How to Route a call from and Call Manager Extension to specific ISDN E1?

[shyjeshap]

I Have 4 nos. ISDN PRI E1 Channel for my IP Contact center enterprise environment.

Number are as folllowing

51561XX

30199XX

23751XX

23750XX

I have 70 Agents with Internal exetnsion number starting from 4000 to 4070.(no DID mapped)

I wanted to route outgoing calls from the prticular extension to a perticular E1.

Incoming calls are working fine. (Dial Peer is mapped to the ICM call flow)

Presently from Agent desk, Outgoing calls are going through randomly with any of the PRI's

*************************Dial Peer configuration as follwoing **********************

dial-peer voice 103 voip

description *** PSTN INCOMING - COLLECTION***

preference 1

destination-pattern 155

voice-class codec 1

session target ras

tech-prefix 2#

dtmf-relay h245-alphanumeric h245-signal dial-peer voice 103 voip

dial-peer voice 201 pots
corlist outgoing Collectionlist
description *** XXXXXXXX***

destination-pattern .T
progress_ind alert enable 8
progress_ind progress enable 8
progress_ind connect enable 8
direct-inward-dial
port 3/1:D
forward-digits all

*****************************************************************************************

Example:

My collection department has extension like 4002, 4012, 4034, 4023 and 4046.

When collection make call out it has to go through only 23750XX

and My Leads department has extension like 4011, 4056, 4003, etc.

when leads make call it should go through only 30199XX

Pls. help me on this.

[Aaron Harrison]

Hi

Basically what you need to do is review your partitions/css/route groups/route lists.

If each PRI is in it's own Route Group at the moment, then good. If not, split them into seperate route groups and ensure that your route lists that currently include the RGs with your PRIs in have the new RGs added.

Now you have the PRIs split into seperate Route Groups, you can define a route list for 'collection' that sends out throug the PRI of your choosing, and lists the others as lower priority so it can overflow if you like.

Now - to send calls to that route group for the Collections dept, you need to create a new partition with your PSTN route patterns copied into it. Update each of those copied route patterns to reference your new 'collections' route list.

Finally, copy the Calling Search Space assigned to your agents currently, and replace the partition that contains the normal Route Patterns with the new parition that you just created... then assign that new CSS to your agents.

Depending on your current configuration the steps above may vary but hopefully you get the idea!

Aaron