Dialing Methods

Inbound ACD

An inbound ACD campaign receives incoming calls and can be set up to manage the routing and queuing of them according to:

• the source of the call - indicated by the Caller Line Identity (CLI) information (also known as Called party Number (CPN))
• the destination of the call - indicated by the Dialed Number Identification Service (DNIS) (also known as Direct Dial Index (DDI)

See Inbound SDMP Messaging for details of the SDMP messages related to inbound call routing. See also Testing 3 - Inbound with Softdial Telephony Gateway™ for a practical test example.

The routing process for an inbound call follows this sequence:

1. Check for exact extension match with DNIS and use that if found.
2. Match CLI against all high priority CLI routes CLI prefix of '*' and empty DNIS. Use first match found.
3. Match DNIS value against all routes and if only 1 route found, use that.
4. Match CLI value against all routes found in (3) and use first of those.

Incoming calls may be routed in 2 ways:

1. directly through Softdial Telephony Gateway™ without any control from Softdial CallGem™
   • These calls cannot be recorded and reporting data will not be available
   • Routes are defined via the routing configuration in the Config.xml file (see STG Configuration)
   For details, see STG Configuration - Inbound .
2. under the control of Softdial CallGem™
   • These calls can be recorded and reporting data will be available for them
   • Routes are defined via the Inbound Routes and Campaigns & Queues configurations tabs within Softdial Repository™.