How to route a toll free inbound number from the US to Inida

[crosstalker13]

I work for an inbound call center that has 3 toll free numbers that are routed to us from another client located in several states away. I need to get a better understanding as to how I can re-route these 3 toll free lines to a call center office located in India between the hours of (12am - 6am) 7 days a week. These 3 toll free numbers belong to a particular client of ours and we do not own them, the client does. Make sense? I'm thinking that the owner of the toll free numbers (the client) will have to contact the service provider and arrange for the numbers to be rerouted over to the India call center during these hours. Can someone please confirm and tell me if I'm on the right track?



Thank You!

crosstalker13

 

[4merAvaya]

Who ownes the call center in India: you or the client?

If you have vectoring enabled on your switch you can do a 'route-to' and send the call to India using your trunks.

If the India call center reps have LAN access to your PBX they could login using IP Agent/One-X Agent.

Kevin

 

[crosstalker13]

Kevin,

Thanks for responsding! Here is the issue.

We own a inbound call center in Texas. We have a particular client in California who does business with us and they recently started outsourcing these 3 toll free numbers (calls) to our Texas inbound call center. The problem is that these calls are sent to the Texas location every day from 7AM - Midnight. They are asking me to route them off shore to a 3rd party source in India from Midnight to 7AM. I always thought whoever owned the toll free numbers would have to do the routing rather than one of the receivers. Also, my other question is about your response to route to command. I do use vectors in our Avaya PBX. If I were to use this command and route over our trunks, wouldn't this cost us via the outbound charges? I'm trying to eliminate any outbound charges or at least as much as possible. Your thoughts?

Thank you!

 

[4merAvaya]

Yes, if the calls tandem through your switch you get to pay. The carrier of the toll-free numbers may be able to offer time-of-day routing. I'm not sure about International though.

Kevin

 

[crosstalker13]

So should I just have the owner of these 3 numbers contact their provider and have them route the calls instead of trying to mess with it myself via the route command or does it really matter in this case? I guess I'm asking is if the owner can contact Verizon and have these numbers rerouted to India during the time list above, the calls shouldn't go through out trunks, since this call center will actually be closed during that time.

 

[DAVIDPAYNE]

If you do not own the toll free number in this case then yes, the owner would have to request this function from there carrier. If this had been one of your call centers in India, and there where part of your voice network, then you could have routed them through you network. But that does not sound like that is the case. So have the owner of the Toll Free arrange this with there carrier.