Intermediate Call Handling With Call Treatments

In our first article on Call treatments we covered basic settings, terminology, and configuration as well as some simple real world examples of Call treatment rules. This article will cover slightly more advanced configurations of Call treatment rules, as well as provide some real world examples of how you can use these rules in your everyday life. To help you get started, we’ll need to layout some ground rules first.

Before we begin, it’s important to note that DID Forwarding takes priority over Call treatments and account preferences, while Call treatments takes priority over account preferences. In other words in terms of priority:

  1. DID Forwarding
  2. Call treatments
  3. Preferences

If DID Forwarding is configured to send incoming calls to specific numbers to Fax, or Calling card or to another number, all inbound calls to that number will follow these rules regardless of what you have configured in your Call treatments or account preferences.  If you do not create any DID Forwarding rules then, by default, calls will go to SIP device (default), which will allow call treatment rules to be followed properly.

Note: You’ll need to be logged into your Callcentric account to access your Call treatments settings.

 

SETTING UP A CALL TREATMENT

When you visit the Call Treatments page you should see a listing of your current rules, or a welcome message if you do not have any rules.

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You’ll need to click on Add a new Call Treatment link in order to create your more advanced rule. Once you have clicked on the link you will select Simultaneous ringing, or Call Hunting, from the menu under Redirect call to:. After this you will have two subsections which allow you to specify the initial destinations and the final destinations for your calls.

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Under the first subsection, Where to send the call:, your options are Send to my phone or Send to this number. You will also be able to select how long the call will ring for with Ring for (seconds):. Finally you can select Push “1” to accept call to require the receiving end to press 1 to accept the call, otherwise the call will not be connected.

Send to my phone will send inbound calls to your user agent.

Send to this number will send calls to the number you enter into the field to the right.

Push “1” to accept call will require that you press 1 to answer an inbound call.

Ring for (seconds): will allow you to select how many seconds you want an inbound call to ring at a given location before the call stops ringing. Generally 5 seconds would equal roughly 1 ring.

These options can be seen below for Simultaneous ringing:

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We will now describe the options for a simultaneous ringing rule and a call hunting rule.

 

FORWARDING WITH SIMULTANEOUS RINGING

To ring all of your phones/destinations at once you will want to use Simultaneous ringing. Currently you have the ability to add up to three initial destinations for your simultaneous ringing rule. For each branch you may direct calls using Send to my phone or Send to this number. Note that if you’ve already selected Send to my phone in the first field, you’ll only be able to select Send to this number for the others.

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For the second subsection the only options are Voicemail, Calling Card, Fax or Busy signal. Keep in mind that in order to have voicemail as an option you’ll need to have voicemail on your account.  For the second subsection, you’ll select where the call goes if the call is not answered at any destination configured in subsection 1.

Once you have finished your configuration, you would enter an optional comment to describe the rule and click Add near the bottom of the page.

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FORWARDING WITH CALL HUNTING

If you don’t want all destinations to ring at the same time you may instead choose Call hunting. With Call hunting you can have a call ring at one destination for a set number of seconds, and if the call is not answered it will ring at the next destination and so forth.  With Call hunting you can configure up to 3 destinations to direct calls. As with simultaneous ringing, when calls are not answered they can also go to Voicemail, Calling card, Fax or a busy signal.

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To configure Call hunting you’ll first need to select Hunting just underneath the Redirect call to: header. Just as with Simultaneous ringing, under subsection 1 you’ll need to select whether the incoming calls will be sent to, either Send to my phone or Send to this number. Additionally you can select the number of seconds you would like for a call to ring with Ring for (seconds): and whether Push “1” to accept call will be enabled.

You can also configure subsections 2 and 3 to send calls to either Send to my phone or Send to this number. Note that you will only be able to select Send to my phone once within a Call hunting rule.

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For subsection 4 you’ll want to select where you want the call to go if it is not answered at any of the destinations configured in subsections 1 – 3. As before, the options are Voicemail, Calling card, Fax, or a Busy signal.

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When you have completed the configuration of your Call hunting rule, click Add at the bottom of the page. With this rule any calls which come in will ring to the 1st destination for 25 seconds, the 2nd for 35 seconds and so on until someone answers.

Once you have finished your configuration, you would enter an optional comment to describe the rule and click Add.

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CALL TREATMENTS HIERARCHY SYSTEM

Call treatment rules are prioritized using a top – down hierarchy system where the Call treatment rule at the top takes priority over Call treatment rules that follow.  You’ll want to configure your Call treatment rules so that all of them are taken into account. With very complex rules this can become complicated.

In the screen capture below, we have labeled our Call treatment rules 1, 2 and 3.

The first rule is taken into account before rules 2 and 3. The first rule sends all inbound calls from callerID 12125555551 to voicemail.

The second Call treatment uses Simultaneous ringing to send any inbound call, except calls from 12125555551, to any number on the account to my user agent, 12125555554, 12125555553 and then voicemail, this rule also only affect between Friday night and Monday morning.

Finally the third Call treatment uses Call hunting to send any inbound call, again except for calls from 12125555551, to any number on my account to my user agent (software/hardware), to 12125555554, to 12125555553 and then voicemail.

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Note the Normalize priority link in the bottom right corner of the page in the image above. The Normalize priority link will automatically rearrange the Call treatment rules that our system believes is the best order. You can click this link to automatically organize your Call treatment rules so you can better understand them.

REAL WORLD EXAMPLES

Here are a few real world examples of Call Treatments that show you how they may work when using the functionality we described in this article.

Scenario A

“I have another account. When any call comes in on my main account, I want my other account to ring at the same time.”

You can do this using simultaneous ringing by following the instructions below:

Simultaneous Ringing - annotated

Instructions

  1. Under Redirect calls to:, click the radio button Simultaneous ringing
  2. Under the subsection Where to send the call:, leave the first entry as Send to my phone and change the second to Send to this number
  3. Enter the 1777 number of your other account
  4. Click Add or Save

Scenario B

“I want my calls to forward to two different numbers, one at a time: My office number and my mobile phone.”

You can do this using hunt group ringing by following the instructions below:

Weekend Forwarding - annotated

Instructions

  1. Under Redirect calls to:, click the radio button Simultaneous ringing
  2. Under the subsection Where to send the call:, set the first entry as Send to this number
  3. Enter the number at your office (ie. 12125555555)
  4. Set the second entry as Send to this number
  5. Enter the number of your mobile phone (ie. 19175555555)
  6. Click Add or Save

That’s it for now. We’ll be back with even more powerful Call treatment and call routing tools to allow you to take advantage of your extensions and some more advanced call routing rules ;-).