This is the starting point for the task 
T CCRBX 0001 on the Run Dialogue screen. Something similar to the following may be used. 
Main Greeting (CCR 1, Msg# 1 and CCR 1, Msg# 2) : 
“Welcome to ABC Cars. If you wish new car sales, press one. For used car sales, press 
two. For parts department, press four. For service, press five. For directions to ABC Cars, 
press six. To reach an operator, press zero. If you are using a rotary telephone, please stay 
on the line and someone will assist you.” 
New Car Sales Greeting (CCR 1, Msg# 3) : 
“New Car Sales. For information on Chrysler cars, press one. For Ford cars, press two. 
For GM cars, press three.” 
Parts Greeting (CCR 1, Msg# 4): 
“Parts Department. For information on the price of a part or availability, press one. To 
check on an order previously, placed press two.” 
8.9.4 PLAN SUMMARY 
‘NOW that the plan has designed, the following is an outline of the steps needed to make the system 
carry out this plan. 
l Create the special mailboxes needed: 2001, 2002, 2011, and 2012. 
0 Program the CCR menus: CCR 1 Msg# 1, CCR 1 Msg# 2, CCR 1 Msg# 3, and CCR 1 Msg# 4. 
o Record mailbox greetings for the 
directions (2001) and after hours (2002) mailboxes. 
0 Record the greetings for the CCR menus. 
o Program the 
Run Dialogue screen to use CCR. 
8.9.5 CREATE THE MAILBOXES 
Aside from subscriber mailboxes, the following special purpose mailboxes must be created. Use the 
Mailbox Set-up screen to create: 
@ Mailbox number 2001 with a type of 200. This is the listen only bulletin board mailbox. 
0 Mailbox number 2002 with a type of 200. This is the listen only bulletin board mailbox. 
0 Mailbox number 2011 with a type of 11. This is to route callers to the starting point for subscrib- 
er voice mail. 
l Mailbox number 2012 with a type of 12. This is to route callers to the starting point for non- 
subscriber voice mail. 
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							Custom Call Routing 
8.9.6 PROGRAMMING THE CCR MAILBOX SCREEN 
MAIN GREETING/MENU 
This example requires several CCR Mailboxes to be created. First, create the main CCR menu. If the 
system is off line system, from the Main Menu press the 
Fl key, then press 4. If the system is on line 
system, press 
F8, then I.The CCR Mailbox screen appears. See Figure 8-2. If there is an existing 
CCR Mailbox, it is displayed. Press F3, and then Y to clear the screen. If there are no existing re- 
cords, the screen is blank. 
1. Enter 
EXC for the company, The cursor moves to CCR. 
2. Enter the number of the record to be programmed (in this case it is 1)) and press the 
RETURN key. 
The cursor moves to Msg #. 
3. Enter the number of the message (menu/greeting) to be programmed (in this case it is 1). The system 
should display the message, “Information not found, press 
+ to continue.” Press the RETURN 
key. 
4. Using the 
RETURN key to move around the screen, enter the information shown in Figure 8-5. 
5. When all desired fields are complete, press the FS key to save. The system prompts for confirmation. 
Press Y to save the information, and N to return to the screen and change something. We will record 
the message for this menu later. 
6. To start a new record, press the F3 key, and answer Y. 
[CCR MAILBOX SCREEN] 
CCR[OOOOOOl] YSG#[l] 
MSG MUST BE HEARD (Y/N) 
[Nl OPEN [23456-l [07:00 - 22:00] FROM/TO 
OTHER TIMES COT0 [C][OOOOOOl][2] 
[1][c][0000001][3] 
[21 [El [4o1 -1 Ll 131 L-1 1 -1 L-1 
[4][c][ooooool][4] [~1[~1[3I55~1[~1 [81 [Ml [000~00~1 L-1 
[71[-I[ -1 Ll [El L-1 [- It-1 [Ql[-l[ -1 Ll 
[*I [Ml Iooo2ol21 t-3 
tOI [El [3001-l i-1 [#I t~l[OOO20~~1 I-1 
[C] GOT0 NEXT CCR BOX [D] DIAL EXT. SCREENED 
[M] COT0 MAILBOX [E] DIAL EXT. NOT SCREENED 
ERRORS 
MAX WRONG KEY ERRORS...[O] 
MAX TIME OUT ERRORS.... 
MAX ERRORS [-I[ 
-1 i-1 MAX TIME OUT [-I[ 
E [F~IcLEAR [F~]SAVE [FB]DEL [F7]scRoLL [FB]FIND [FQ]PREV [FIOINEXT [ESC]QUIT = 
Figure 8-5 CCR Mailbox For Weekday Main Greeting 
What this screen tells the system to do is: 
If a call is answered during Monday to Friday 07:OO AM to 10:00 PM, play the record 1 message 1 
greeting and wait for the caller to dial something. If the call is after hours, route the call to the next 
CCR menu (CCR 1 Msg# 2). 
If the caller presses a 1, route the call to CCR record 1 message 3. Each message is another menu. 
If the caller presses a 2, route the call to 401 in the telephone system (the hunt group for Used Cars) 
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							Custom Call Routing 
If the caller presses a 4, route the call to CCR record 1 message 4. Each message is another menu. 
If the caller presses a, 5, route the call to telephone system extension 3 155. 
If the caller presses a 6, route the call to mailbox 2001 (listen only bulletin board containing travel 
directions). 
If the caller presses a 0, route the call to telephone system extension 3001 which is the system opera- 
tor. 
If the caller presses a *, route the call to the entry point for non-subscriber voice mail 
If the caller presses a #, route the call to the entry point for subscriber voice mail. 
SATURDAY GREETING/MENU 
Next we program the CCR menu for use on Saturdays. The only difference on this menu is that when 
this CCR menu is not active, calls are routed to the after hours mailbox - 2002. 
1. Enter EXC for the company. The cursor moves to CCR. 
2. Enter the number of the record to be programmed (in this case it is 1) , and press the 
RETURN key. 
The cursor moves to Msg #. 
3. Enter the number of the message (menu/greeting) to be programmed (in this case it is 2). The system 
should display the message, “Information not found, press 4 to continue.” Press the 
RETURN 
key. 
4. Using the 
RETURN key to move around the screen, enter the information shown in Figure 8-6. 
5. When all desired fields are complete, press the 
F5 key to save. The system prompts for confirmation. 
Press Y to save the information, and N to return to the screen and change something. We will record 
the message for this menu later. 
6. To start a new record, press the F3 key, and answer Y. 
[CCR MAILBOX SCREEN] 
[1][c][0000001][3] 
[21[El[401- 
1 L-1 [31[-1[- 1 L-1 
[4][c][0000001][4] 
[51 [El [3155-l L-1 181 [Ml [000~00~1 L-1 
[71 f-1 [ -1 I-1 181 I-1 [- 1 r-1 101 i-1 I- I I-1 
[*I [Ml tooo~o~~l t-3 
tOliE [3ooI~lt-l t~lt~ltooo2oIIlt-1 
[C] GOT0 NEXT CCR BOX [D] DIAL EXT. SCREENED 
[Y] GOT0 MAILBOX [E] DIAL EXT. NOT SCREENED 
ERRORS 
MAX WRONG KEY ERRORS...[P] MAX TIME OUT ERRORS.... 
MAX ERRORS [-I[ 
-I[-1 MAX TIME OUT [-I[ 
q [FS]CLEAR [F~]SAVE [FB]DEL [~7]scRo~~ [FB]FIND [FQ]PREV [FIOINEXT [ESC]QUIT : 
Figure 8-6 CCR Mailbox For Saturday Main Greeting 
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							Custom Call Routing 
NEW CAR SALES 
Now we have to program a CCR record for New Car Sales. 
1. Enter EXC for the company. The cursor moves to 
CCR. 
2. Enter the number of the record to be programmed (in this case 1). and press the RETURN key. The 
cursor moves to Msg #. 
3. Enter the number of the message (menu/greeting) to be programmed (in this case 3). The system 
should display the message, “Information not found, press I to continue.” Press the RETURN 
key. 
4. Using the RETURN key to move around the screen, enter the information shown in Figure 8-7. 
5. When all desired fields are complete, press the F5 key to save. The system prompts for confirmation. 
Press Y to save the information, and N to return to the screen and change something. We will record 
the message for this menu later. 
6. To start a new record, press the F3 key, and answer Y. 
[CCR MAILBOX SCREEN] 
ccs[0000001] YSC#[3] 
MSG MUST BE HEARD (Y/N) 
[Nl OPEN [ 
-1 t -:- - : ] FROM/TO 
OTHER TIMES GOT0 [-I[ 
1 L-1 
I [11[~1[4G2- _  Ii 1 1 [21[El[403- 1 t-1 1 [31[El[404 -1 I-1 I 
I [41[-I[ -1 Ll 1 [51 Ll I- IL1 1 [elLl[ -1 I-1 1 I I 
[711-I[ -I[-] 1 [81[-1[- I[-1 I IQlLl[ -1 t-1 I I 
[*I[-I[- I l-1 1 [Ol [El [3001-l t-1 1 [#I i-1 [ -1 L-1 
[C] COT0 NEXT CCR BOX [D] DIAL EXT. SCREENED 
[M] GOT0 MAILBOX 
[E] DIAL EXT. NOT SCREENED 
ERRORS 
MAX WRONG KEY ERRORS...[2] MAX TIME OUT ERRORS.... 
MAX ERRORS [-I[ 
-IL1 MAX TIME OUT [-I[ 
=[F3]cLEAR [FB]SAVE [FG]DEL [F~]~cR~LL [F8]iwm [Fs]PREv [FIO]NEXT [ESC]QUIT : 
Figure 8-7 CCR Mailbox For New Car Sales Greeting/Menu 
What this screen tells the system to do is: 
If the caller presses a 1, route the call to 402 (hunt group) in the telephone system. 
If the caller presses a 2, route the call to 403 (hunt group) in the telephone system. 
If the caller presses a 3, route the call to 404 (hunt group) in the telephone system. 
If the caller presses a 0, route the call to telephone system extension 3001 which is the system opera- 
tor. 
8.22 
INFOSTARIVX2 
System Administrator’s Manual 
revised 7191