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Managing routing rules

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As an administrator you can create one or more routing rules to route and distribute phone calls made through Circuit, based on the origin and the destination phone number.

Prerequisites:

A number of Circuit Telephony Connectors have been setup and enabled to allow users in your domain make and receive phone calls through the Circuit.

The routing rules you define are taken into effect in the following cases:

  • A user in your domain is not assigned to a telephony connector.

  • A user in your domain dials out from a conference call.

Routing rules are displayed in a table. Each entry in this table consists of the following:

  • Origin regular expression: The originating caller's phone number should match the pattern specified in the regular expression you provide.

    Note:

    A regular expression is sequence of symbols and characters used to validate a sequence of digits to ensure it matches a predefined pattern.

  • Destination regular expression: the called number should match the pattern specified in this regular expression you provide.

  • Application: Indicates whether the rule applies to phone calls, dial out from a conference call, or both.

  • Connectors: Lists all the Circuit Telephony Connectors that have been setup for your domain and can be used to route a call when the rule is applied.

A routing rule is matched when the originating caller's phone number matches the Origin regular expression and the called number matches the Destination regular expression.

There is predefined routing rule shown always at the bottom of the table. This corresponds to the default routing rule applied when none of the other rules are matched. You cannot delete this predefined rule. You can only choose between NONE (none of the correctors will be used and the call will fail) or ANY (any connector that is up will be randomly selected to route the call).

To manage routing rules, proceed as follows:

  1. On the web client or Desktop App, click your user name and then click Administration.
  2. Click the Telephony tab.
  3. Navigate to Manage settings and routing rules area.
  4. To add a new routing rule:
    1. Fill in the Origin Regular Expression and the Destination Regular Expression fields.
      Note:

      An empty field corresponds to any phone number.

    2. Select the Application the rule should apply to.
    3. Choose one or more of the Connectors each rule should use.
    4. To add more rules click Add Rule and a new entry will be displayed.
  5. To modify a routing rule, select the rule you want to edit and, then, update it as required.
  6. To delete a routing rule, click Delete to the right of the rule.
  7. To change the order of a routing rule, hover over the rule that you want to move, then select the down or up arrow and move the rule.
  8. To test the routing rules you have defined:
    1. Enter a phone number in the Origin and one in the Destination field.
    2. Choose the application (Phone call or Dial-out).
    3. Choose Include Status, if the status of the telephony connectors is taken into account or Ignore status otherwise.
    4. Click Save and Test.

      Matched rules are displayed with a green tick indicator and non-matched rules with a red-marked indicator. The first matched rule is then one that will be applied.

      Note:

      Rules are ordered from highest to lowest priority by their order in the table. You can create up to 200 routing rules.

      Note:

      Any change in the routing rules table is automatically saved when you click the Save and Test button, or when you navigate to another area within Circuit (other than the Telephony tab).

Example

The following example describes how to create routing rules based on specific requirements.

Company X has two locations, one in City A and the second in City B. The employees in City A have direct numbers +1561923XXX while employees in City B have direct numbers +1954924XXX.

Assuming that we have the following routing requirements:

  • Employees from any city calling another employee of any city should only need to dial the extension number 2XXXX. However, when employees from City A call another on City B they should use telephony connector TC1 while when employees from City B call another on City A they should use TC2 or TC3.

  • Employees within City A should call each other through connector TC4.

  • Employees within City B should call each other either through connector TC2 or TC5.

  • Employees from any City calling the IT Help Desk at extension 29999 should use TC6.

  • Employees from any City calling outside the company by dialing the exit code 8 should use any available telephony connector except TC6. If all other connectors are unavailable, TC6 should be used.

So based on these requirements the routing table could be:

Origin Regular Expression Destination Regular Expression Connectors
^\+1561923\d{4}$ 24\d{3} TC1
^\+1561923\d{4}$ 23\d{3} TC4
^\+1561924\d{4}$ 24\d{3} TC2, TC5
^\+1561924\d{4}$ 23\d{3} TC2, TC3
Any 29999 TC6
Any 8\d* TC1, TC2, TC3, TC4, TC5
Any Any Any
Note:

Application field has been omitted for simplicity.

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