Call Routing

call routing configuration here, administrator can configure incoming call routing policies and profiles based on incoming channel, did or source phone this tab contains the following policies and their types defaultcallcontextprofile we can define the call contexts (like zap trunks, sip minutes) and route the calls through these contexts to a particular node flow in a campaign here we need not to identify the source / destination number defaultsourcephoneprofile this profile is used to identify a particular source phone and route the calls coming from that number to a particular node flow in campaign let's suppose if we want to do routing based on the phone number of caller we will select the"defaultsource phone profile" from profiles tab and define the profile plans defaultdestinationphoneprofile this policy is used to route the calls landing on a particular did number these calls can be routed to a particular node flow in a campaign let's suppose if we want to do routing for a particular did number or toll free number we will select the"defaultdestinationphoneprofile" and define the profile plans policies can be assigned by checking the "assigned" checkbox uncheck this box to unassign the policy order of policies can be moved from the "up" and "down" button policy will be followed in the sequential order from top to bottom click "apply" button to save the made changes rather, you can click "cancel" button to discard the changes create plan for a policy the administrator can define the routing plan for the policies perform the following steps check the box to select a policy click " " under "plans" header adjacent to a policy for creating a new plan the following pop up is displayed on the screen click "add" button to add a row in the text area call context this field comes for callcontextprofile plan only you have to select any of the following options audiocodes cc voicetest defaultvr softphone1 voip or contact this field comes for both defaultsourcephoneprofile plan and defaultdestinationphoneprofile plan you have to provide the contact number here actiontype it has two options feature action select it to route the call to nodeflow when selected, sub action drop down shows the following options default acd feature did based phone feature manual dial feature 2 profile action select it to route the call to another profile plan when selected, sub action drop down shows the following options cc call context based profile select it to transfer the call to the call context based profiles when selected, the available call context profiles will be listed in the destination drop down menu cc destination contact based profile select it to transfer the call to the destination contact based profiles when selected, the available destination contact profiles will be listed in the destination drop down menu cc source contact based profile select it to transfer the call to the source contact based profiles when selected, the available source contact profiles will be listed in the destination drop down menu destination if "feature action" is selected in action type, then you have to select the available destination numbers in this drop down menu if "profile action" is selected, you can select the relevant profile policy such as "defaultcallcontextprofile" for "cc call context based profile" sub action, "defaultdestinationphoneprofile" for "cc destination contact based profile", and "defaultsourcephoneprofile" for "cc source contact based profile" you can add multiple rows in a plan of defaultsourcephoneprofile to delete the created "profile plan" , select that particular profile plan and click on "delete" button any incoming call will be routed depending on the sequence of profiles defined profile moved at the top level will be followed first and then next defined profile will be followed click "up" to move the row to up and click "down" to move the row to down click "save" to save the changes rather, you can click "cancel" to discard the changes you can add and modify the plan for all policies