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Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: viperdude on November 30, 2016, 07:51:15 AM

Title: Routing Calls Based On Entry Point
Post by: viperdude on November 30, 2016, 07:51:15 AM

Hi

At the moment I have a basic IVR using a NuPoint Call Flow that directs calls to ring groups that failover somewhere. Now management want a more sophisticated call flow and I am not sure if that can be achieved with the current system. What they want is illustrated below.

Call comes in DDI1 -> group 1 -> group 2 -> group 3

Call comes in DD2 -> group 1 -> group 3 -> group 2

The key point being the failover of group 1 changes based on which DDI was dialled?
 

Title: Re: Routing Calls Based On Entry Point
Post by: lundah on November 30, 2016, 08:43:21 AM

If you want to continue to use ring groups, you'd have to use different ring groups depending on the DDI. You could have the same members in multiple groups. Assuming you have the licensing, ACD paths and agent groups would be able to do this a bit easier.

Title: Re: Routing Calls Based On Entry Point
Post by: viperdude on November 30, 2016, 09:53:33 AM

I'm having never used ACD groups before. Can you elaborate a little on how I would achieve this?