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Ozeki Phone System XE offers professional technology for managing incoming calls efficiently. If the call is initiated from an outside line and aimed at a device inside your network, it is called "Inbound call". Availability is one of the most important factor for a company, this way, it is critical to ensure that customers or business partners can reach you anytime. The ideal solution for this purpose is a first-rate communication system based on Ozeki Phone System XE.
This guide will focus on giving you a better understanding on Inbound call routing by implementing one in Ozeki Phone System XE. This will be achieved by connecting Ozeki Phone System XE to a PSTN Device (Public Switched Telephone Network) through a PSTN Device Extension (but you could use any Outside lines for this purpose). At the end, you will make dial plans and test them, but to be able to do that, you have to setup SIP extensions in both Ozeki Phone System XE, and the PSTN Device.
Step 1: Installing outside lines and extensions
Step 2: Making a dial plan
Step 3: Making a test call
In order to keep up with competitors, organizations need to ensure reliable availability (often 24/7). Continuous availability requires a modern and powerful telephone system that is able to meet requirements of customers, partners and employees; while it needs to be able to take over the basic tasks from operators to enhance work flow. It means that the corporate PBX needs to ensure a very efficient incoming call management with effective call routing rules that allows automated call management.
Each employee needs an extension registered into the PBX, so the incoming calls can be directly forwarded to the extension(s) of the intended person. Advanced PBXs like Ozeki Phone System XE allows to register analog phones, cell phones, IP phones, softphones, webphones etc. into the telephone system in order to ensure an extremely efficient communication system with outstanding services.
If you have connected all of the extensions, and you set up your corporate telephone system, you are ready to synchronize the registered extensions: with the help of Ozeki Phone System XE, this procedure takes only a few seconds. You can easily specify tasks to be executed by different extensions in specific cases.Configuration options
You can configure Ozeki Phone System XE to execute various tasks based on corporate requirements in case there is an incoming call:
Status related call forwarding: you can set in the graphical user interface how extensions should handle incoming calls in different statuses: so if the status of the given extension is "available", then the call is accepted. However, if the status is "busy" or "not available", the call can be placed on hold or forwarded to another extension (even within a ring group), etc.
Caller related call forwarding: it is possible to set some phone numbers not to ring on one or more given extensions. You can easily configure the server to forward these incoming calls to another extension or ring group; or to return a "busy", "not available" or other notification to the caller
Of course, you can set these phone numbers to be always forwarded to the given extension(s) or ring group. You can use this feature in case of incoming and internal calls, as well: by using these features, you can restrict or allow the free use of extensions for your employees.
Automatic call forwarding: if you have an extension that you do not use for a while (because of, e.g. disease, holiday or other reasons), you can forward all incoming calls to another extension or another ring group.
Automatic call forwarding, using IVR: if you use IVR (Interactive Voice Response), incoming calls can be forwarded automatically to the extension that has been selected by the caller in the voice menu, with the keypad.
First of all, login to Ozeki Phone System XE (Figure 1).
Figure 1 - Login screen of Ozeki Phone System XE
As the first step, you need to make sure about the availability of the system
elements, you would like to use. This guide will use VoIP Service Provider (but you could
use any of the Outside lines). If you need some help, please visit the
VoIP Service Provider Installation guide and the
Extension setup guide.
Now, it is assumed that you have already added extensions to Ozeki Phone System XE, and that you configured your PSTN Device with its own extensions.
Figure 2 - PSTN Device and extensions installed
You are going to make dial plans for inbound calls. In order to do that, navigate to the main page of Ozeki Phone System XE, and click on the Add button at the Dial plan section (Figure 3).
Figure 3 - Adding a dial plan
About the Inbound Dial plans:
You can see four columns (as Figure 4 shows below):
Routing rule conditions:
The call will be sent from the source to the destination, if all of the set conditions suits the selected attributes. You can define conditions for the Dialed number, the Caller ID and the Caller display attributes with the followings:
If there is a call which has passed all the set conditions, it can still contain the extra characters for the purpose to indicate something to the dial plans. Since you will not need those anymore, before the PBX sends the call to the destination, it can make preprocessings on the Dialed number, Caller ID, Caller display attributes:
As the next step, select:
Figure 4 - Configuring the dial plan
In order to make a test call, the PSTN Device (number "11000") will dial a SIP Extension of Ozeki Phone System XE (number "1001"). You can find information about the test call from the log of the SIP Extension in Ozeki Phone System XE.
Figure 5 - SIP Extension log
As Figure 5 shows, you can see the Incoming call received message, which indicates that the call was initiated from the PSTN Device, and was aimed at the destination extension of Ozeki Phone System XE. The call was succesful and the dial plan did its job.
If you would like to manage calls which would come from outside lines, you need to indicate it's
way to Ozeki Phone System XE with dial plans.
Outside lines can have more phone numbers, and the call from them will arrive to the PBX first, which sends
that to the selected local destination by the routing rules.
To manage these calls, you can set several conditions, for example:
The guide above gave you a better understanding of the call routing of Inbound calls using the dial plans of Ozeki Phone System XE. If you follow the instructions step-by-step, you can easily set up a dial plan for Inbound calls, and test it with SIP extensions.
If you have any questions or need assistance, please contact us at firstname.lastname@example.org
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