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Edit Number Routing

A routing plan is used to set up how calls are processed and distributed within TENIOS. Simply line up different routing blocks and these will be sequentially executed on incoming calls. A routing plan has a general section, where a description can be entered and, if required, advanced options can be set.

Advanced options for your number-routing

Settings HTTPS-Post
With HTTPS-Post Requests it is possible to integrate external systems, e.g. to implement a counting of calls or reporting on other systems. 
All URL fields should explicitly have the prefix “https:// ” .

 

Post on routingplan start If this option is checked, every time a call enters the routing plan, a post request is sent to the entered URL.
Post after each block If this option is checked, a post request is sent to the entered URL after each block.
Post on end / call hangup If this option is checked, a post request is sent to the entered URL in the end of a routing plan, e.g. after the last block has been executed or if the call is hung up during routing plan execution
Post on intiate call forward If this option is selected, an HTTPS post request will be sent to the entered URL if call forwarding is initiated.
Post on call forward answer If this option is selected, an HTTPS post request will be sent to the entered URL if call forwarding is accepted.

Please find more information on HTTPS-post requests here.

Settings Holiday Profiles

You can define your own public holiday profiles in the submenu. In the standard case, the public holidays (nationwide) in Germany are taken as a basis for scheduling. You can change this using the public holiday profiles.

 

 

 

Settings Call Options

The option “Early-Media” mode is available for announcements which are selected as the first destination in routing. The greeting is played during call signaling. The setting “Use phone number as caller identification” is relevant for customers who want to get informatiion about the source of the call before accepting it. Instead of the caller’s number, TENIOS displays the dialed number (e. g. 0800) at the destination connection.

 

 

Settings Routing Orders

This advanced scheduling option allows you to save routing orders within the TENIOS Cloud Communications portal. The routing of the phone number is automatically changed at the appropriate time. This function is relevant especially for special events, promotions or campaigns as well as for holidays. By clicking “Save as routing job”, these settings are stored as a new routing order. The routing is not changed, the order is activated at the selected date.

 

 

Overview of routing blocks

Within a routing plan, the following blocks are available:

Announcement

Announcement

This block plays an announcement. Several standard announcements are provided by default by the system. Furthermore under the menu option Setup->Announcements, it is possible to upload custom announcements. After the upload, those announcements will also appear in the combo box where you can select announcements in several blocks. The formats WAV and MP3 are supported in various sampling rates.

 

 
Early Media Mode
With Early Media you can play announcements before the call is connected and the billing of the call starts. This concept is comparable with a ring tone during the setup phase of a call. In this case media is played back, before the billing of the call starts with the connection.

Call Forward

Call Forward

This block offers the ability to forward a call. It is possible to define if the destinations should be called in sequential or parallel order.

In sequential mode, every destination is called until the defined timeout is reached. If the call is not answered, the next destination will be called. If a call is answered, the call gets connected and no more destinations will be called. If none of the configured destinations gets connected, the block ends.

In parallel mode, all destinations are called simultaneously. Unlike in the sequential forwarding mode, only one timeout can be configured, which is valid for all destinations. As soon as a destination gets answered, the call is connected to the destination. All other calls are cancelled. If no destination is answered, the call ends like in sequential mode and the routingplan continues with the next block.

 

 

It is possible to configure different types of destinations:
Destination number A phone number in the public switched telephone network (PSTN) which should be entered in international format (e.g. +44221). If the number is entered in national format with leading 0, the system assumes the number as a German number, and replaced the leading zero by the international prefix +49.
SIP-Account A SIP-Account configured within this TENIOS account. A user can register e.g. with a softphone to this account to receive calls.
SIP-Trunk A SIP-Trunk, which is e.g. connected with a IP-PBX.
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Percentage-Routing

Percentage-Routing

This block can be used to forward calls with a specific percentage to the configured destination numbers. If a destination is not reachable, the call will be forwarded to the next destination number in the configuration.

Voicemail / Mailbox

Voicemail / Mailbox

This block records a voicemail and sends it to the specified email address. The voicemail will be attached as an audio file in MP3 format to the email. 

 

 

NOTICE: This block only records the voicemail, if you want to play an announcement before the recording, please insert an announcement block before.

DTMF-Menu

DTMF-Menu

You can use a routing plan with a selection menu to prequalify a call before forwarding. It offers the possibility of using the input menu on the telephone to play the call directly to the corresponding destination, a specific routing plan or an announcement.

The destination can be 

  • an announcement
  • a Destination Number
  • a SIP Account
  • a SIP Trunk options
  • or a named routing plan

If the option announcement is selected, it is possible to select an announcement that will be played back, similar to the announcement block.

 

 

Allow speech input (ASR)
If the checkbox is activated it is also possible to recognize a voice input. The speech recognition is started after the announcement has been played. Using the input menue on the telephone and voice input can not be combined. For using the speech input please choose the ASR Provider – Google or Microsoft – and the ASR language.

 

In addition, the following parameters can be configured:

IVR Menu Announcement An announcement which is played back at the beginning of the DTMF Menu block. This usually is an announcement that describes the available choices in the DTMF menu.
Repeat IVR Menu Announcement An announcement which is played if no input is made.
Announcement invalid input An announcement which is played if an invalid input via the telephone keyboard is done.
Default Destination The destination which is called or an announcement which is played, if an error occurs at the selected destination.
Timeout Timeout in seconds, after the execution finishes and the routing plan continues with the next block.

Call Queue

Call Queue Block

This block represents a call queue. Similar to the call forwarding block, destinations can be configured and the timeout can be defined (5 seconds steps). Unlike the call forwarding block where the caller hears a ring tone during the call is bridged, it is possible to play music on hold and several announcements during the waiting time.

 

Here are all available options in detail:
Destinations As destinations, the options Destination number, SIP Account, and SIP Trunk are available, similar to the call forwarding block.
Intro Announcement An announcement, which is played once at the beginning of the block.
Main queue announcement An announcement that is played and repeated after a configured pause.
Pause between repetitions The pause in seconds which is in between playing the main announcement.
Limit the number of repetitions (optional) The play back of the main queue can be limited to a maximum number of repetitions. verbunden ist.
MOH announcement An announcement with music on hold which is played back between the other announcements.
Outro announcement (optional) An announcement which is played back before a call leaves the call queue.
Timeout Defines the timeout of the call forwarding.
Call Queue Timeout The total timeout of the call queue in seconds. When the timeout is reached, the call queue block ends and the routing plan continues with the next step.

 

Email / call notification

Email Block / call notification

This block allows to send out an email from a routing plan.

 

 

Email Target email address, to which the email should be sent.
Subject Subject of the email
Body A SIP-Trunk, which is e.g. connected with a IP-PBX.
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API Routing Control

API Routing Control Block

This block allows to transmit the call control to an external system.

Call Control API

 

For details on how to implement call control on external systems, please refer to the API documentation. 

Call Recording

Call-Recording Block

This block activates the recording of a call. 

In general, you are required by law to inform a caller about recording the conversation. In this block you can define an announcement, which informs the caller that the call is recorded e.g. for training purposes. If the caller does not agree to record the call, he can object to the recording by pressing the configured DTMF key.

Collect-Digits (DTMF entry)

Collect-Digits Block (DTMF entry)

Within your call routing, you can implement the input of numbers / number combinations. For example this is used to query customer numbers, PINs, TANs or processing/ticket numbers. The digits are entered as DTMF on the telephone’s keyboard. By activating the button also speech input can be allowed. The entries are transferred to your system via API.

 

 
Announcement An announcement which is played before the digits are entered, like “Please enter your customer number”.
Error Announcement An announcement which is played back when an error occurs.
Variable The name of the variable where the entered digits are stored. This variable is included in the parameters within an HTTPS post (see advanced options) or when calling the API Routing Control Block. NOTE: The prefix collected_ will be added to the variable name to avoid conflicts with other system variable names.
Allow speech input  Enables speech input if activated. Speech recognition only starts after the announcement has been fully played. Entries via keyboard are already possible during the announcement. Speech and DTMF input cannot be mixed in one try (i.e. you can’t speak a few digits and input the remaining digits via DTMF). The speech recognition is deactivated as soon as at least one digit has been entered via keyboard.
ASR Language The language that should be recognized.
ASR Provider The provider which is used for speech recognition.
Min. Digits The minimum number of digits which must be entered an input to be valid.
Max. Digits The maximum number of digits which can be entered.
Terminator Character with which the caller can terminate the input.
Max. Tries The maximum number of tries to repeat the input.
Timeout Time after which the input request will be repeated.

Collect Speech

Collect Speech

For routing or documentation reasons, it can be useful to automatically query customer data such as a request or a customer number in telephone service. This block enables customer data to be entered by voice input, analyzed and saved for further processing.
TENIOS optimized the routing feature of the collect speech block by using ASR technology. The customer can define the datatype of the voice input. By a clear definition of the datatype (e.g. number, name, address) the rate of recognition increases.
ASR-Provider The provider which is used for speech recognition.
ASR Language The language that should be recognized.
Initial Announcement The announcement that is played at the beginning.
Ansage keine Spracheingabe The announcement that is played when no input is entered.
Variable The name of the variable that is to be stored.
Max. Tries The number of maximum tries can be defined here.
Datatype The datatype of the voice input can be defined here.

Routing plan

Routing plan

Within your number routing you are able to integrate another routing plan. You have two possibilities of integration:

  1. You can select predefined routing plans. In order to do this, please save the plan in the menu item “Routing plans” first. The contents of the routing plan are displayed again.
  2. You can create a new routing plan and edit it directly within your number routing. For this case please select Named Routingplan > Create new.

By including call destinations, announcements and routing plan, you can create complex routings.

 

Hangup

Hangup

This block can be used to disconnect a call for a specific reason.

 

Automatic-Speech-Recognition

Automatic-Speech-Recognition (ASR) Block

This block allows to do routing via Automatic-Speech-Recognition (ASR). With ASR you can configure as many announcement loops as required, which forward the customer to the desired information as quickly as possible.

For integrating ASR into your call routing, please follow the steps below

  • Choose the block “ASR” the dropdown menu
  • Enter the keywords* in the desired language
  • For each keyword an action can be defined. You can choose between an announcement, a destination number, a SIP-Account, a SIP-Trunk or another routing plan

 

 

 

To provide the caller with instructions, you can add an ASR greeting text. For example: “Do you have a question concerning an invoice or another topic?” So you could create a routing according to the keywords “invoice” and “other topic”.

Furthermore, you can select announcements for the case of a missing or incorrect input. If a timeout occurs, the “standard action” which is set is applied. The timeout duration is freely selectable.

 

Keyword A word that should be recognized in the speech input to trigger a specific action.*
Announcement An announcement which is played after the voice input is made. (e.g.: “Please hold the line, one of our support agents will answer your call as soon as possible.”)
Destination Number A phone number in the public switched telephone network (PSTN) which should be entered in international format (e.g. +44221). If the number is entered in national format with leading 0, the system assumes the number as a German number and replaced the leading zero by the international prefix +49.
SIP Account Forward the call to a SIP Account configured within this TENIOS account. A user can register e.g. with a softphone to this  account to receive calls
SIP Trunk Forward the call to SIP Trunk, which is e.g. connected with a IP-PBX
ASR Provider The provider which is used for speech recognition.
ASR Language The language that should be recognized.
Named routing plan Forward the call to a predefined routing plan.
ASR Menu announcement The announcement, which is played once at the beginning of the block.
Missing input announcement An announcement that is played when no input is done.
Invalid input announcement The announcement which is played back when an invalid input is made
Default action The announcement which is played back when the block timeout or a call error occurs.
Timeout Time after which the input request will be repeated. It should be minimum 30 sec.

*Note to keywords

A comma-separated list of words could also be used here. Afterwards, the keywords are evaluated with an “OR” logic: “Keyword A ” OR “Keyword B”. The corresponding action is executed if one of the keywords in the row matches. A keyword can also consist of a term with several words separated by a blank, e.g. “invoice online”.

Here even complete sentences could be used as keywords, e.g. “I want to see my invoice”. Note that this could result in a low recognition rate, as the user would have to say the sentences exactly as they were written.

Learn more about ASR.    

ACD & ACD Skill

ACD Skill Block

This block allows you to assign incoming calls to an agent with the most applicable skill set. Types of skills can be configured in the Cloud PBX Menu under “ACD Skills”. Below the drop-down menu in which the skill can be selected, you can set whether it is “Desired” or “Required”.

 

RequiredDesired
If the option “Required” is activated, this means that the skill is mandatory and the interaction is only forwarded to an agent with the required skills. 
If the skill is just “Desired”, it means that if no agent has this skill, the interation will be routed to the most appropriate available agent with other skill requirements.

 

 

Say

Say Block

In order to activate the text-to-speech function within the routing plan, the user has the option of selecting the SAY block.

 

 

In contrast to the generation of audio files via the tab “Announcements”, the announcements created in the SAY block cannot be saved for further use.

If a specific word should be emphasized, SSML tags are used. SSML stands for Speech Synthesis Markup Language: The XML-based markup language contains commands that control, for example, the pitch or speaking speed of a speech output.

An overview of all available SSML tags in TENIOS Cloud Communications can be found here.

 

VoiceBot

VoiceBot Connector

See VoiceBot configuration

 

Receive Fax / Fax2Mail

Receive Fax / Fax2Mail

This block receives a fax and sends it to the specified email addresses. Please note that his block must be the first block and can be the only block in a routing plan. You can find receives faxes in the menu Fax History set with direction INBOUND.

 

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