Inbound Call Routing with IP Flex functions similarly to traditional hunting:
- Does not require the use of a pilot number
- Forwards an incoming call to the next line specified in the Inbound Call Routing group if the dialed telephone number is busy
- The first line may roll to a second line, then to a third and so on in a pre-arranged order
Inbound Call Routing does not offer any of the Hunt Group policies available with the Hunt Group application:
- Inbound Call Routing only functions if the line associated with the number dialed is busy.
- Calls placed to any number in the series will forward on to the remaining numbers in the list, in the order specified, until an available line is connected or the last line of the Inbound Call Routing group is reached
- A call dialed directly to the last number specified in the Inbound Call Routing group will not attempt to forward, as it is already at the end of the completion list
A group administrator can manage some Inbound Call Routing changes through the self-service Web based Online Feature Management tool, including:
- Create a new Inbound Call Routing
- Add or Remove users telephone numbers to the Inbound Call Routing list
- Change the order of the numbers in the Inbound Call Routing
Important Note:
- Any single telephone number (user) may only be included in one Inbound Call Routing group
- Call-forwarding no answer" replaces the "No answer time out" option for Inbound Call Routing . Call forwarding no answer will forward a non-answered call to a number defined by either the user or the administrator.
- Once Inbound Call Routing reaches an available line in the group, that line will continue to ring until it is either answered, goes into voice mail or the calling party disconnects
Inbound Call Routing Scenario
An IT Help Desk agent has a 4-line phone sitting on his desk. When a customer dials the Help Desk number, one of the lines on the agent's phone lights up. If the agent is not already on another line and picks up the line before other agents do, then that agent will receive the call.
Inbound Call Routing will light up everyone's phone until someone picks up, thereby supporting the pool of agents on a first-come, first-serve basis.