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Queues


Queues:
This section will allow you to set up rules for inbound calls. For systems with analog lines (FXO), these routes will be based on the Zaptel channel number and or caller ID number. The channel number is the same as the FXO port on the back of the Server. For systems with PRI's or VoIP phone service, the rules can be based on the received DID number from the carrier and or caller ID number.

1. Login to Eclipse as described here.

2. Click the Setup tab at the top of the page.

3. On the left side of the page click the Inbound Routing under Inbound Call Control link.

4. Configure the Inbound route following the guidelines below.

Add Incoming Route

    DID Number - This is the received digits for the direct phone number. If you have a PRI circuit this is most likely the last 3 or 4 digits of the phone number. If you have a VoIP provider such as VoIPStreet, this will be the full 10 digit phone number. All calls matching this received number will use this route. Leave this empty if you are setting up a route based on caller ID or a zaptel Channel.

    Caller ID Number - This will route calls based on the Incoming Caller ID. All calls matching the caller ID entered here will use this route. Leave this empty if you are setting up a route based on a DID Number or a Zaptel Channel. You may use both the DID Number and Caller ID Number to match calls with the entered Caller ID number on the specified DID Number.

    Zaptel Channel - This will route calls based on the analog port the call came in on. Enter the channel number in this field. All incoming calls on the specified analog channel will use this route. You cannot use the DID Number or Caller ID Number fields in conjunction with this setting.

    Leave the DID Number, Caller ID Number, and Zaptel Channel empty to build a catch all inbound route. This catch all will force any call that does not match any other route to use this specified route.

    Fax Handling

    Fax Extension - Choose the extension that a fax will go to if one is detected. Leave this at theEclipse Default, unless using you will be detecting incoming faxes in this route.

    Fax Email - This is the email address used for incoming faxes in this route. This is only valid if the Fax Extension has been set to System.

    Fax Detection Type - Leave this setting at None unless you are configuring the extension to detect incoming faxes. To detect incoming faxes on your Analog FXO ports use Zaptel. For SIP or IAX trunks use NVFax.

    Pause After Answer - Leave this at 0 unless this extension will be used for detecting faxes. Then set this to the number of seconds the system will wait for a fax tone before ringing the extension as a normal call.

    Privacy

    Privacy Manager - Set this to Yes if you would like incoming calls with blocked or unknown numbers to be prompted to enter their caller ID.

    Options

    Alert Info - This will change the ring tone on the phone when calls come in this route. Check your phone manual for available options.

    Music On Hold - Set the music on hold class for this route.

    Destination

    Set Destination - Choose the destination for this route. You may direct the call to any internal extension, IVR, ring group, queue, time condition, or any number of different options. If you have not yet configured the intended destination, select a temporary destination and click submit, then configure the intended destination, come back here and select the new destination.

5. Click the Submit button when done.

6. To apply the changes click the red Apply Changes Bar in the upper right corner of the page. You may add more inbound routes before clicking Apply Changes, just be sure to click the Apply Changes bar before exiting.

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