Managing Switching Routes

Use

Use this procedure to configure routes for dialing and receiving external calls. Calls within the contact center system are routed internally by the Call Dispatcher and do not use explicit routes.

Note:

If your system is located on several geographical areas, define emergency numbers using locations, to make sure that each emergency number works in the desired area.

Note:

Outgoing calls are tried for pattern matches first in Generic Switching Rules, then in Barring Groups, and then in Locations. A pattern match in Generic Switching Rules or Barring Groups causes the analyses to bypass Locations.

Each route can have several patterns and destinations.

  • Patterns define the set of numbers that are searched from contact numbers to recognize certain call types.

  • Destinations are trunks that pass calls to PSTN or external VoIP systems.

In routing, the numbers can be masked, for example the plus in the beginning of the outgoing international number can be changed to the local international call prefix.

Procedure

  1. On the System Configurator main screen, choose Call Switching > Switching Routes, and either click Add New or search and choose one route for edit. A screen area with the Basics, Patterns and Destinations blocks appear.

  2. Configure the settings according to the following tables.

    Table 1. Basics Block

    Field

    Function

    Name

    Enter the name for the route.

    Description

    Enter optional free-form information about the route.

    Edit Mask (for Route)

    Enter the mask for editing the numbers in this route. For example 09* adds 09 in the beginning of all numbers.

    Note:

    Use Edit Mask for Pattern in the first place.

    Priority Type

    Define how the Call Dispatcher (CD) module selects the destination (outbound call targets) if several ones are linked to the route.

    Least Recently Used (LRU): The CD selects the destination that was used least recently. In this case the priority value is irrelevant.

    High: The CD module selects the active destination with the highest priority (highest value).

    Low: The CD module selects the active destination with the lowest priority (lowest value).

    Codec

    Choose the preferred codec for calls that originate from, or are targeted to this route.

    Note:

    This codec must be in the list of supported codecs defined in the Global Switching Settings view.

    Table 2. Patterns Block.

    Field

    Function

    Name

    Enter the name for the pattern.

    Description

    Enter optional free-form information that helps you to remember the use of different patterns.

    Pattern

    Define the pattern that is searched from the number. The syntax is [0.. 9]* | [*] | [#]*. For example, #* applies to all numbers with at least 1 digit, +358* applies to all numbers that start with +358.

    Edit Mask (for Pattern)

    Enter the number, or numbers, that replace the found pattern in the outbound call number.

    Table 3. Destinations Block

    Field

    Function

    Trunk

    Choose the trunk that is used as the destination. Define trunks first in the Trunks view.

    Codec

    Choose the preferred codec for calls that are targeted to this destination.

    Note:

    This codec must be in the list of supported codecs defined in the Global Switching Settings view.

    Priority

    Enter any integer number. The greater the number, the higher the priority.

    Note:

    If the route has the priority type Least Recently Used (LRU), the destination priority has no effect but the least recently used destination is used.

    Edit Outgoing B Number (Out Mask)

    Use this mask to define the final destination for a call. See Number Manipulation with Edit Mask below.

    Edit Caller Number

    Edit A number (the caller’s number, outbound calls). For example, it can be defined that only the switchboard number is shown instead of extension numbers. See Number Manipulation with Edit Mask below.

    To use calling line identification restriction, enter CLIR with capital letters.

  3. Save your entries.

Number Manipulation with Edit Mask

To edit the source or destination number in the above settings Edit Mask, Edit Outgoing B Number (Out Mask), and Edit Caller Number, follow the instructions below:

Note:

  • Use asterisk (*) in the string after the number sign (#) and question mark (?), only. If the asterisk is before, or in the middle of number sign and question mark, it overrides them. See examples below.

  • Exact position for number sign (#) and question mark (?) is counted from the end of number, except when the string ends with an asterisk (*). In that case, the position is counted from the beginning.

Table 4. Editing Masks

String Character

Description

Asterisk (*)

Matches to multiple characters and copies them all.

Number sign (#)

Copies one digit in the exact position.

Question mark (?)

Removes one digit in the exact position.

To combine editing characters, see the following examples.

Table 5. Examples of Edit Mask

String

Explanation

Number 123456789 After Editing with Mask

010*

Adds 010 to the beginning of all numbers.

010123456789

*123

Adds 123 to the end of all numbers.

123456789123

010*123

Adds 010 to the beginning and 123 to the end of all numbers.

010123456789123

####

Copies the last four digits.

6789

####*

Copies the first four digits, and then copies all remaining digits.

Nothing happens, 123456789 remains 123456789.

????

Removes the last four digits and copies nothing.

All numbers become empty strings, do not use!

????*

Removes the first four digits, and then copies all remaining digits.

56789

####?????

Removes the last five digits and copies the first four digits.

1234

##??#*

Copies the first two digits, then removes the following two digits, copies the following one digit and copies all remaining digits.

1256789

987???*123

Adds 987 in front of the number, then removes the following three digits, then copies all remaining digits, and adds 123 to the end of the number.

987456789123

Example

To enable calling out from the system to any phone in PSTN, or a mobile phone, define the route Calls Out in the following way. In this route, two patterns are defined: the Any call out pattern passes any dialing, at least one digit long, to the trunk My PSTN Trunk. The Country code to 0 pattern changes the Finnish country code to 0.

Table 6. Patterns

Name

Description

Pattern

Edit Mask (for Pattern)

Any call out

Any unknown number (= not a number belonging to the system's number range)

#*

*

Country code to 0

Changes the country code +358 to 0

+358*

0*

Table 7. Destinations

Trunk

Codec

Priority

Edit Outgoing B Number

Edit Caller Number

My PSTN Gateway

-

-

-

-