With Custom Call Routing (CCR) you can replace Auto Attendant menus with a CCR Tree that offers callers more choices. Callers who reach a CCR Tree hear the CCR Home node immediately after the Company Greeting.
CCR Trees contain paths that callers navigate using their telephone dialpad. By selecting an option from the prompts callers can:
hear an Information Message
leave a message in a mailbox
transfer to an extension, a paging system or an external number
go to a sub-menu
You design the CCR Tree and create customized prompts for the menus. Each branch of the Tree can play messages or transfer the caller to a mailbox or an extension. You can set up mailboxes such as Fax On Demand and Information mailboxes as targets.
NOTE: You can have multiple simultaneous CallPilot Manager sessions, but to avoid overwriting CCR Trees, make sure that only one person works on a CCR Tree at one time.
To set up Custom Call Routing:
Plan and design a CCR Tree. Decide which services and menus you want to include.
Create the mailboxes and extensions you will direct callers to.
Create the CCR Tree.
Test the CCR Tree using the Transfer to Mailbox feature.
Set the Greeting Table to use the CCR Tree. The Greeting Table specifies which CCR Tree plays to callers. After callers hear the Company Greeting and the optional Touchtone Gate, they hear the Home node of the CCR Tree instead of the Auto Attendant menu.
While they listen to a menu callers can:
choose a menu option by pressing a single digit
transfer to an extension by entering the extension number
transfer to a mailbox by pressing * and the mailbox number
use the Company Directory by pressing #
transfer to the operator or a paging system
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