Incoming Tree Manager

Incoming Tree Management

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All the Incoming Calls regardless if they are directed to an Incoming or an IVR tree will follow the same steps:

Fundamental Concepts:

A tree is always performed in sequence starting from line 1 to line N or at the end of the communication
The line S is always performed at first (s means Start)
The operations "disconnect and send a busy signal” interrupt the communication
Once a line is associated to a type of line (for example S) you can only modify the operation not the type of line.
The line 1 2 3 4 5 6 7 8 9 0 * # identifies the sub tree that will be followed if the corresponding keys is pressed on the keypad of the telephone and if the Dtmf encode it is correctly configured
The lines t and i identify the status of (t) timeout and (i) invalid choice during typing and hold input of the caller.
The lines s-BUSY s-NOANSWER s-CHANUNAVAIL will be activated by the Go to the call status /Vai allo stato della chiamata from any step of the tree. They are generally used right before or after having dialled the extension number to identify whether the user called is busy or not available.

Add, change and delete component of the Tree:

To Add, Change or Delete the components of a Tree click on the relative buttons

Remember, you can only change the operation of the components but not the position of the line (number); which you can change by clicking on the UP and Down buttons and the type of line (not changeable).

Click on the appropriate button to confirm the changes

Save the Rescue Point as described in the "Saving Rescue Point " section. We recommend that you insert a description of the changes,

(Example, “Tree component changed“)

Functions of the Tree:

Answer the call

The Station answers the call, from now on the caller is charged for the call.

This is an essential operation before the activation of the Audio messages such as the Audio Announcements or the Welcome messages because only by answering the call can the audio flow be direct to the caller.

Before answering the Station is able to direct the call depending on the time schedule, the number, the group, etc.

Play no stop Audio Message (audio file from Ringtones)

Play Audio Message with user stop (audio file from Ringtones)

It plays a “no stop” audio file, so that the caller cannot stop the announcement.

The audio file must be sent to the station first and saved in the Audio Announcements Management menu.

There is also a "Play Audio Announcement with user stop" function; it allows the caller to interrupt the announcement by dialling a button on the telephone.

Example:

The Tree performs the following actions:

s-1 Answer the call

s-2 Play no stop Announcement

(Welcome, dial 1 for the technical area or 2 for the commercial area)

1-1 Call extension 8231

2-1 Call extension 8332

The caller will listen to your Welcome announcement that invites him to dial 1 or 2.

By dialling those numbers the call will be redirect to the intended extensions.

Hold (Seconds)

The call is put on hold for N seconds during which the line is silent.

It is usually used at the beginning of a call to give the telephone stations time to correctly open the audio channel for both the callee and the caller, if not you would miss the very first part of the audio announcement.

Example:

s-1 Answer the call

s-2 Hold (1 sec)

s-2 Play a no stop Audio message

(Welcome, dial 1 for the technical area or 2 for the commercial area)

Call external number (Number - Provider - Second)

Forwards the call to an external number through the selected provider.

The station will wait N second before the external number called is answered.

When those seconds have passed the tree it continues with the following action.

Example:

s-1 Answer the call

s-2 Call external number (0281234567 - Sip1Provider - 120 Sec)

s-3 Call external number (06123901 - ISDN1Card - 30 Sec)

s-4 Send busy signal

After answering the call the tree tries to connect the external number with the number 029123456 through the ProviderSip1.

The operation last 120 Seconds after which the tree proceeds and calls the number 06123901 for 30 Seconds.

It disconnects the number called and sends a busy signal.

Call a group of telephones (Ringtones groups - Seconds)

The station forwards the call to a group of telephone called Ringtones Groups and makes them ring for N seconds.

The first telephone answering the call interrupts the tree and takes the call.

If within the desired time there is no answer the tree continues.

Call an internal number (Number - Seconds)

The station calls an internal number for N seconds.

If within the desired time there is no answer the tree continues.

Send a busy signal

Send to the caller a busy call and disconnect the call, interrupting the tree.

Go to line (Number of line)

Go to line N of this tree and to this type of line.

It’s used to skip some lines of the tree or to direct the call to another line.

Example:

s-1 Answer the call

s-2 Go to line 4

s-3 Call an external number (06123901 - ISDN1Card - 30 Sec)

s-4 Send a busy signal

In this case the caller will hear a busy signal because line 2 redirects the tree to line 4 bypassing line 3.

It can be used in lines other then S (1 2 3 4 5 6 7 8 9 0 # t i etc.).

Go to Start

Go to line s-1 of this tree.

Go to the passing selection

It sends the call to the list of extensions and connects with the called number (see Incoming and Outgoing Calls Template to understand what a Passing selection is)

This function is useful to detect a call before the Passing Selection, for example, to reproduce an Audio Message.

Example:

s-1 Answer the call

s-2 Play a no stop Audio Message

Welcome to our office. You are going to be connected with the extension required

s-3 Go to the Passing Selection

The caller calls a number in the passing selection on your station (ex 061234 8213 ) where 8213 is the extension and 061234 is the root.

The caller will listen to the message “Welcome to our office. You are going to be connected with the extension required”.

The tree continues calling the extension 8213.

Check the date and go to line (Date and time – Number of line)

If the date or the time corresponds to that set up the tree bypasses the indicated line.

It is useful to follow a command depending on the time, the day, the month.

Example:

s-1 If the time/day/month is this go to line 3 (09:00-18:00 Mon-Sat)

s-2 Call an external number (0281234567 - Sip1Provider - 120 Sec)

s-3 Call an external number (06123901 - ISDN1Card - 30 Sec)

s-4 Send a busy signal

If when the call arrives it is between 9 am and 18 pm between Monday and Saturday it bypasses line 3 and calls the number 06123901. Otherwise it calls the number 0281234567 and the number 06123901 for the programmed seconds.

It is possible to program more then one cascading timeframe to create complex condition as below:

s-1 If the time/day/month is this go to line 3 (09:00-13:00 Mon-Sat)

s-2 If the time/day/month is this go to line 4 (14:00-18:00 Mon-Sat)

s-3 Send a busy signal

s-4 Call an external number (06123901 - ISDN1Card - 30 Sec)

You can see from the example that if the time in line 1 it isn’t true, for example it is 13:30 or 16:00 it checks line 2.

If also this one isn’t true the tree will send a busy signal.

If one of the two conditions is true the external number 06123901 will be called.

Maximum hold lapse of time within selected number (Seconds)

Maximum dialling time (Seconds)

They are the lapse of time that the station waits to dial the caller number and the total hold time during the dialling.

Example:

s-1 Answer the call

s-2 Play Voice message (Dial the secret code)

s-3 Maximum hold lapse of time within the numbers (2)

s-4 Maximum hold time to dial (10)

s-5 Ask for input

The caller will hear the voice message "Dial the secret code", it will have 10 seconds to dial it, and the pause between the numbers must not be more then 2 seconds.

If the caller takes too long the tree skips to line T and performs that tree.

If the line type T doesn’t have a sequence tree the call will be redirect to the state s-1.

Put in queue (Queue - seconds)

The station puts the call in queue for N seconds.

Notice that the set up parameters of the queue beat the set up seconds.

Go to the IVR (Ivr)

The tree redirects on a determined IVR so that the current tree is left and it starts the execution of the IVR tree.

Go to the calls status

You should use this parameter at the end of both a call directed to an internal o to an external number. It is useful for forwarding the call to a status to be created in the tree (S-BUSY S-NO ANSWER S-CHANUNAVAIL etc).

If this command is not present the tree precedes the routine ignoring the status of the call.

Example:

s-1 Call an extension (8585 - 120 Sec)

s-2 Go to the call status

s-BUSY-1 Play a no stop Audio message

(The extension required is temporary busy)

s-BUSY-2 Send a busy signal

s-NOANSWER-1 Leave a message at the Voice mailbox of following number (8585)

s-CHANUNAVAIL-1 Leave a message at the Vocal box of following number (8585)

In this case the station will try to call the extension 8585.

If the extension is busy an Audio message will tell you so and it will send a busy signal.

If the extension doesn’t answer within 120 seconds or the extension is disconnected or not available it will ask you to leave a message at the Voice mailbox of the extension 8585.

Leave a message at the Voicemail of the following extension (Internal)

It allows the caller to leave a message at the Voicemail of the indicated extension.

Enter the management of the voice mailbox

It allows the caller to enter the management of the Voicemail.

This function is useful for hearing the messages in voicemail.

If you want to give a specific number for the voicemail management in the station you need to create an IVR with a line dedicated to that number.

Example:

s-1 Answer the call

s-2 Enter the management of the voice mailbox

The caller will listen to the voicemail guide asking to dial the extension and the password to enter and manage the Voicemail (Listen to the messages and customize it).

Search the caller in the address book

This function is useful only if you are using the NBlade/Gcube address book.

When this line is performed the system will search the number in the address book, if it finds it will send the information of the caller to the telephone (if the telephone supports it).

Example:

s-1 Search the caller in the address book

s-2 Call the extension (8112)

The number of the caller is 061234, in the address book it appears as Mario Rossi.

When line 1 is performed instead of the number 061234 Mario Rossi will appear.

The extension 8112 rings and I will see the name Mario Rossi on the display in place of 061234.

If the caller is in the address book go to the IVR (Ivr)

This function is useful only if you are using the NBlade/Gcube address book.

When this line is performed the system will search the number in the address book, if it finds it the tree will be aborted and the new selected tree (ivr) will be executed.

If the number is not in the address book the tree proceeds with the next command.

If the caller is in the address book and in the group go to the (Ivr - group)

This function is useful only if you are using the NBlade/Gcube address book.

When this line is performed the system will search in the address book. If it finds it and the number is in the specified group, the tree will be aborted and the new selected tree (ivr) will be executed.

If the number is not in the address book the tree proceeds with the next command.

Put the call on hold (Seconds)

The station puts the caller on hold for N seconds while playing the Hold music (see music hold management).

Cut off the connection

The station interrupts the flow of the tree and closes the connection.

Ask for an input; if it matches go to the IVR (Input - Ivr)

The station waits for the user to dial a code followed by the digit # (pound sign).

If the input dialled matches to the one set up, the current tree aborts and the IVR tree is executed.

s-1 Answer the call

s-2 Play the ASuona fonia (Dial secret code)

s-3 Max time allowed between numbers (2)

s-4 Max wait time (10)