Call routing on BCM 450

[ratiotech]

Hi all,

At the risk of double posting (I can't find my previous post) I'm submitting my question again.

I have a brand new installation BCM450. The system has an expansion module. There are two DTI/PRI cards. The first one in the main case is connected to an incoming T1 circuit. This PRI is in BlocB (BlockA is reserved for VoIP trunks.) The second PRI (BlocC) is in the expansion case and is connected to a proprietary telephone system (a glorified ACD box.) They are set to talk to each other over DSM100. The second PRI is installed correctly and communicating with the ACD system over a T1 crossover cable (tested from the ACD system with a utility that software provides.)

The problem I'm having is routing an incoming call to the second PRI so the ACD box can answer the call. The call is always to a same DID (only one.) How do setup routing for incoming calls and have the BCM forward/redirect calls to that line (from outside) to the second PRI for the ACD system to act upon?

Any help would be greatly appreciated. Let me know if I can provide more info.

Thanks.

 

[cook1082]

That would be controlled by the Telco on what pipe/channel the comes in on. How do calls get to the ACD. Usually it could have dialogic cards in it so would see a phone for a DN to send it to but since it is a pri How would it answer?

 

[BEBE323]

If you are using the Contact Center feature in your BCM 450, you would have to launch Call Pilot manager and go to line answering and select the target line for that specific acd group.

 

[ratiotech]

We are not using Contact Center. The system we have is like Contact Center though.

cook1082: I doubt it would be controlled by telco. DID ranges are assigned to us and once I call the number it comes across the T1 and the BCM answers it.

More generally speaking I need to know how to route incoming calls (based on CLID) as they come in to the BCM. All I've seen in the BEM so far is how to route outgoing calls based on digits pressed, but nothing about how to handle incoming calls.

We used to have this system setup on Option 11C (we recently moved and did not take it with us), and the principle was the same: two PRI cards, one for the incoming T1, and one for the ACD system. Option 11C would have a route setup for the incoming number to pipe it to the second PRI card. Then the ACD system would take care of it once it saw it coming through on the PRI to which it was connected. Hope this further clears things up.

 

[ratiotech]

So I have figured out that the routing of calls (whether incoming or outgoing) is controlled from Configuration > Telephony >Dialing Plan > Routing (originally I thought that was just for dialing out). I just can't figure out how to setup the routes. If there is anyone out there that can shed some light on how to configure dialling routes, I would appreciate all the help I can get.

 

[rlsabin]

I would suspect that you would have to build a destination code which matches your received digits the destination code
would then point to a route which would access your desired PRI Bloc and dial whatever digits the ACD system is looking for. Alternatively you could simply have a phone that is programmed to forward to your ACD box via a defined destination code then map your target line to that set.


Rick

 

[ratiotech]

Rick - thanks for the post. I was trying to build a destination code made up of the 7 digits of the phone number but get error "User input contains invalid value." How do I go about setting up a destination code for a number i.e. 123-555-1234 and then point it to go to BlocC?

 

[rlsabin]

How many digits is Telco sending you? usually its 3 or 4 digits but could be more. Lets say your DID is 509-555-1234
and Telco is sending you four digits, your destination code
would be 1234 this would point to a route that utilized your
PRI Bloc that is dedicated to your ACD box and dialed whatever
set of digits the ACD was looking for. As I stated before it may be easier to have a phone that does nothing but forward calls into your ACD box. In this case you would map out your
1234 received digits to a target line then assign the target line to the forwarding phone and set the phone to forward to a destination on your ACD box.

Rick

 

[ratiotech]

When you say, how many digits is the telco sendig - is that the same as CLID? In either case, I can't seem to add neither 1234 as a destination code, nor 5551234, on 5095551234. I get an error for invalid entry each time. That's what's annoying about this is that I can't set a destination code for the digits in the incoming CLID.

Like I said, I'm not a phone tech and this BCM 450 is new to me (I used to hack my way around the Option 11C, but even then it wasn't me who set this up the last time.)

Does it matter that I do have a DN set for 1234? Is that what's preventing me from entering a destination code with the DN digits? Can you explain what I can try in a step by step way?