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

Fri Jun 3 15:16:35 EDT 2005

Thanks Lelio

I will investigate the PSTN service and will surely get it sorted. Thanks for the help

erik

________________________________

From: lelio at uoguelph.ca [mailto:lelio at uoguelph.ca]
Sent: Fri 2005/06/03 04:18 PM
To: Erik Erasmus
Cc: cisco-voip at puck.nether.net
Subject: RE: [cisco-voip] routing calls based on calling PSTN number

In North America, an 800 number is first translated to a local number that is
then sent down the trunks to your switch as the dialed number. It is this
dialed number (or the manipulated equivalent) that the service provider sends
you that you typically program in CallManager.

So, if you can direct these two user groups to two different local numbers that
terminate on your switch, you're set.

For example, if 1-800-555-1234 terminates on 824-1234 and 1-800-555-5678
terminates on 824-5678, then all I would have to do is add a translation for
824-1234 that points to one hunt group and a translation for 824-5678 that
points to another hunt group.

If both your toll free numbers terminate on the same local number, you will not
be able to route them differently. CallManager does not route calls based on
calling party, only called party.

Incidently, some North American service providers can provide the dialed number
in with the calling number ID with toll free numbers, so an agent knows how to
answer the phone because they see the dialed toll free number on the display -
unfortunately, it doesn't work with our digital trunks.

Anyways - let the group know if you have any other questions.

Lelio

Quoting Erik Erasmus <ErikE at kss.co.za>:

> Hi Phil
>
>
>
> Thanks for the reply
>
>
>
> In this case I will use the IPCC. But let us say in future I have a
> requirement where cost is an issue and it is a low budget informal call
> centre (glorified hunt-group).
>
> What Call Manager mechanisms can I use to direct calls to specific
> extensions, pilot numbers etc based on DNIS. Basically - how to
> configure this in high level steps
>
>
>
>
>
>
>
>
>
> 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
>
>
>
> ________________________________
>
> From: Walenta, Phil [mailto:philip.walenta at berbee.com]
> Sent: 03 June 2005 03:42 PM
> To: Erik Erasmus; cisco-voip at puck.nether.net
> Subject: RE: [cisco-voip] routing calls based on calling PSTN number
>
>
>
> Calls that originate like this will have an associated DNIS.
> Callmanager can very easily route based on DNIS.  The real question is,
> how well do you need to track the calls, and in particular the
> distribution of those calls to agents?  If you need good tracking, IPCC
> would be better than trying to ferret this info out of the CDR records.
>
>
>
> ________________________________
>
> From: cisco-voip-bounces at puck.nether.net
> [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Erik Erasmus
> Sent: Friday, June 03, 2005 8:10 AM
> To: cisco-voip at puck.nether.net
> Subject: [cisco-voip] routing calls based on calling PSTN number
>
> 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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> info at kss.co.za
>
> ________________________________
>
>
>
>
> This message, including any attachments is intended only for
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This message, including any attachments is intended only for
the persons or entity to which it is addressed, and may 
contain privileged or confidential information. Retransmission, 
dissemination, copying, distribution, modification and / or 
publication of this message by a person other than the intended 
recipient is strictly prohibited by the sender. If you have 
received this message in error, or you feel it is unacceptable 
communication, a chain letter or offensive material of any nature, 
please delete the material and any copies from all systems and 
report it to: 

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