[cisco-voip] routing calls based on calling PSTN number

[Erik Erasmus]

Hi

 

I have a requirement to set up a small call center, Have a Call Manager
4-1-3, new switches and IPCC Express premium. One of the requirements is
to route incoming calls based on the number where the call originated.
The calls will originate at different international toll free numbers -
example 0800 444 555 and say 0800 777 999 as an example. Calls from 0800
444 555 needs to go to a group of agents - say group 1 and calls from
the second 0800 .... Needs to go to the second agent group. Currently
with the existing legacy PBX they say they have it working. I believe
this is not even call centre functionality but a glorified hunt group.
Assume the PSTN PRI line/s will present the info on the originating
number to the IOS gateway. 

 

My questions

 

1.	Can this be done with Call Manager and a IOS gateway only - any
ideas how to route calls on the inside network (part of the CCM range)
based on the originating 0800,..... number.
2.	If Call Manager can not do it - IPCC Express will be able to do
it - Yes/ No. I have completed a basic IPCC course but don't have in
depth IPCC knowledge. Any advice will be appreciated

 

 

 

 

Erik Erasmus

Kunene Solutions & Services

email:                erike at kss.co.za

main number:     +27(0)11 545 6300

IP phone direct:  +27(0)11 545 6315

mobile:               +27(0)82 550 3390

 


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