How to Direct incoming calls to specific phones?

[Jason Jenkins]

Here is the situation: We have about 200 clients with a variety of phone  numbers. Our help desk is split into 3 teams. Each team takes care of  specific customers. Instead of calling in and having a random person  answer the phone, we want certain customer calls automatically directed  to specific help desk phones. I prefer to do this in the CLI. Can you  give me an idea and sample config of how to configure our CME router to  do this.

Example: When client1 calls in the call should auto direct to team1's three phone extensions. When client2 calls in the call should auto direct to team2's three phone extensions.

One more piece of the config: if either team does not answer the call within 3 rings, the call should roll over to all phone and ring all phones.

Any help you can give is much appreciated.

[Bruno Rangel]

Hi Jason

You can configure Hunt Groups to have this working, look in Configuring Call Coverage Features

Please remember to rate all posts using the stars

Cheers
Bruno Rangel

[Roger Kallberg]

Hunt groups alone won't route based on the calling number, but its a good start for the grouping of agents and also for the other requirement, to ring all phones after 3 rings. For the later put all phones in one hunt group and set that as the last redirect number on the first level of hunt groups.

For the requirement to route incoming calls based on calling number to specific (hunt) groups you can use different set of incoming dial peers that have answer address as the match statement. To route to the hunt group either set a PLAR on the dial peer to the hunt group number or setup a voice translation rule that matches on any called number and translate that to the hunt group number.

Please remember to rate all useful posts.

Sent from Cisco Technical Support iPhone App

[Roger Kallberg]

You might also want to look at this post, https://supportforums.cisco.com/thread/2183294

It's pretty close to what you want to do.

Please remember to rate all useful posts.

Sent from Cisco Technical Support iPhone App

[Jason Jenkins]

This config is for three fxo phone lines. Each phone line is directed at its own phone extension (2023, 2022, 2021)

For this config each external customer will need to be entered for each phone line and for each phone extension where the call will be forwarded.

If you have hundreds of incoming customer numbers this config when complete could crash your router.

It seems there should be an easier way........

(config)#voice translation-rule 9997

(cfg-translation-rule)# rule 1 /2023/ /2037/ 

(cfg-translation-rule)# rule 2 /2021/ /2037/

(cfg-translation-rule)# rule 3 /2022/ /2037/

(cfg-translation-rule)# dial-peer voice 8901 pots

(config-dial-peer)# translation-profile incoming test2

(config-dial-peer)# answer-address 5055551234

(config-dial-peer)# port 0/0/0

(config-dial-peer)#dial-peer voice 8902 pots

(config-dial-peer)# translation-profile incoming test2

(config-dial-peer)# answer-address 5055551234

(config-dial-peer)# port 0/0/1

(config-dial-peer)#dial-peer voice 8903 pots

(config-dial-peer)# translation-profile incoming test2

h(config-dial-peer)# answer-address 5055551234

(config-dial-peer)# port 0/0/2

(config-dial-peer)#voice translation-profile test2

(cfg-translation-profile)# translate calling 9997

(cfg-translation-profile)# translate redirect-called 200

(cfg-translation-profile)#exit

(config)#voice translation-rule 9996

(cfg-translation-rule)# rule 1 /2023/ /2037/

(cfg-translation-rule)# rule 2 /2021/ /2037/

(cfg-translation-rule)# rule 3 /2022/ /2037/

(cfg-translation-rule)# dial-peer voice 8911 pots

(config-dial-peer)# translation-profile incoming test3

(config-dial-peer)# answer-address 5055552345

(config-dial-peer)# port 0/0/0

(config-dial-peer)#dial-peer voice 8912 pots

(config-dial-peer)# translation-profile incoming test3

(config-dial-peer)# answer-address 5055552345

(config-dial-peer)# port 0/0/1

(config-dial-peer)#dial-peer voice 8913 pots

(config-dial-peer)# translation-profile incoming test3

h(config-dial-peer)# answer-address 5055552345

(config-dial-peer)# port 0/0/2

(config-dial-peer)#voice translation-profile test3

(cfg-translation-profile)# translate calling 9996

(cfg-translation-profile)# translate redirect-called 200

(cfg-translation-profile)#exit

(config)#voice translation-rule 9995

(cfg-translation-rule)# rule 1 /2023/ /2040/ 

(cfg-translation-rule)# rule 2 /2021/ /2040/

(cfg-translation-rule)# rule 3 /2022/ /2040/

(cfg-translation-rule)# dial-peer voice 8921 pots

(config-dial-peer)# translation-profile incoming test5

(config-dial-peer)# answer-address 5055551234

(config-dial-peer)# port 0/0/0

(config-dial-peer)#dial-peer voice 8922 pots

(config-dial-peer)# translation-profile incoming test5

(config-dial-peer)# answer-address 5055551234

(config-dial-peer)# port 0/0/1

(config-dial-peer)#dial-peer voice 8923 pots

(config-dial-peer)# translation-profile incoming test5

h(config-dial-peer)# answer-address 5055551234

(config-dial-peer)# port 0/0/2

(config-dial-peer)#voice translation-profile test5

(cfg-translation-profile)# translate calling 9995

(cfg-translation-profile)# translate redirect-called 200

(cfg-translation-profile)#exit

(config)#voice translation-rule 9994

(cfg-translation-rule)# rule 1 /2023/ /2040/

(cfg-translation-rule)# rule 2 /2021/ /2040/

(cfg-translation-rule)# rule 3 /2022/ /2040/

(cfg-translation-rule)# dial-peer voice 8931 pots

(config-dial-peer)# translation-profile incoming test6

(config-dial-peer)# answer-address 5055552345

(config-dial-peer)# port 0/0/0

(config-dial-peer)#dial-peer voice 8932 pots

(config-dial-peer)# translation-profile incoming test6

(config-dial-peer)# answer-address 5055552345

(config-dial-peer)# port 0/0/1

(config-dial-peer)#dial-peer voice 8933 pots

(config-dial-peer)# translation-profile incoming test6

h(config-dial-peer)# answer-address 5055552345

(config-dial-peer)# port 0/0/2

(config-dial-peer)#voice translation-profile test6

(cfg-translation-profile)# translate calling 9994

(cfg-translation-profile)# translate redirect-called 200

(cfg-translation-profile)#exit

[paolo bevilacqua]

You can use my script "number to name" that supports, among other things, calling number routing for an unlimited amount of numbers.

It can be aquired on the website mentioned in my profile.