Provide a meaningful description for the route plan.

For social media channels, the route type must be 'Custom Service' and the target service must use a FLOW script that routes to a queue treatment. The FLOW script can then be used to determine the importance of an incoming communication based on, for example, how many followers the originating account has or on whether the communication involves a very good or very poor review. Messages that require a response can then be routed to a queue that presents them automatically to the next available agent for attention, while messages of lower priority can be routed to a queue where they wait for an agent to select (cherry pick) and process them manually.

Onward Route 

Routes voice calls to a telephone number. Enter a number in the Outbound Number field and edit the ringing timeout if desired.

Click  to enter further numbers. In a sequence, a number is tried if the previous number does not connect within the configured timeout. The options that apply specifically to this route type are:

Media List: The custom media list containing the audio prompts.

Whisper Prompt: Select the check box and then the audio to play to the called user.

Hold Prompt: Select the check box and then the audio to play to the caller as they connect (replaces the ringing tone).

Call Failure Prompt: Select the check box and then the audio to play to the caller on connection failure. If voicemail is not activated, the call drops following the audio.

Recording: Select this to activate call recording for calls using this route plan.

Voicemail: Select this to divert the caller to a voicemail deposit service once all onward route destinations have been tried without success. You will need to select a preconfigured voicemail profile of mailbox settings.

Queueing: Select this to place callers on hold until one of your defined onward route destinations becomes available. Callers will hear the hold prompt. Define the queuing time if desired.

Withhold CLI: Select this to withhold the caller's CLI. If set, a default CLI set by Content Guru is displayed to the user.

SIP Trunk 

Routes voice calls to a SIP trunk. Depending on your implementation, each name could refer to a connection to a particular site, a specific PBX, or a data centre. The SIP trunks must be configured by your supplier.

Select the SIP trunk and configure the following options:

Pass through access number as outbound number: Select this if the destination PBX or gateway is configured to recognise the access number. Otherwise, leave the check box and enter the appropriate number in the Outbound Number field.

Ringing Timeout: The number of seconds for which to try calling on the SIP trunk.

Media List: The media list containing the audio whisper prompt.

Whisper Prompt: Select the check box and then the audio to play to the called party.

Recording: Select this to activate call recording for calls using this route plan.

Voicemail: Select this to divert the caller to a voicemail deposit service once all SIP Trunk destinations have been tried without success. You will need to select a preconfigured voicemail profile of mailbox settings.

Custom Service    

Routes communications using a predefined Auto Attendant IVR service or a FLOW script. Select the target service.

storm UC    

Route communications to a predefined UC element, which can be a treatment (such as a hunt group or a queue), a user, or the UC voicemail retrieval system.

Select the target treatment or user if routing to those. For voicemail, callers can access UC mailboxes configured at user, treatment, and organisation level by entering a valid extension and PIN.

Voicemail 

Route voice calls to voicemail for depositing or retrieving a message. You must select a preconfigured voicemail profile of mailbox settings.

Play Prompt 

Plays an audio prompt to the caller. Select the desired audio file from a media list. Once the prompt has played, the call terminates

Percentage Split 

Route voice calls to two or more destinations or services, based on a percentage weighting.

Select a preconfigured percentage split profile (this defines the weighting).

Where applicable, select the check box to reject communications in which the originating number, account or email address has been withheld.

Clear the check box if you do not want the route plan to be saved for assignment to other access numbers.

Provide a meaningful description for the access point. For example, 'Main IVR number'.

Applies to an access point of type telephone number, SMS short code or long code, and email address

Select an origination group (if configured) to route incoming communication from only those numbers or addresses in the group.