Incoming Call Route

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Incoming Call Route | Standard

Incoming call routes are used to match call received with destinations. Routes can be based on the incoming line group, the type of call, incoming digits or the caller's ICLID. If a range of MSN/DID numbers has been issued, this form can be populated using the MSN Configuration tool (see MSN Configuration).

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Default Blank Call Routes
By default the configuration contains two incoming calls routes; one set for Any Voice calls (including analog modem) and one for Any Data calls. While the destination of these default routes can be changed, it is strongly recommended that the default routes are not deleted.

•	Deleting the default call routes, may cause busy tone to be returned to any incoming external call that does not match any incoming call route.

•	Setting any route to a blank destination field, may cause the incoming number to be checked against system short codes for a match. This may lead to the call being rerouted off-switch.

•	Calls received on IP, S0 and QSIG trunks do not use incoming call routes. Routing for these is based on incoming number received as if dialed on-switch. Line short codes on those trunks can be used to modify the incoming digits.

•	If there is no matching incoming call route for a call, matching is attempted against system short codes and finally against voicemail nodes before the call is dropped.

•	SIP Calls For SIP calls, the following fields are used for call matching:

•	Line Group ID This field is matched against the Incoming Group settings of the SIP URI (Line \| SIP URI). This must be an exact match.

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Incoming Number
This field can be used to match the called details (TO) in the SIP header of incoming calls. It can contain a number, SIP URI or Tel URI. For SIP URI's the domain part of the URI is removed before matching by incoming call routing occurs. For example, for the SIP URI mysip@example.com , only the user part of the URI, ie. mysip, is used for matching.

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Incoming CLI
This field can be used to match the calling details (FROM) in the SDP header of incoming SIP calls. It can contain a number, SIP URI, Tel URI or IP address received with SIP calls. For all types of incoming CLI except IP addresses a partial entry can be used to achieve the match, entries being read from left to right. For IP addresses only full entry matching is supported.

Incoming Call Route \| Standard
Control Unit	SOE , IP403 , IP406 V1 , IP406 V2 , IP412 , IP500 .
Software Level	1.0+.
Mergeable	.

Incoming Call Matching Fields

The following fields are used to determine if the Incoming Call Route is a potential match for the incoming call.

•	Bearer Capability: Default = Any Voice The type of call selected from the list of standard bearer capabilities: Any, Any Voice, Any Data, Speech, Audio 3K1, Data 56K, Data 64K, Data V110, Video.

•	Line Group ID: Default = 0, Range = 0 to 99999. Matches against the Incoming Line Group to which the trunk receiving the call belongs.

•	Incoming Number: Default = Blank (Match any unspecified) Matches to the digits presented by the line provider. A blank entry matches all calls that do not match other entries. By default this is a right-to-left matching.

•	– = Left-to-Right Exact Length Matching Using a - in front of the number causes a left-to-right match. When left-to-right matching is used, the number match must be the same length. For example -96XXX will match a DID of 96000 but not 9600 or 960000.

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X = Single Digit Wildcard
Use X's to enter a single digit wild card character. For example 91XXXXXXXX will only match DID numbers of at least 10 digits and starting with 91, -91XXXXXXXX would only match numbers of exactly 10 digits starting with 91. Other wildcard such as N, n, * and ? cannot be used.

•	Where the incoming number potentially matches two incoming call routes with X wildcards and the number of incoming number digits is shorter than the number of wildcards, the one with the shorter overall Incoming Number specified for matching is used.

•	i = ISDN Calling Party Number 'National' The i character does not affect the incoming number matching. It is used for Outgoing Caller ID Matching, see notes below.

•	Incoming Sub Address: Default = Blank (Match all) Matches any sub address component sent with the incoming call. If this field is left blank, it matches all calls.

•	Incoming CLI: Default = Blank (Match all) Enter a number to match the caller's ICLID provided with the call. This field is matched left-to-right. Number options are:

•	Full telephone number.

•	Partial telephone number, for example just the area code.

•	! : Matches calls where the ICLID was withheld.

•	? : for number unavailable.

•	Blank for all.

Call IP Office Setting Fields

For calls routed using this Incoming Call Route, the settings of the following fields are applied to the call regardless of the destination.

•	Locale: Default = Blank (Use system setting) This option specifies the language prompts, if available, that voicemail should use for the call if it is directed to voicemail.

•	When the IP Office routes a call to the voicemail server it indicates the locale for which matching prompts should be provided if available. The locale sent to the voicemail server by the IP Office is determined as follows:

Locale Source	Usage
Short Code	The short code locale, if set, is used if the call is routed to voicemail using the short code.
System	If no user or incoming call route locale is set system locale is used unless overridden by a short code locale.
Incoming Call Route	The incoming call route locale, if set, is used if caller is external.
User	The user locale, if set, is used if the caller is internal.

•	Priority: Default = 1-Low, Range = 1-Low to 3-High. This setting allows incoming calls to be assigned a priority. Other calls such as internal calls are assigned priority 1-Low.

•	In situations where calls are queued, high priority calls are placed before calls of a lower priority. This has a number of effects:

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Mixing calls of different priority is not recommended for destinations where Voicemail Pro is being used to provided queue ETA and queue position messages to callers since those values will no longer be accurate when a higher priority call is placed into the queue. Note also that Voicemail Pro will not allow a value already announced to an existing caller to increase.

•	If the addition of a higher priority call causes the queue length to exceed the hunt group's Queue Length Limit, the limit is temporarily raised by 1. This means that calls already queued are not rerouted by the addition of a higher priority call into the queue.

•	IP Office 4.2+ supports the use of a timer to increase the priority of queued calls, see System \| Telephony \| Telephony \| Call Priority Promotion Time.

•	For IP Office 4.2+, the current priority of a call can be changed through the use of the p short code character in a short code used to transfer the call.

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Tag: Default = Blank (No tag), Software level = 4.1+.
Allows a text tag to be associated with calls routed by this incoming call route. This tag is displayed with the call within applications such as Phone Manager and SoftConsole (note that those application can also be used to change the tag text when transferring calls). See Call Tagging.

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Hold Music Source: Default = System source, Software level = 4.2+ (Not Small Office Edition).
IP Office 4.2+ supports up to 4 music on hold source, the System Source (either an internal file or the external source port or tones) plus up to 3 additional internal wav files, see System | Telephony | Tones & Music. If the system has several hold music sources available, this field allows selection of the source to associate with calls routed by this incoming call route. The new source selection will then apply even if the call is forwarded or transferred away from the Incoming Call Route destination. If the call is routed to another IP Office 4.2+ system in a Small Community Network, the matching source is used if available. The hold music source associated with a call can also be changed by a hunt group's Hold Music Source setting.

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Destination: Default = Blank, Software Level = Up to 4.0 only.
For IP Office 4.1+ this option has moved to the Incoming Call Route | Destinations tab. Select the destination for the call from the drop-down list box which contains all available extensions, users, groups, RAS services and voicemail. System short codes and dialing numbers can be entered manually. Once the incoming call is matched the call is passed to that destination.

•	Drop-Down List Options The following options appear in the drop-down in the following order:

•	Voicemail allows remote mailbox access with Embedded Voicemail, Voicemail Lite or Voicemail Pro. Callers are asked to enter the extension ID of the mailbox required and then the mailbox access code.

•	User Names

•	Hunt Groups Names

•	AA:Name directs calls to an Embedded Voicemail auto-attendant services.

•	Manually Entered Options The following options can be entered manually into the field.

•	VM:Name Directs calls to the matching start point in Voicemail Pro.

•	A . matches the Incoming Number field. This can be used even when X wildcards are being used in the Incoming Number field.

•	A # matches all X wildcards in the Incoming Number field. For example, if the Incoming Number was -91XXXXXXXXXXX, the Destination would be XXXXXXXXXXX.

•	Text and number strings entered here are passed through to system short codes, for example to direct calls into a conference. Note that not all short code features are supported.

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Fallback Extension: Default = Blank (No fallback), Software level = Up to 4.0 only.
For IP Office 4.1+ this option has moved to the Incoming Call Route | Destinations tab. Defines an alternate destination which should be used when the current destination, set in the Destination or Night Service Destination field, cannot be obtained. For example if the primary destination is a hunt group returning busy and without queuing or voicemail.

•	Night Service Profile: Default = <None> (No night service), Software level = Up to 4.0 only. A time profile during which the Night Service Destination should be used rather than the Destination.

•	Night Service Destination: Default = Blank, Software level = Up to 4.0 only. Set the destination to be used during periods defined by the Night Service Profile. The same range of values can be used as for the Destination field.

Outgoing Caller ID Matching

In cases where a particular Incoming Number is routed to a specific individual user, the IP Office will attempt to use that Incoming Number as the user's caller ID when they make outgoing calls if no other number is specified. This requires that the Incoming Number is a full number suitable for user as outgoing caller ID and acceptable to the line provider.

When this is the case, the character i can also be added to the Incoming Number field. This character does not affect the incoming call routing. However when the same Incoming Number is used for an outgoing caller ID, the calling party number plan is set to ISDN and the type is set to National. This option may be required by some network providers.

© 2009 AVAYA
15-601011 Issue 23.p.-
07:06, 30 October 2009
(config_forms_incomingcallrouteform.htm)

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Last Modified: 07/07/2009