Call routing

The actions listed in this section will re-route the call either by transferring it, sending it to the greeting and/or SDA in another mailbox, performing an outdial or disconnecting.

The table below provides a brief overview of each action, listing the action, an example, and a brief description. More detailed descriptions are provided in the sections that follow.

If you just type in a mailbox number, when the caller selects that option the system will transfer the call to that mailbox's extension number (if the assigned COS and call routing plan allow transfers).

Example: 510
In this example, selecting this option will transfer the call to the extension for mailbox 510.

If you actually want the call to go directly to voice mail for the specified mailbox, use the Goto action instead.

The Attendant option will transfer the call to the attendant mailbox associated with the tenant to which the current mailbox is assigned..

On a system using default settings, all mailboxes are assigned to the tenant created by the Setup wizard, the name of which will vary by site. The auto attendant mailbox for this default tenant is typically 991 (but may differ depending on configuration). So the call would be transferred to 991. However, since 991 is a system mailbox, which does not permit transfers, the call is actually routed to voice mail for 991 (that is, it goes to the main greeting).

The Blind option will perform a blind transfer to the specified string of valid DTMF digits (up to a maximum of 57 digits), using the Blind Transfer Code defined in the active PBX integration template.

After selecting this option from the list, type a space after the 'd' in 'Blind' and then enter the string of DTMF digits.

Valid digits include: 0-9, a-d, A-D, # and *. If you are not using a SIP-enabled system, you can also use & for a hookflash and , for a brief pause; SIP does not support either hookflash or pause. The maximum number of digits you can enter is 57.

Example: Blind 555
In this example, selecting this option will blind transfer the call to extension 555. The number given is treated as an extension or phone number, not as a mailbox number, so you can use this method to transfer to extensions that do not have a mailbox.

Example: Blind 9,5551212
In this second example, the system will blind transfer to 9,5551212. This, in effect, causes it to dial whatever transfer initialization string is defined for blind transfers in the PBX template, then dial a 9, then pause briefly, then dial 5551212. It is an example of what you might need to enter as the dial string if your PBX requires you to dial 9 for an outside line.

The Dial option will immediately dial whatever DTMF digits follow it.

After selecting this option from the list, type a space after the 'l' in 'Dial' and then enter a string of DTMF digits.

Valid digits include: 0-9, a-d, A-D, # and *. If you are not using a SIP-enabled system, you can also use & for a hookflash and , for a brief pause; SIP does not support either hookflash or pause. The maximum number of digits allowed is 57.

Unlike the Blind action, Dial does not use the PBX transfer strings but dials only the DTMF digits specified.

Example: Dial &9,5551212
In this example, it will dial a hookflash, then a 9, then pause briefly, then dial 5551212, and nothing else.

Example: Dial 55
However, in this second example, it will only dial 55, which the caller will hear. If that is what you want, then all is well, but if you intended to transfer to extension 55, you need to include any transfer initialization codes, like the first example does.

The Direct Message option will prompt the caller to enter a valid mailbox number. If a valid mailbox number is entered, the system will redirect the call to that mailbox in the same fashion as a Goto action: playing the blocking greeting and then invoking the SDA menu for that mailbox.

This option is most often used in the main greetings auto attendant mailbox's SDA menu as a way for callers to leave a message for a user without attempting to transfer to the user's extension (for example, if the caller knows the user is not at the office and just wants to leave him or her a message).

Deprecated. Use Direct Message instead. Supported for backward-compatibility only.

The Goto action will redirect the call to another mailbox, playing its blocking greeting and then invoking its SDA menu. A common use for this is building a tree of audiotext menus using system mailboxes.

After selecting Goto from the list, type a space after the 'o' in 'Goto' and then enter a valid mailbox. Any type of mailbox may be used in this command, as long as it exists.

Example: Goto 511
When the caller selects a key with this option, the call will be redirected to the specified mailbox and its blocking greeting will be played. In the example given, it would play the blocking greeting for mailbox 511 and then invoke the SDA assigned to that mailbox.

The GotoSDA action takes the Goto action one step further: it not only redirects the call to a specified mailbox, but also invokes a specified menu action in that mailbox's assigned SDA menu (without ever playing the greeting). Then, unless it is overridden by a transfer or a Goto action, it will immediately perform the action assigned to No Input for the same SDA menu.

After selecting GotoSDA from the list, type a space following the 'A' in 'GotoSDA' and then enter a valid mailbox number. After the mailbox number, you may type another space and then a valid SDA menu key (0-9, *, #, A-D) or, if you want to invoke the No Input event instead, skip this step and only enter the mailbox number.

Example: GotoSDA 551 3
In this example, the system will invoke the action assigned to the 3 key in the SDA for mailbox 551 and then, if that action was not a Goto or a transfer, it will automatically invoke the action assigned to the No Input event.

Example: GotoSDA 770
In the second example, no SDA key is given so it will immediately invoke the action assigned to the No Input event for the SDA assigned to mailbox 770.

The Operator option will transfer the call to the operator for the tenant to which the current mailbox is assigned.

On systems using the default settings, all mailboxes are assigned to the tenant created by the Setup wizard during initial (the name of which will vary by site). This default tenant is usually assigned mailbox 0, with the extension set as 0, but it administrator may have configured it differently.