Managing Call Distributions

Note	The features and/or parameters listed in this article may not be available from your telephone service provider.

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Introduction

Call distributions are used to allow incoming calls to be forwarded to telephones or other destinations, such as:

• National or intentional telephone numbers
• vPBX internal telephone numbers
• VoiceMail Box
• Announcements with or without interactive user guidance IVR

The call distribution can be controlled in time:

• Time delayed
• Only at certain times of the day
• Only on certain weekdays

With the flexible configuration options group calls, ring calls, etc. can be realized.

Call Distribution

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General Characteristics of a Call Distribution

The "Call Distribution" feature allows incoming calls to be routed to other telephones or other destinations.

Note	Especially for professional applications the goal shall be that no call remains unanswered!

A call distribution is characterized as follows:

1. A call distribution can be assigned to each telephone number.

2. There is no need for a VoIP device to register on the telephone number in order that a call distribution is carried out.

3. Each call distribution of a vPBX has its own internal vPBX telephone number. Thus, a call distribution can be directly called and it can also be a destination of another call distribution.

4. A call distribution can have any number of call distribution elements. Each call distribution element contains a destination and the conditions so that the forwarding is executed on this destination.

5. A call distributing element contains all the configurations for forwarding to a destination:

   * Type of the destination :

   * National, international, or vPBX internal telephone number

   * VoiceMail Box

   * Announcement with or without interactive user guidance IVR

   * After which time delay to call the new destination

   * What shall happen with the still ringing telephones of these and previous invoked distributions of this call:

   • Continue ringing
   • Stop the ringing

   * What shall happen with all forwarding of the new destination:

   • Execute if available
   • Do not execute

6. A subscriber who is a part in one or more call distributions can suspend its telephone number in a certain or all distributions.

7. A call distribution element can be time-controlled when active:

   • During the day (from - to)
   • On which weekdays (Mon - Fri)

8. The call distribution in a vPBX can be switched to a [[#FeatureDistributionNormalDayWeekend | call distribution scheme "Normal/Night/Weekend".

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Suspend from Call Distributions

In the AdminCenter the user can be suspended from a call distributions by setting "State" to "suspend".

The user can suspend himself with the *#-stimulus-procedure "Service 49":

Service 49 Turn on or off call distribution:	*#-Code:	Remark:
Temporarily turn off this number in the call distribution:	*49(*)<NUMBER_DIST>	<NUMBER_DIST>: Telephone number of the dist. group
Turn on this number in the call distribution:	#49(*)<NUMBER_DIST>
Temporarily turn off this number in all distribution groups:	*49
Turn on this number in all distribution groups:	#49

The provider may have defined another *#-code for this service. Check at your provider for the valid *#-code!

Example:

A supporter cannot take any calls, and therefore wants to remove himself from the call distribution 11 temporarily.

The supporter dials on his telephone:

*4911

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The vPBX Call Distribution Scheme "Normal/Night/Weekend"

With the feature vPBX Distribution Scheme "Normal/Night/Weekend" all distributions of a vPBX can be forced to their behavior as at 24:00 of the given day ("Night") or 24:00 of the next Sunday ("Weekend").

This can be useful if for example all employees leave their offices at ten o'clock. The secretary switches the vPBX to "Night" call distribution. Or there are two holidays (Thursday and Friday), so the secretary switches the vPBX to "Weekend" call distribution.

"Normal" :

The vPBX uses the distributions of the given day time.

"Night" :

The vPBX forwards incoming calls according the distributions which will be active at 24:00 of the given day. The "Night" distribution is switched off automatically at 00:00 of the next day (resp. the distributions at 00:00 become active).

"Weekend" :

The vPBX forwards incoming calls according the distributions which will be active at 24:00 of the next Sunday. The "Weekend" distribution is switched off automatically at 00:00 of the next Monday (resp. the distributions at 00:00 of the next Monday become active).

In the AdminCenter the vPBX Administrator can change the call distributions scheme by modifying "Distribution Scheme "Normal/Night/Weekend" .

Any internal user of a vPBX can change the distribution scheme "Normal/Night/Weekend" with the *#-stimulus-procedure "Service 980":

Service 980 Call distribution normal/night/weekend:	*#-Code:	Remark:
Activate the "Normal" call distribution:	*980	Activated weekend call distributions are deactivated prematurely.
Activate the "Night" call distribution:	*981
Activate the "Weekend" call distribution:	*982

The provider may have defined another *#-code for this service. Check at your provider for the valid *#-code!

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Examples of Call Distributions

Best Practice

Do: Use simple "waterfall" schemes Don't Do: No "cyclical" invocations of distributions No concurrent distribution and call forwarding on the same telephone number

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Distribution for a Private Telephone Number

Aim of this distribution:

• During the working days forward to the office telephone:

• Mon – Fri 08:00 – 17:30
• 14 sec delayed

• Always forward to the mobile phone:

• 20 sec delayed

• Always forward to the VoiceMail Box:

• 30 sec delayed
• All previous destinations stop ringing

Scheme:

Configuration in the AdminCenter:

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Distribution for a Support Group

Aim of this distribution:

• During the working days forward to the supporter numbers 31 and 32:

• Mon – Fri 08:00 – 12:00, 13:00 - 17:30
• 0 sec delayed

• During the working days forward to the supporter number 33:

• Mon – Fri 08:00 – 12:00, 13:00 - 17:30
• 14 sec delayed

• During the working days forward to the secretary number 11:

• Mon – Fri 08:00 – 12:00, 13:00 - 17:30
• 25 sec delayed

• During all other tines always forward to the VoiceMail Box of 40:

• 45 sec delayed
• All previous destinations stop ringing

Hint:

The distribution behavior is used that when no other call element is active, e.g. in the night or weekend, the delay of 45 sec is automatically shortened to 0 sec.

Scheme:

Configuration in the AdminCenter:

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Distribution for a Cyclical Group Call

Aim of this distribution:

• The telephone of number 31, 32, 33, 34 shall be invoked cyclically:

• 10 sec delay between the invocations
• All previous destinations stop ringing

Scheme:

Configuration in the AdminCenter:

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Configuration

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Where to Configure this Feature

As vPBX administrator:

Tab "PBX"

Tab "Subscriber xx"

Tab "Distribution"

As subscriber:

Tab "Distribution"

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Creating, Modifying and Deleting a Distribution Element

Create a new distribution element:

1. Click Button [ + Add ]
2. A dialog pops up where the following parameters can be configured:

   • Define a function describing "Name" .
   • Define the "Destination"
   • Define the "Delay" until the destination is called .
   • Define if the "Other Phones" shall continue with ringing.
   • Define if following "Call Forward" shall be executed
   • Define with "State" if the distribution element is active at all.
   • Define at which "Day Time" the distribution element is active.
   • Define at which "Week Days" the distribution element is active.

3. For saving the configurations click the Button [ Save ]

Modify an existing distribution element:

1. Click the row of the desired distribution element
2. Modify the desired parameter
3. For saving the configurations click the Button [ Save ]

Delete a distribution element:

1. Click the waste icon at the end of the row of the desired distribution element

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Configuration of a Distribution Element

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Define a Name

The call distribution element can have any Name. It serves to describe the task of the call distribution element.

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Define the Destination

As possible destinations of a call distribution element can be selected:

1. "Number":

   The call will be routed to the configured destination number.

   The destination number can be any telephone number, e.g. public telephone numbers, internal vPBX telephone number. If the distribution has an vPBX internal number then don't forget to add prefix , e.g. "0").

2. "VoiceMail":

   The call will be routed to the VoiceMail Box of this number. The feature VoiceMail Box must be activated so that it can be selected.

3. "Announcement":

   The call will be routed to the selected announcement. You can select the announcements made for this telephone number.

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Delayed Forwarding to the Destination

The call forwarding to the destination can be delayed:

• The delay specifies how many seconds the routing shall be delayed.
• The time measurement starts when this call distribution was invoked.

Example for calculating the delay:

As a rule of thumb, a telephone rings once every 4 seconds. When the routing shall be started after four times of ringing, the delay is calculated as follows:

4 rings x 4 sec + 2 sec reserve = 18 sec delay

Note	If the destination is a telephone number and no VoIP device is registered to the number, the delay is not carried out unless the destination has its own call distribution!

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Limiting by the System-Wide Ring Back Time

The telephone switch and vPBX has a system-wide maximum ring-back time, which determines how long telephones may ring on an incoming call. This max. ring-back time prevents telephones from "ringing infinitely". By default, the max. ring-back time is set to 120 seconds.

The max. ring-back time restricts the accumulated delay time since the incoming call to the last possible destination:

Note	Consult the vPBX administrator or provider for information of the max. ring-back time.

The restriction by the max. ring-back time can be bypassed by creating a call distribution on an announcement. The announcement should contain a "Restart" whose duration is less than the max. ring-back time.

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Already Ringing Telephones Stop or Continue Ringing

Define if other already ringing telephones of this or previously invoked distributions shall continue with ringing:

• Stop all already ringing telephones
• All ringing telephones continue with ringing

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Stop Forwarding of the New Destination

The parameter "Call Forward" defines if call forwards and call distributions of the new destination shall be executed or not:

• "possible"

Forwarding, if any, of the new destination are executed.

• "not possible"

Forwarding of the new destination are not executed.

Example:

The supporter "31" has the internal vPBX number 31 and is also a member of the call distribution "Support". The supporter has also a direct dialing in telephone number and configured "private" call forwards on the internal telephone number 31.

Now, if a call arrives at the support group, then it is not desired that the "private" call forwards of supporter "31" are executed for the supporter group routing.

→ The solution is that in the call distribution element to supporter "31" the "Call Forward" is configured to "not possible".

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Disable the Distribution Element

The call distribution element can be disabled by parameter "State":

* "suspended"

The call distribution element will not be executed.

* "active"

The call distribution element is executed.

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Schedule for Distribution Elements

It is possible to define at which times and/or weekdays a distribution element should be executed. This determines when a destination number is to be reached.

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Schedule for Day Times

With the configuration of day times it will be defined at which times the call distribution element is active:

• "From"  -  "To"

• If no times are configured then the call distribution element is active all day.
• If day times and weekdays are configured, then this call distribution element is only active on these days at the defined times of the day.

Examples:

1. Forwarding "Night" to the VoiceMail Box from 18:00 - 08:00:

   From     To

   00:00    08:00

   18:00    24:00

2. Forwarding to call distribution "Support" from 08:00 - 12:00, 13:30 - 18:00:

   From     To

   08:00    12:00

   13:30    18:00

3. Forwarding to call distribution "Children's Crib":

   08:00 - 09:30, children rest, 11:00 - 12:30, lunch break, 14:30 - 18:00

   → If more than two time schedules are required, then two ore more call distributing elements to the same destination must be defined!

   Distribution Element, Name: "Children's Crib Morning"

   From     To

   08:00    09:30

   11:00    12:30

   Distribution Element, Name: "Children's Crib Afternoon"

   From     To

   14:30    18:00

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Schedule for Weekdays

With the configuration of weekday it will be defined at which days of the week the call distribution element is active:

• Selection of the desired weekday: Mon, Tue, Wed, Thu, Fri, Sat, Sun

• If no weekday is selected, then this element is active every day.
• If day times and weekdays are configured, then this call distribution element is only active on these days at the defined times of the day.

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Parameter Configuration

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Parameter: Name

Description:	Defines the name of the distribution
Configuration:	Configuration String: Any string
Default:	None
Version:	AdminCenter V6.0

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Parameter: Destination

Description:	Defines the call destination type of this distribution element and further needed informatin to the destination, e.g. telephone number.
Configuration:	Selection Menu: Number: The destination telephone number must be configured in the input mask. The number can be any dialable internal vPBX or public destination telephone number. If the destination is a public telephony number then a leading vPBX prefix, e.g. "0" may be added. VoiceMail: The destination is the private VoiceMail Box. Announcement: The destination is an Announcement of the user. The user must have created one ore more announcement. The available announcements are offered in a drop down list.
Default:	Nummer
Version:	AdminCenter V5.7

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Parameter: Delay

Description:	Defines the time delay in seconds until the destination is called. Example of delay time calculation: As a rule of thumb, a telephone rings once every 4 seconds. If after 4 times ringing the call shall be forwarded then the delay time is calculated as follows: 4 ringing x 4 sec. + 2 sec. reserve = 18 sec. delay time
Configuration:	Number
Default:	14
Version:	AdminCenter V5.7

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Parameter: Other Phones

Description:	Defines of already ringing telephones of this or preceding distributions shall continue or stop with ringing.
Configuration:	Selection Menu: "stops ringing" Already ringing telephones of this or preceding distributions stop with ringing. "cont. ringing" Already ringing telephones of this or preceding distributions continue with ringing.
Default:	stops ringing
Version:	AdminCenter V5.7

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Parameter: Call Forward

Description:	Defines if following distributions or call forwarding shall be executed or not.
Configuration:	Selection Menu: possible Following distributions or call forwarding will be executed. not possible Following distributions or call forwarding will not be executed.
Default:	möglich
Version:	AdminCenter V5.7

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Parameter: State

Description:	Defines if this distribution element is executed. Hint: The "state" can be used for switching on/off a distribution element manually.
Configuration:	Selection Menu: active This distribution element is active and will be executed. suspended: This distribution element is suspended and will not be executed
Default:	active
Version:	AdminCenter V5.7

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Parameter: Schedule, Day Time: "From" – "To"

Description:	Defines at which day times the distribution element is activated. Note If no day times are defined then the distribution element is active the whole day. If week days are defined then this distribution element is active at the selected week days and day times.
Configuration:	Configure the times in the hh:mm format
Default:	NO day times
Version:	AdminCenter V5.7

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Parameter: Schedule, Week Days: "Mon", "Tue", "Wed", "Thu", "Fri", "Sat", "Sun"

Description:	Defines at which days of a week the distribution element is activated. Note If no week days are defined then the distribution element is active the week. If day times are defined then this distribution element is active at the selected week days and day times.
Configuration:	Selection Button: Activated - Not activated For the week days: Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, Sunday
Default:	No week days selected
Version:	AdminCenter V5.7

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© Aarenet Inc 2018

Version: 3.0     Author:  Aarenet     Date: July 2017