Inbound Routes

Prior to V10.7, Inbound Route configuration was only available to landlord users, which meant that in a hosting enterprise, tenants had to rely on the landlord to configure and reconfigure Inbound Routing as needed. (See Landlord level Inbound Routes)

V10.7 introduces tenant-level Inbound Routing (Fig. 1):

Fig. 1 - Inbound Routes Tab

Inbound Routes enable incoming voice or media sessions to be routed based on data sent with the media. For a voice session, for example, this may be Caller Line Identity (CLI), Dialed Number Identification Service (DNIS) or both. For an email or chat session, it can be source and/ or destination addresses, or specific content such as an account number contained in the subject or body of the message.

When New or Edit are clicked, the inbound route properties dialogue is shown

Fig. 2 - Editing Tenant Inbound Routes

Fig. 2, taken from the V10.7 Chat Demo, shows an incoming chat session, which has been configured in Workflow Server to present a DNIS value of ChatQueue, is routed to a queue also called ChatQueue.

Editing Inbound Routes

Route properties are organised into the following areas:

Identity

Setting	Display column in Fig. 1	Description
Name	Name	On Edit, displays the current route name On New, type a route name, unique for this tenant
Description	Desc	Type a short description to aid identification in the Inbound Routes list

Address Matching

Any number of digits up to the full CLI or DNIS length can be entered so that numbers can be filtered by CLI prefix and / or DNIS suffix.

Softdial CallGem™ reads the CLI field from left to right and the DNIS field from right to left.

If neither CLI nor DNIS information is available the call will be handled via the default routing configured here.

An exact DNIS match takes precedence over a CLI match.

See also Inbound ACD.

Setting	Display column in Fig. 1	Description
CLI	CLI	The source of the call - Caller Line Identity
DNIS	DNIS	The destination of the call - Dialed Number Identification Service

Destination Route

Settings are as follows:

Setting	Description
Destination Address	Defines the extension, external number or queue to which the call is routed
Record Externally-routed Call	See Reroute external below
Reroute external	Allows an inbound call to be routed back to the telephony layer (e.g. Softdial Telephony Gateway™) for forwarding to another external number. The advantage of using Softdial CallGem™ to re-route the call is that the call may be recorded (by checking the Record Externally-routed Call checkbox) and the call details will appear in Softdial CallGem™ messages which are used for reporting. In Softdial Telephony Gateway™ based configurations, the Re-Route External feature allows an inbound call to be mapped to any external number using either the <route> or <addressTranslations> configuration in the Softdial Telephony Gateway™ Config.xml file. (see Inbound Configuration ).

Setting

Description

Destination Address

Defines the extension, external number or queue to which the call is routed

Record Externally-routed Call

See Reroute external below

Reroute external

Allows an inbound call to be routed back to the telephony layer (e.g. Softdial Telephony Gateway™) for forwarding to another external number.

The advantage of using Softdial CallGem™ to re-route the call is that the call may be recorded (by checking the Record Externally-routed Call checkbox) and the call details will appear in Softdial CallGem™ messages which are used for reporting.

In Softdial Telephony Gateway™ based configurations, the Re-Route External feature allows an inbound call to be mapped to any external number using either the <route> or <addressTranslations> configuration in the Softdial Telephony Gateway™ Config.xml file. (see Inbound Configuration ).