See the new Advanced Call Routing capabilities that launched in July 2015. Advanced Call Routing enables your Hosted UC customers to create scheduled customized routing rules for Auto Attendants, Hunt Groups and Call Center queues.

1. July 8, 2015

2. Confidential and Proprietary. Subject to Non-Disclosure Agreement.
Ryan Burns, Director of Training and Development
Responsible for managing the strategic learning
initiatives for both internal employees as channel
partners. Ryan has managed training organizations
at AT&T, ReachLocal, and LexisNexis before
joining ANPI in August.
Gary Wilson, Product Manager
Responsible for Product Management for Hosted
UC. Gary has over 20 years experience in Telecom
working at Intervoice and Convergys in Software
Development and Engineering Management as well as
Product Management, and at Metaswitch and ESI in
Product Management roles.
2

3. Confidential and Proprietary. Subject to Non-Disclosure Agreement.
1. Advanced Call Routing Overview
2. Advanced Call Routing Usage
3. Schedules
4. Rules
a) Hunt Groups
b) Call Center Queues
c) Auto Attendants
5. Feature “Best Practices”
6. Q&A
3

5. Confidential and Proprietary. Subject to Non-Disclosure Agreement.5
Address more complex call routing needs
Automated routing based on schedules
Schedules can be created once and used
anywhere
Call routing rules are created for each
AA, HG or CC queue

6. Confidential and Proprietary. Subject to Non-Disclosure Agreement.6
• Advanced Call Routing starts with Schedules
• New Schedules Tab for creating complex schedules
• Think of all the schedules that run your business
• Business Hours
• After Hours
• Tech Support Hours, etc.
• Create Rules on Auto Attendants, Hunt Groups and Call
Center Queues
• Route to destination based on schedule
• Destination can be other extensions, external numbers, * codes

7. Confidential and Proprietary. Subject to Non-Disclosure Agreement.7
• During Business Hours, route calls to main number to admin or operator
People Company
• During After Hours, route calls to Sales Hunt Group to external number
After Hours Sales
• During After Hours, route calls to Tech Support Call Center Queue to M-W-
F-Sun and T-T-Sat On Call Cell Phone Queues
Multiple On Call Groups
• During Holidays, route calls to main number to Voicemail box with a
Holiday Greeting
Holiday Handling

9. Confidential and Proprietary. Subject to Non-Disclosure Agreement.9
• New Schedules Tab for creating schedules
New Schedules Tab
• Simple as one event, or could contain multiple events – think After
Hours
Events
• Day, Week, Month, Yearly views
Views
• Schedules are Regular or Holiday
Schedule Types

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Schedules Tab

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• New Schedules Widget for creating schedules
• Use Global or Location to “tag” schedules – default Global
• Click New Schedule to begin

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Enter Name
Choose Regular
or Holiday
Click Add Event

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Default View
Name each
“event”
Repeating
options
Full day or
day/time
options

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Name the
event
Choose Mon-
Fri
Choose Time
! Day acts as
start day

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Scroll to 08:00
Schedule Time
Event Name
Click Save

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Click Month
Switch Months
Events – note
start day

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Click Year
Hover to expand
events
All days with an
event highlighted

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• New schedule added to list
• Can Edit or Delete

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After Hours
regular
Click Add
Event

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Name it
Choose Mon-
Fri
Choose Time
! Day acts as
start day

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Name it
Choose Mon-
Fri
Choose Time
! Day acts as
start day

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Name it
Choose Sat
and Sun
Check Full
Day

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Multiple
events
Scroll to 17:00
to see 3rd event
Click Save

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Name event
and choose
Holiday
Click Add
Event

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Name it
Choose Yearly
Full day by
default
Choose “Every”
option and
specific date

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Name it
Choose Yearly
Full day by
default
Choose “On”
option and
specific day of
week

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New Years
Hover over day
to see event
Click Save
Click calendar
to edit event

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• List of Schedules
• Can add many more
• Can Edit or Delete

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Click at start
time and drag
to end time
Double click
on start time
and day

31. Confidential and Proprietary. Subject to Non-Disclosure Agreement.31
• Rules are used to specify what happens to calls arriving at that
service (AA, HG, CC Queue)
Where to apply rules?
• Rule processing happens before call is sent to AA, HG or CC
Queue
When do rules get processed?
• Rule processing occurs in the order you list them, top down
How do rules get processed?

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Time Zone for
when schedule
applies
New rules
section
Default rule to
service
Click New Rule

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Name the Rule Choose a Schedule Forward to destination
Save Cancel

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Name the Rule Choose After Hours Forward to external #
Save

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Shows Rule Name Shows After Hours Shows Destination

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Holiday Rule Name Holiday Schedule Can send to Voicemail
IMPORTANT!:
Rules are processed in order they are listed!

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Enable Rules To Run Notification

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Move rules
up/down
Pause Individual Rules
Edit Delete
Turn Off

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Rules on Call
Routing tab
Rule creation
same as HG

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Rule Names Schedules Forwards – Note route to HG

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Queue Profile
tab
Note Time
Zone!

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• Choose schedules from list instead of creating them
Auto Attendant Schedules Have Changed!!!
Two Uses For Schedules
• Chosen IF call routes to AA
1. Menu Schedule
• Take affect BEFORE menu decision
2. Rule Routing

43. Confidential and Proprietary. Subject to Non-Disclosure Agreement.43
List With Two Auto Attendants – Click Edit to Expand

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New Rules Section
No Schedule Creation?
Standard Default Rule
But What Are These?

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Menu Names Menu Schedule Forward To: Is Fixed
IMPORTANT!:
Menu Schedules ONLY Set What Schedule Uses Which AA Menu

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Menu Names Schedules We Created Forward To: Is Fixed
Remember, After Hours is defined as Not Business Hours and Not
Holidays
If call gets to Auto Attendant during Business Hours, use the Business
Hours Schedule
If call gets to Auto Attendant during After Hours or Holidays, use the
Holidays Menu

47. Confidential and Proprietary. Subject to Non-Disclosure Agreement.47
Rule Names Schedules Forwards – Note to 1001
Rules Interpretation:
- If call is on a Holiday, route to voicemail on the Auto Attendant
- If call is during Business Hours, route to 1001 (our admin)
- Otherwise, route to Auto Attendant
NOTE: Rules mean Business Hours Menu not used and Holidays Menu only used
during After Hours!

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Click Edit next
to Settings
Choose Time
Zone for
schedules

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• Default rule routes to service – rules that route to 7777, etc. are
generally unnecessary – Define Exceptions!
Don’t create unnecessary rules
• If not, After Hours rule on a Holiday may hit first and follow the After
Hour rule
Holiday Rules should come first
• Create multiple schedules, then a rule for each
Don’t cram a bunch of events on one schedule
• Set correct time zone on each service you add rules to
Check your time zone!

51. Confidential and Proprietary. Subject to Non-Disclosure Agreement.51