Caller ID Routing
In your VoicePulse for Business portal you can create different routing rules based on either the "Caller ID Name" of the person calling or the "Caller ID Number".
This article will cover the following 3 steps;
- Step 1: Create/Choose Destination.
- Step 2: Create Caller ID Routing rule.
- Step 3: Route Inbound Calls to Caller ID Routing rule.
The first step in setting up Caller ID Routing is to decide where you want to route the call. You need to do this step first because the destination you want to route to needs to be created before you create the Caller ID routing rule.
If the destination already exists or doesn't need to be created (e.g. routing to an outside number), you can skip to step 2.
In this example we are going to set up a Caller ID Routing rule for "Anonymous" callers. Since we don't want to be bothered by spam or telemarketer calls, we are just going to play a "SIT" or disconnect tone and end the call. To do this we first need to create an "Announcement mailbox". This lets us upload our disconnect tone for us to use in the Caller ID Routing.
To learn how to create an "Announcement Mailbox" see the article below.
Now that you have decided on or created your destination in Step 1, let's create your Caller ID Routing rule.
In your portal click on the "Services" tab and then click on "Caller ID Routing" in the left side menu as seen below.
You will be taken to the screen below.
For "Route Name" enter a name that describes what this rule is for. We are going to name this one "Anonymous Caller ID".
There are 2 choices for what to base your routing on "Caller ID Number" or "Caller ID Name"
Since we are basing our routing on the "Anonymous" Caller ID Name for this article, we are going to select "Caller ID Name".
Under "Routing Strategy" in the "Patterns" text box, enter the Caller ID Number or Caller ID Name that you are routing on.
We are going to enter "Anonymous" here.
Over toward the right there is a "Route To" drop down box.
In Step 1 we created an "Announcement Mailbox" and uploaded our disconnect tone. We are going to select this mailbox as our "Route To" destination here.
Click on the dropdown and select "mailbox" (if you created or are using a different destination, select that instead), click on the dropdown box again to show another drop down box to the right of the first. In this drop down we are going to select the mailbox we created above.
Now we need to decide where we want to send calls that do not match our pattern. So in this case any callers that are not "Anonymous" will go here.
For this example we are going to set the destination to an outside number. You can select a different destination if needed.
In the drop down box to the right of "If no records match, route call to" select whatever destination is appropriate for you. For this example, we're going to select "Outside Number" and enter the number to send the call to in the text box to the right of the drop down.
If you're following along, your page should look like the one below.
Click Save. If created successfully you will see your Caller ID Routing rule like the picture below.
Now that we have created out Caller ID Routing rule, we need to send inbound calls here so they can be routed accordingly.
On the left side menu click "Phone Numbers". Once on the Phone Numbers page, click the phone number you want to apply the Caller ID Routing rule to.
Once on the settings page for the number you clicked, scroll down until you see the "Call Routing" section. In the "Route to" Drop down box select "Caller ID Routing" and in the drop down box to the right of that select the Caller ID Routing rule we just created. This section should look like the image below.
You have just created a basic Caller ID Routing rule to filter out "Anonymous" callers.
This is just one easy example of using this feature. You can add as many Caller ID Routing rules as your business requires.