Advanced Call Handling With Call Treatments

Now that we covered the basics and some other options in our first and second article about call treatments and call forwarding, we can explore more complex features of Call treatments and get creative. For our advanced Call treatments article, we’ll be discussing the following:

  • Wildcards
  • Forwarding to a SIP URI
  • Extensions
  • Telemarketer Block
  • Examples of each scenario

What are wildcards?

For Call treatments wildcards are characters that allow you to expand the range of matched criteria. With call treatments, we allow the use of two wildcard symbols, * (asterisk) and x.

You would use an asterisk (*) wildcard to match any number of digits. For example; 1212* would match 1212 plus any digits that follow, with no length limit. Using * allows you to match for any length of numbers that follow the initial set of number, so you may match by area code or local area.

The x wildcard is used to match a single digit, from 0 – 9, in a number. With 1212xxxxxxx (212 area code with 11 digits) call treatments would match any 12121234567 but would not match the shorter 1212123456 or longer 121212345678 number.. Using x allows you to specify the exact length for numbers and digits you want to match.

Call treatments can be specific or lose. In this case 1212* and 1212xxxxxxx perform the same function if the number was 12121234567. Both wildcards can be used for 212 area code numbers. For any other scenario, where the lenght of digits are shorter or longer only 1212* would match.

wildcard

What would wildcards allow me to do?

You can use wildcards with Call treatments to send calls to voicemail, fax, the calling card feature, an error message, busy tone, number disconnect message, to a specific extension on your account or to a specific number (such as your home phone or mobile phone). If you’re getting unsolicited calls from certain area codes, or rate centers, you can forward those calls to an error message. If you want calls from certain locations, base on area codes or NPA-NXX, to go to a specific extension on your account or be forwarded to your mobile phone, wildcards also could help you.

TollFreedisconnect

What is a SIP URI?

A SIP URI is an address, which looks similar to an email but is NOT an email. A SIP URI is used to contact other SIP users on other SIP networks. The standard format for a SIP URI is:

USER@ADDRESS

For example:

17771234567@in.callcentric.com

Forwarding to a SIP URI

You may forward calls to a SIP URI, such as a specific extension on a PBX with a static IP address or domain name, or to a SIP URI on another SIP provider’s network. An advantage to forwarding to a SIP URI, as opposed to a DID (phone number), is that the forwarded leg of the call is free (since IP to IP calling is free).

Extensions

Extensions feature allows you to register multiple user agents to a single Callcentric account. With Call treatments you now can route calls to up to 5 extensions, or a combination of extensions and telephone numbers when using Simultaneous ringing or Call hunting rules. You can also forward to a single extension when using a One destination type of Call treatment.

extension

Each account can have up to 21 extensions (the default extension, plus 20 additional created extensions). To create additional extensions you can read the information here. You can also create a voicemail box for each extension on your account.

5routessimultaneousringing

Telemarketer Block

Have you ever had a day where random phone calls would ring your phone and is either an obnoxious recording or a person trying to sell you something? If so, you will find the Telemarketer Block feature very useful.

Basically when enabled and you receive an incoming call, our system will ask the caller to press a number, which is configurable. If the caller presses the correct number, then the call will be delivered to you.If the caller is unable to do so, the call will be disconnected.

UPDATED: The following is incorrect and has been redacted.

If the caller is unable to do so, the call is then re-routed to either of the following destinations:

  • Voice mail
  • Calling card
  • Error message
  • Busy Tone
  • Error message: Number disconnected

You will incur a cost on these calls as the system needs to connect the call in order to understand the digit being pressed. So on per minute incoming services, such as the Pay Per Minute DID, you will be billed for the first minute of the call.

To enable this feature you will want to create a Simultaneous Ringing or Hunting Call treatment, in order to enable the Telemarketer Block feature.

Due to the changing nature of telemarketers, we cannot guarantee that this will block all telemarketers. Additionally, while this does reduce occurrences, there will still be a 1-minute charge per blocked call, as the call is actually connected in order to play the Telemarketer Block prompt.

Telemarketer-Block

Examples

Scenario 1

Block calls from the area code 225 using wildcards. You may also create another call treatment for any other area code you want.

Create a Call treatment:

  1. Under the Redirect calls to: section, select One destination, then select Send to error message.
  2. Under the Call coming from Caller ID: section, select This number and enter 1225* in the field below.

wildcard

Scenario 2

Forward calls from MYCCNUM (Callcentric DID or 1777number/extension) to a SIP URI, such as an extension on PBX (100@pbx.ip.address)

Create a Call treatment:

  1. Under the Redirect calls to: section, select One destination, then select This number and enter 100@pbx.ip.address
  2. Under Called number:, select This number: and select your MYCCNUM phone number in the field below.

SIP-URI

Scenario 3

Enable Telemarketer Block on all phone numbers on account, using 1 for verification and sending the calls to your default extension 100

Create a Call treatment:

  1. Under the Redirect calls to: section, select One destination, then select Send to my extension: 100
  2. Under the Telemarketer Block section, select press N to connect’, where N is the desired number you wish to use (in this case 1). Or choose rand digit, which use a random digit from 1 to 9.

TeleBlock

Scenario 4:

Have two different numbers go to two different extensions, each with their own independent user-agent (UA)

Create one Callcentric extension (ie, 101) and register a second user-agent to this extension using the username 1777xxxxxxx101 (adding the extension at the end of your 1777 number). You will also need to ensure that you have a user-agent registered to your default extension (100)**.

Create Call treatment 1:

  1. Under the Redirect calls to: section, select One destination, then select Send to my extension: 100
  2. Under Called number:, select This number: and select MYCCNUM1 phone number in the field below.

DID-extensions-1

Create Call Treatment 2:

  1. Under the Redirect calls to: section, select One destination, then select Send to my extension: 101
  2. Under Called number:, select This number: and select MYCCNUM2 phone number in the field below.

DID-extensions-2

**Note that your account number 1777MYCCNUM is the came as 1777MYCCNUM100, whcih is the default extension 100, which you do not need to create.

As you can see Call treatments offer a wide range of flexibility and power for end users. You can create the simplest or most complex scenarios to handle your incoming calls.