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Barracuda Phone System

How do I configure Advanced Call Routers on my Barracuda Phone System?

  • Type: Knowledgebase
  • Date changed: 5 months ago

Solution #00005361

 

Scope:

Applies to Barracuda Phone Systems.

 

Answer:

Advanced Call routers are a powerful tool for routing calls. They perform conditional routing first, and then perform a list of actions on the rule which matches. Advanced Call Routers route calls by applying sets of rules and then performing lists of actions. They require some planning, but are simple to configure.

Rules:

Rules are matched first. There are a few different rules which you match by:


Time-Based Rules - All rules are first matched by the time conditions:
  • Date, Date-Range, or Day of Week
  • Time of Day
Filter Rules - Filter rules check the originating number of the call. They match by the following patterns:
  • Caller's Number Is - This will match exact numbers.
  • Caller's Number Starts With - This will compare the string you enter to the beginning of the number.
  • Caller's Number Ends With - This will compare the string you enter with the end of the number.
  • Caller's Number Matches Regular Expression - This will allow you to use a regex string to match calls.


List Actions:

The listed actions will be applied after a rule match. If no rule matches, the default list actions will be followed. There are two types of actions.


Non-Terminal Actions - These actions do not terminate the router, and can be followed by another action:
  • Call Phone Numbers - This option can attempt to dial one or more extensions or phone numbers and wait for an answer.
  • Play a Sound File - This option will play a single sound file and then move to the next action.
  • Go to the Direct Inward System Access (DISA) - (Version 2.6) This option will allow a caller to enter their extension and Voicemail Pin in order to place an outbound call.
  • Go to the Dial-by Name Directory - This option will allow the user to find a user by first or last name.
  • Try calling an extension - This option will transfer to an extension and wait for a return.
Terminal Actions - These actions must be the last action in the list because they cannot be followed by another action:
  • Disconnect the Call 
  • Transfer - This option will transfer permanently to an extension or number.
  • Transfer to a User's Voice Mail - this option will transfer the caller directly to the voice mail box to leave a message.
  • Wait for a Fax - This option will wait for fax tone, and disconnect if it fails.
  • Transfer to Voice Mail Login Prompt - This option will send the call to the user voice mail system.
  • Group Paging - For supported phones, this option will perform a simultaneous intercom call to every phone in the specified group.
  • Perform and ECHO test - This option will call an extension and echo back everything the Microphone pick up.
  • Play Milliwatt Tone - This option will call an extension and play the milliwatt test tone group.
  • Transfer to a Gateway - This option will send the call to a configured SIP provider or Site.



Creating a new Advanced Call Router:

  1. Navigate to Extensions > Automated Attendants and click on the button to Add new... and then Advanced Call Router.
  2. Enter a recognizable name in the box Router Name.
  3. Select Extension(s) to use from the extension box:
    • First Free Extension or Single Extension (you must enter the extension desired) assign a single extension which is used to access the router. The extension, in this case, can be changed later.
    • New Block Extension (you must enter the block of extensions desired) or Existing Block Extension will assign a block of extensions which can be used to access the router. When using this option without the do not add extension box checked, you can manually assign individual extensions within this block to actions or users in the system, and if they are deleted from the system the call will fail back to the router. In most cases you will not want to check the box Do Not Allow Adding Extensions Within This BlockWhen using this option, the extension cannot be changed later.
Click on the Add button to save your settings.


Configuring Settings for the Advanced Call Router:


The Advanced Call Router is a powerful tool, which means that it has several options. You can access the Advanced Call Router's setting page bay navigating to Extensions > Automated Attendants and clicking on the name of the router that you want to configure. There are several options which can be configured:


The Router Management Window:

The router management window is divided into sections.


Basic Options: (Found to the right of the routers name)

Rename - This option will change the name of the router displayed in the UI.

Change Primary Extension - This setting will change the primary extension of the router, and can only be used with single extensions.

Delete - This option will remove the router. This action cannot be undone.


Default Action:
This is the list of actions which will be performed if no rules match the call.

Add a Rule:

This will add a rule-set to be compared to calls for a match. If the rule matches, then the call will follow the list actions within this rule. Rules can be re-ordered by left-clicking on the dark gray bar on the left of the rule and dragging it higher or lower on the list while holding down the left mouse-button.


Secondary Extensions:

This allows you to add secondary extensions to this Advanced Call Router.

  • First Free extension - this will be the first available (lowest number) extension on the system.
  • Single extension - This can be any available extension on the system.
  • New Block extension - This can be any block of unused extensions.
  • External Number - This option allows you to assign an external number to route directly to the Automated Attendant.


Editing Routes and Rules:

To simplify basic routers, the router management window is divided into basic actions and advanced options. Managing the actions and options is straightforward, and yet still maintains the flexibility needed to manage the routes.

Editing Actions:

Each non-terminal action has an Advanced Actions option and a delete option in the right corner of the action box. Many actions can be joined together (ie, transfer to a number can call multiple extensions/numbers at the same time), and in these cases you can click and drag them to to join, or separate them. The Advanced Options include two options:
  • Timeout - After the specified timeout expires, the call is returned to the router and moves on to the next step.
  • Confirmation - This option will play a sound file, and require a human response (pressing 1) before completing the transfer. This is to prevent accidental transfers to unintended recipients or to voice mail systems.
You can add non-terminal actions by clicking the link on the bottom of the action which reads Add actions / Set options. This will provide you with a drop-down box to add non-terminal actions and a set of options which apply to the action set. Actions, like rules, can be re-ordered by left-clicking on the dark gray bar on the left of the rule and dragging it higher or lower on the list while holding down the left mouse-button.

The Options for the action set apply to all actions in the list:
  • Enable silent hold - This option, when on, will disable Music-on-hold for the call.
  • Record the call - This option, when on, will set the record call switch.
  • Set caller ID - This option, when enabled, will change the callerID before passing the call to the actions. If either field is left blank, it will remain unchanged.
  • Web Application Pop-up URL - (Version 2.6) This option, when enabled, will Set the URL to pop-up using the Call control Client. Please reference Solution# 6043 for details on this feature.
  • Detect faxes - This option will re-direct the call to the fax system if fax tone is detected.
  • Enable T.38 Reinvite - (version 2.6) This option will initiate the T.38 reinvite for providers that require client initiation of T.38.

The "If the call is not answered..." section of the Actions List includes the terminal actions which can be taken. No other action can follow these, so they will be the final action of the router. Simply select one from the drop-down box and enter the requested details.


Removing Rules/Actions:

To remove a single action, click the delete link in the top right corner of the action's box. To delete the ENTIRE rule-set, click the delete link in the rule box on the left.


Note - The delete action is immediate, and CANNOT be undone.



Link to this page:

https://campus.barracuda.com/solution/50160000000IMBbAAO