Tenant Resource Configuration

Inbound Routes

The Inbound Routes tab allows detailed configuration of how incoming voice or media sessions are routed, based on data sent with the media.

Inbound Routes Tab

Fig. 1 - 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):

Incoming voice or media sessions can 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

Editing Tenant Inbound Routes

Fig. 2 - Editing Tenant Inbound Routes

Fig. 2 shows that an incoming chat session, which has been configured in Softdial Workflow Server™ to present a DNIS value of ChatQueue, will be routed to a queue also called ChatQueue.

Route properties are organised into the following areas:

 

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

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 Campaign.

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

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 ).