Calls made to non geographic numbers can be routed according to criteria you choose, stored in CallPlans. CallPlans are held in a central database on the Intelligent Network. The Intelligent Network translates the dialled digits and delivers the calls to the destination (known as the translated address destination or TAD),specified in your CallPlan, which may be your answering centre, a voice messaging system, or a third party.
If you have more than one destination, your CallPlan can include a number of advanced features specifying the criteria by which your calls are routed. You can specify different destinations for calls according to the time of the call, the location of the caller or the volume of incoming calls. We can give you more details on how this works please contact us to arrange a consultation.
Enables you to route calls according to the caller's Calling Line Identity (CLI). You can define up to 500 CLIs you want the Intelligent Network to recognise and specify the destination for each one. If the CLI is a recognised number, the call is routed to the pre-defined destination. If the number is not recognised the call will be routed to a default destination. CustomPlan can be used for two main applications:
- as a security feature, for example to allow only recognised teleworkers to have dial-up access to your company's networks
- as a way of providing differentiated services to valued customers
Enables dialled numbers to be translated depending on whether the date is a special day, such as a public holiday, religious holiday or day taken out for maintenance etc. You can specify the dates that are important to your business.
Enables calls to be routed to different destinations depending on the day of the week. Often DayPlan is used so that calls are routed to a different destination at weekends, but if necessary, you can have a different destination for each day of the week.
Enables unanswered calls to be diverted, at no extra charge, to pre-specified alternative destinations. You can choose to divert calls if the route is busy, the first destination is busy or if there is no answer from the first destination within a specified time period (5, 10, 15, 20, 25 or 30 seconds).
Up to five alternative destinations can be specified, making a total of six, provided that the total of the specified 'no reply' time periods doesn’t exceed one minute. If the call remains unanswered after all alternative destinations have been tried, an announcement is played to the caller. If all destinations were busy, the caller will hear the message: 'Sorry, lines are busy. Please try later.' If at least one of the destinations gave a ringing tone, then the caller will hear the message: 'There is no reply'.
Enables dialled numbers to be translated according to a defined ratio. For example, if you have two call centres, one of which has three times as many agents available to take calls as the other, then RatioPlan can direct calls to the two locations in the ratio 3:1.
Enables calls to be routed to different destinations depending on the time of day. For example, if you have round-the-clock service, you may want to use one destination for calls during office hours and a different one for calls at other times of the day.
Enables you to restrict the flow of calls to your call centre by specifying the maximum number of simultaneous calls that can be accepted (a capping limit). You can also partition your lines between telebusiness numbers, so that, for example, more lines are used for campaigns that are expected to generate a high number of calls. Lines are partitioned within the Intelligent Network, so reconfiguration is simple and quick. You can control call flow according to how many agents are available on a given day and how many calls you are expecting. If you use VolumePlan in conjunction with DivertPlan, diverted calls may be counted twice, which means that the VolumePlan capping limit will be reached more quickly, reducing the overall number of calls your agents can take.
Custom ZonePlan and ZonePlan Plus (see below) are complex to set up and therefore take some time to implement. If you require a more rapid solution, there is a range of ZonePlans with pre-set parameters that can be provisioned more quickly:
- Country ZonePlan routes calls according to the UK country of origin (England, Northern Ireland, Scotland and Wales)
- North/South ZonePlan routes calls according to whether they originate in the Northern or Southern half of the UK
- TV Region ZonePlan routes calls according to the TV region where they originate _ County ZonePlan routes calls according to the UK county where they originate
With Custom ZonePlan, dialled numbers are translated depending on the location of the caller, as specified by you. The country is divided up into more than 600 zones which you can group together, for example to match your sales territories, so that calls from each of your zone groups are routed to the appropriate sales office.
ZonePlan Plus enables you to create a more detailed Custom ZonePlan. Six cities — Birmingham, Edinburgh, Glasgow, Liverpool, London and Manchester — are further divided, so that calls from particular areas in each city can be routed differently. For example, calls from Old Trafford in Manchester could be routed differently to those from Stretford.
Acetate maps, designed to overlay commonly available maps to show the areas for ZonePlan and ZonePlan Plus, are available from your C&W sales contact.
Using a combination of call routing features, a versatile CallPlan can be implemented. For example, you could use TimePlan to send all calls you receive outside of normal working hours (0900 to 1730, Monday to Friday) to site D. During working hours, a pre-set North/South ZonePlan enables you to send all northern calls to site A, and to divide calls from the South between sites using RatioPlan (25% to site B and 75% to site C).
Business Hours CallPlan
If your call routing requirements are not complex, and you subscribe to the Call-IN Lite scheme (see page 14), the Business Hours CallPlan may be the best one for you. This allows you to specify your ‘normal’ office hours as one of:
- 8.00 am to 5.00 pm
- 8.00 am to 6.00 pm
- 9.00 am to 5.00 pm
- 9.00 am to 6.00 pm
from Monday to Friday or from Monday to Saturday. During these hours your calls will be delivered to your primary destination. You can then specify one alternative destination for each of:
- calls that aren’t answered or get a busy tone
- out-of-hours calls
- emergencies (i.e. when your primary call destination becomes unavailable due to a fault or other disruption)
This call routing option is set up in advance for use at short notice if a problem arises at your site. For example, your Reserve CallPlan may direct calls to an alternative site.
You can have one Reserve CallPlan set up free of charge for each telebusiness number. Activating a Reserve CallPlan is also free and can take place within 15 minutes of your notifying the Telebusiness Control Centre (contact details will be given to you at service commencement). You can include CallPlan features in your Reserve CallPlan, but additional charges will apply.