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Barracuda Phone System

Understanding Inbound Routing

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Incoming calls to the Barracuda Phone System can be routed a variety of ways. Queues–lists of calls kept in the order receivedallow calls to be held, and then retrieved in the order they were received. Calls can be parked in a block of configured parking extensions. Calls can be connected with pre-configured multi-user conferences. Automated attendants can process calls according to a list of actions. The actions can be ordered according to user input, requiring the user to choose actions from an announced menu, or can be ordered by a simple configured list, where actions may depend on time of day, date, day of week, or caller phone number. The Barracuda Phone System inbound call routing options include playing recordings or transferring the call to an extension. Since each queue, call parking extension, conference, and automated attendant is an extension, a call can be directly routed to any of these once it enters the system.

Queues

Queues allow calls to be held in the order received, and answered in that order by designated queue agents as the agents become available to process them. A queue is assigned a logical extension number and calls transferred to that extension join the queue. Queues work on a simple first in, first out principle. Calls are retrieved from the queue in the order they were received. While a queue agent receives calls automatically from the queue when the agent is available, anyone can take calls from the queue by dialing the associated agent access extension. A queue can have a timeout which transfers calls waiting beyond the timeout period to a designated extension. The queue can provide music on hold or break in announcements at regular intervals if desired.

Parking/Retrieving Calls

Dynamic routing of calls can be accomplished by configuring blocks of call parking extensions. An incoming call (which requires paging to locate the intended call receiver, for example) can be parked in a block of parking extensions by transferring the call to the first extension in the block. The call will be held at any available extension in the block. The retrieval extension is returned to the user who parked the call and can be passed on to the intended call receiver once located. For example, the intended receiver can be paged with instructions to pick up the retrieval extension.

Multi-User Conferences

Multi-user Conferences can be configured so that multiple callers desiring to conference can connect with each other by dialing the designated conference extension number, and providing a conference access code, if configured.

Automated Attendant

Automated Attendants allow the configuration of a list of actions to take for each call. The order of the actions can be based on input from the caller in response to an announcement asking for caller input. The input (key-press of a digit) is captured to determine the proper routing of the call. Advanced call routers allow a configured list of actions to be taken for each incoming call. The list may include playing messages or transferring to extensions and may take different actions depending on the time, day, date, or caller phone number. If the call remains unanswered, the Barracuda Phone System may transfer to voicemail, disconnect, wait for a fax, or page a group.

 

 

 

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