Creating destination numbers and defining call destinations

In order to create destination numbers and use these to define call destinations, you initially create a new destination. Then click on the corresponding new destination you have created in the routing elements window so that you see its attributes in the properties window. Then specify which destination numbers a caller should be forwarded to in which situation.
In order to define a destination, first enter the destination numbers, to which the different call situations should be distributed. Use the combo boxes for this, i.e., the combined input fields, for example below “Primary phone number” or “Busy”. The combo boxes contain all the destination numbers of the routing plan that is currently active. If you use Managed Services or customized recorded announcements, the CPS names will also be displayed to you automatically in the combo boxes. If the TerminationOnOwnConnection feature is enabled for the service number, Basic routing will also be displayed to you automatically in the combo boxes, i.e , you can use service number as destination number to perform routing. In each of these combo boxes you can now enter an additional destination number that you can use for your new destination. Please note that the destination phone number can only start with 0 (as national number) or 00 (international number), i.e., it is not allowed to set the destination phone number which start with 000. You can define more than three destinations in the hunting group.

For the scenario where your primary phone number is busy, you can select up to three alternative numbers or two alternative numbers and an announcement text. If the call limit for the primary phone number is exceeded, all following calls will be routed to the overflow destination. If the overflow destination is a phone number or a CPS address and if the call limit is also exceeded there, callers will hear the following announcement “This number is currently unavailable, please call back later.” If you have entered an announcement as the overflow destination, callers will always hear the announcement that you have defined. You can define welcome announcement and end announcement. The welcome announcement is played before the setup towards the destinations is made. The end announcement is played after the call is disconnected.

There is a wide selection of standardized texts available to you for the announcement text (for examples see the annex). You can access these automatically from Customer Control. (If you wish to use customized texts that are specially tailored to your company, simply contact us via the hotline on: +49 (0)1802 130 180 (6Ct./Call from German fixed lines, max 42 Ct/min. from mobile networks)  
The “no answer” scenario occurs if a call is not connected to the primary phone number over a specific period and it is not busy. A Telekom operator defines the period for you on an individual basis; it may be between 1 and 60 seconds. 15 seconds is set as default. For this scenario you can specify up to three alternative numbers or two numbers and an announcement text that are used for forwarding.  

For your local service call numbers, you can also specify basic routing for the primary destination and alternative destinations of a destination number or an announcement text. To do this, select the “Basic routing” option in the drop-down menu instead of a global destination number. When you set basic routing, calls reach the fixed network number which has been set up as the local service call number. If the expected call volume of your service number exceeds the capacities of your destination number, you can provide each destination with a call limit. In other words, you can define the maximum number of calls you want to route to a destination in a specific period, e.g., 60 calls in 60 seconds. If more calls come in, they are routed to an overflow number which you have defined, or to an announcement. The call limit applies to the primary, “busy”, “no answer” and overflow numbers. In addition to the standard call limit, you can define a separate call limit for the overflow destination. You can choose this call limit individually and have it activated by a Telekom operator.

Finally, you can prevent direct connection to your destination numbers under “Closed user groups”. The background to this is that all destination numbers that you have specified in the routing plan for your service number will normally also continue to be reached directly. This means that callers do not dial your service number, e.g., “0180 5 xxx”, but “0228 xxx”. As a result, however, all the services of the service number, e.g., division into catchment areas, cannot be used. In order to prevent your destination numbers being dialed directly, you can secure the link between Telekom's intelligent network and your numbers. To do this, specify under “Closed user groups” how many destination numbers are to be protected. For the corresponding configuration of your destination numbers, please contact your operator.
The no-answer timer is used to control no answer on the connection of the destination.
In the logical destination node, it is allowed to define a no-answer timer per destination.
For new logical destination nodes, the no-answer timer in the SN is set as the initial value.
For a no-answer timer, it is possible to define the range between 1 and 60 seconds.
If the value of no-answer timer in the SN is changed, it only impacts on new logical destination nodes. If the no-answer timer of all logical destinations need be changed, the function “Global Replace” can be used.

::top

Set up a free queue for a destination

If you have the authorization for the feature free-Q-one and free-Q-advance, you can set up a free queue for your 0180call service number. You can configure whether a waiting queue is activated or not for the destination number.
For the scenario where your primary phone number is busy or is not answered, you can select up to three alternative numbers or two alternative numbers and an announcement text that are used for forwarding.
For the Free-Q-One, waiting queue handling is always activated (if configured) after call set-up to primary destination and hunting list. For the Free-Q-Advance, waiting queue is activated before call set-up. i.e. first play a waiting queue, then try to set-up the call to the destination and hunting list. If waiting queue is activated, then an announcement can be selected as the waiting Q announcement from the drop-down list
You can use the same queue announcement for both by enabling Activate waiting queue option or different queue announcements in each case. If a call is then received by your service number, this is first forwarded to the primary number. If this is busy or if the call is not answered there within a time period of, e.g., 15 seconds, the call is forwarded to the alternative numbers provided for this eventuality. If the alternative numbers are also busy or if the call is not answered there within the determined time period, the caller hears the queue announcement you have set. After the end of the queue announcement, the call is forwarded to the primary number again. If the primary number and the alternative numbers are still busy or if the call is still not answered here, the caller hears the queue announcement for a second time. He is then taken to the primary number again. Callers are switched between attempts to connect to the primary and alternative numbers and the queue announcements until the call is answered by one of the destination telephone numbers, the caller hangs up or the network operator of the caller disconnects the call after a maximum of 120 seconds. Until a call is connected to one of your destination numbers, you or the caller do not incur any call charges, i.e., the duration of the queue is free of charge for you and the caller. With free-Q-one, you can use both standard Telekom queue announcements as well as customized queue announcements.
Please note that free-Q-one is not available for Local Service Call and freecall 0800.

::top

Searching for, modifying or replacing destination numbers

In active routing plans you can replace one destination number with another. You open the relevant dialog window via the menu option “Edit” – “Find”. You can initially search for a routing element there, e.g., for a destination number. In the relevant dialog window, click on “Destination Number in Destinations” and then enter the exact destination number that you are looking for, e.g., 0600587832, in the input window in the top right-hand corner. Clicking on the Search button results in the destinations that contain the destination number you are searching for being displayed in the output window in the bottom right-hand corner.
If you wish to replace a destination number, call up the relevant dialog window. If you click on “Global Replace”, the old destination number is globally replaced with the new one in all the places where it is used in the active routing plan (and only there). You cannot use the “Replace” option for individual destination numbers, only for “whole” elements such as destinations.

::top