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Off Site Transfer in NBX Automated Attendant

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This feature serves to accomplish the transfer of inbound callers reaching the NBX? automated attendant to an off-site location such as an answering service, satellite office, call center, doctors home, or other type of facility to answer calls. The purpose of transferring the caller off-site maybe for emergencies, closings, service issues, and other business requirements.

This solution does not use an individual physical telephone station as the extension that forwards to the off-site telephone number.

This solution does permit time of day routing, automatic transfer, single digit transfer, and automatic settings so as not to create additional effort by the user/company.

Before you begin, REMEMBER- Use extreme caution while working with the DIAL PLAN. It requires perfection.

STEP 1

(Assumes 3 digit dial plan in effect - Note Changes for 4 digit dial plan)

  • Download and save a copy of the DIAL PLAN to your computer.
  • Open up the saved DIAL PLAN from your computer.
  • Scroll down to Table Create 1 Internal 3 Digit Extensions
  • Add the one of the entries shown below (You may need to modify the entry number). The entry number of the data below needs to follow the next number in your Dial Plan table.
    TableEntry Create136350315Toll09
    TableEntry Create1371350315Toll09
  • Scroll down to Table Create 2 Incoming DID and Auto Attendant and add:
    TableEntry Create2735033Internal09
    TableEntry Create29135033Internal09
  • Scroll down to Route Description and Add the entry shown below
    DestinationRoute Create9RAD
  • Now, below the DestinationRouteEntry command line, and add the entry shown below
    DestiDestinationRouteEntry Create91*0001
  • Next, scroll down to the DestinationRouteOperation command line, and add the entry shown below
    DestinationRouteOperation Create911replace,,8441212
  • Now save this DIAL PLAN and use SAVE AS: and name the DIAL PLAN a different name than the existing copy on your computer.
    Please Remember: ALWAYS save a copy of the original DIAL PLAN !
  • Go to DIAL PLAN in NetSet and import this new dial plan.
  • Next, click the Tables tab and highlight Internal 3 Digit Extensions then click Devices Using
  • Your screen will show Devices using Dial Plan- Normal
  • Select 450 and move to Devices Using Table
  • Make sure the Line Card Ports and Extensions (Telephones) are also on this list (Devices using Dial Plan- Normal)

Summary- in this DIAL PLAN model, it is stated that extension 350 is a three (3) digit internal extension that will route differently since it has a TableEntry. The DestinationRouteEntry is 11. When extension 350 is dialed, the digits are dropped (or stripped) and then two pauses (,,) are inserted then, the digits 8441212 are inserted. Then, Calling Group (Hunt Group) 450 is assigned as a device using the Normal Dial Plan.

STEP 2

  • Go to User Configuration and select the Hunt Groups tab then click on add.
  • Select the type of group as CALLING GROUP from the pull down menu
  • Name the group, uncheck Logout If No Answer, Set Call Coverage to Phone Number and enter in 350
  • Set the Total Timeout and Device Timeout to 1
  • The extension number of this CALLING GROUP is assigned automatically (starts with 450)
  • Click OK
  • Now, go to the Hunt Group you just created and select it and Feature Mappings to map a Feature Code to the Hunt Group.

Summary- the new Hunt Group 450 (assumed) has no members. When hunt group 450 which is defined as a Calling Group is dialed, it will ring one ring and default to the Call Coverage point which is phantom Extension 350.

Then, the system will forward the call from the Calling Group since it timesout after one second to extension 350, which is set up under Call Coverage of the Calling Group. Call Coverage is how the caller is handled after a predetermined length of time (1 second). In the new DIAL PLAN created, 350 is modified to include a 1 in front of 350 to force the NBX to route out to an available line (for dial tone) then, dial the external telephone number desired by the customer.

STEP 3

The Automated Attendant settings under Menu Tree are assignable for Single Digit Transfer for a specific Button (Input Value 0-9, *, #) The value for the Single Digit Transfer entry must be a valid NBX extension.

  • Insert 450 under the VALUE field for the Button number you want to assign for the callers to press to transfer off-site.
  • Automatic and specific time of day routing is accomplished by using the NBX Messaging, Business Hours, and Line Card Port settings. More than one APX automated attendant can be assigned to meet the routing requirements of each customer. The automated attendants are assigned to specific lines under Open, Closed, Lunch, and Other settings.
  • Set these to your requirements (Assumes you know how)
  • From any NBX telephone dial 450 (Make sure your Automated Attendant is active for the time of day)
  • Ensure the call routes out to the desired telephone number.
  • Now, from any NBX telephone dial the Automated Attendant extension (500, 502, 503,etc...) that has the off-site transfer entry
  • Press the corresponding Single Digit number that has VALUE defined as 450
  • Ensure the call routes out to the desired telephone number.

LIMITATIONS

  • You are creating a trunk to trunk transfer and the audio quality will vary.
  • Each off-site telephone number requires new Dial Plan entries and a new Calling Group.
  • Each extension that you use (starting with above example 350) cannot be used for a telephone.
  • By adjusting the timer for the Total Timeout and Device Timeout of Calling Group 450 to a higher value such as 14, the emergency call will then ring on the receptionist telephone for about 4 rings before transferring off-site assuming you place the receptionist telephone in the Calling Group 450 as a member and logged in.