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Inbound Routing

John Schmerold

September 12, 2019 20:24

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Has anyone found a good way to route calls based on Caller ID & address book?

If caller is in the address book, we want  the call to go to live attendant, if not, we want the call directed to the auto attendant.

 

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4 comments

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  Larry Neblett September 13, 2019 11:09

  Routing can only be accomplished by what the provider sends in their call data. The address book has nothing to do with it as this is only a collection of numbers that are, presumably, associated to names. The address book may be utilized by some systems and on some occasions to populate a name field from a look up, but as routing is based upon numbers, the name has no bearing.

  There are three factors to routing an inbound call and this depends on:

  1. What type of phone provider is in use (SIP, PRI, GSM, analog, etc.)

  2. The format of the DID if not analog or a discrete channel

  3. The format of the caller-ID (CID).

   

  In the example below, using SIP trunks, I use:

  

  My provider uses the e164 format to send the DID and uses the To header in the SIP messaging.

  The From header is used to convey the CID.

  If the match is not exact, the PBX will send a 404 (not found) if the DID is not correctly matched and if the CID is not matched correctly, but the DID is matched, it will simply ignore the CID and send the call to the route that you have established for the DID without any CID entries.

   

  In the US, the number format will usually be:

  +1XXXXXXXXXX, or

  1XXXXXXXXXX, or

  XXXXXXXXXX

  and there is nothing that stops from using all three entries in both the DID and CID boxes if you are uncertain as which is used.

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  John Schmerold September 13, 2019 11:58

  Thanks Larry, In that case this becomes a feature request. When an inbound call is received, send it to auto-attendant unless, the CID is found in the directory.

  The use case is clear, with sales and robo-calling voice communication is dead, making the Yeastar irrelevant, we can really differentiate ourselves if we can tell our clients "When the phone rings, it is one of your clients, everyone else goes to an auto-attendant"

  I cannot imagine a small business or other organization that wouldn't be delighted with this feature.

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  Larry Neblett September 13, 2019 12:12

  Interesting Idea. It would require a level of continual maintenance to maintain an accurate company wide phone book and the CID format would need to be precise, but I do see what you mean.

  As I am not a Yeastar developer, I can't speak for them implementing or not.

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  John Schmerold September 13, 2019 12:14

  Agreed, I haven't tried this, however it seems the LDAP directory should allow us to keep the Yeastar directory up to date with a number of CRM and accounting applications.