What is Call Routing?
Call routing refers to the technology that enables the routing of calls, or the “directing” of a call from one point to another, or one person to another. Generally, call routing may refer to the routing of a call from one point to another via a telephone network, which is what happens when you place a call from any phone. For example, if you live in California and you call your sister in Ohio from your home phone, your telephone service provider will use highly intelligent technology will select a specific route for your call to travel, based on various factors such as time of day, congestion, and cost. In regards to IVR solutions, call routing may also refer to the technology that enables businesses to route calls to different endpoints based on specific preferences, such as staff availability, time of day, and overall call volume.
If you have several offices across the country then you may wish your 0845 number calls to be automatically routed to the one nearest the caller. You simply tell us which numbers apply to each geographical area and we will do the rest. Calls will then be routed to the relevant office based on the caller’s STD code. Calls from mobiles or numbers witheld / unavailable will be routed to your specified office.
Module 4: Monitoring and Maintaining Office Communications Server 2007 Office Communications Server 2007 supports both inbound and outbound calls between internal telephony users and external PSTN users, and between internal PBX users and internal Office Communicator telephony users. Understanding the protocols used and the call flow can assist in troubleshooting and improving routing within the telephony solution. This module describes the protocols used, and the call flow between internal telephony users in an Office Communications Server 2007 enterprise telephony solution. In addition this module describes the tools available for monitoring the call flow.
