CallHandler Incoming Call Router Tool
Call Routing Tool
What it is: The Tool is used to create a look up table that is used to apply a set or rules to incoming calls. When an incoming call is detected it is transferred to the relevant functional module, if there is capacity available. If there isn't, the call is queued until there is capacity available.
How it works: When a caller dials the CallHandler system, the last few digits of the number they dialled can be used to determine what service the caller requires.
E.g. this module can be configured to pass call to:
- Interactive Voice Menu, which plays pre-recorded voice, files in response to telephone key presses.
- FAX, Voice Mail, Data Receive, Password Entry or Other modules as required
Example Application: In the Call Flow Diagram shown below, an incoming call is first passed through the Call Router, which uses a look-up table to decide which module to connect the call to. A call could come in and immediately be passed to the Interactive Voice Response Service Module, or direct to any other service module, such as Out of Hours Support or Voicemail modules. The Interactive Voice Response Service Module is capable of having a call transferred to it either directly from the CALL ROUTER or from any other service module. The Interactive Voice Response Service Module decides what to do with this call, based on the XML script. The Interactive Voice Response Script Builder Tool allows the script maintainer to rapidly construct a complex voice menu.
Multiple scripts can be created and run simultaneously so that, for example, each incoming telephone line can have its own independent script.
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Browser-Based Maintenance Centre Controls |
| Live Event Reporting Tool | Incoming Call Routing Tool | ISDN Line Status Tool
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