Business support

Adding busy ring no answer to a routing plan

If you have a busy office filled with people who occasionally need to step away from the phones for lunch or meetings, you can use the busy ring no answer (BRNA) feature to redirect calls. With BRNA, you can use any combination of up to four dedicated or switched numbers. And, if you want your customers to always be able to speak with someone, and never get a busy signal, you can use BRNA in conjunction with direct trunk overflow (DTO).

To add BRNA to a routing plan:

  1. Click the Inventory tab, then click the Inventory Services subtab. 

Control Center displays a list of all services assigned to the accounts under your enterprise ID. If you have more than ten services, you can view the rest of your services by clicking one of the blue linked Show numbers at the top of the list or you can click the blue down arrow at the bottom of the list to add ten services at a time to the view.

  1. Search for the service you want to update routing for in one of these ways:

    • Sort your services using the Sort by… list (e.g., Service Type). You can toggle between descending and ascending order using the arrow to the right of the Sort by… list.

    • Filter your services by selecting an option from the View All (Default) list.

    • Search for the service (by service type, account, etc.) using the Search by… field and search box. (To search using multiple search criteria, click Advanced Search, then fill in your search criteria and click Apply Search Filters. When you're done, click Close Advanced Search.)
  1. When you find the service you want to route call traffic for, click the blue arrow on the right of the line for the service. The Details section opens.
  1. From the Call Plan More Actions list, select Edit Call Plan.
  1. Click the Global Default dark gray bar.
  1. In the pop up window Change selection and click "Select" section, select the BRNA radio button, then click Select.

  2. If the Confirm Feature ADD/Delete window appears, click Accept.
  1. To fill in the fields for the BRNA:

    • Select the terminating route type radio button: dedicated (DED) or switched (SWI).

    • From the Primary Trunk list, select the primary trunk for the routing plan.

    • In the timer field, type the number of seconds you want to wait before transferring the call. (The default is fifteen seconds—which is about three rings.)

    • If you want a transfer message played before the call is transferred, select one from the list for either (or both) calls that ring and aren't answered (RNA Prompt) or calls that reach a busy trunk (Busy Prompt).

    • Select the terminating route type—dedicated (DED) or switched (SWI)—for the trunk/ANI you want to receive the transferred call.
  1. If you want to add direct trunk overflow, click the Overflow radio button, click Select, do the following:

    • If you want to add an overflow trunk, select the trunk (from the first DTO list) you want to overflow to first. (If you want to add a description or DNIS value for the trunk, click Modify, fill in the information, and click Save.)

    • If you want to add a second overflow trunk, select a trunk from the second DTO list. (If you want to add a description or DNIS value for the trunk, click Modify, fill in the information, and click Save.)

    • If you want to add an overflow ANI, select the ANI (from the ANI list) you want to overflow to. If you don't see the ANI you need, click ADD ANI TO THE LIST, fill in the fields, and click Add. (If you want to add a description or DNIS value for the ANI, click Modify, fill in the information, and click Save.)

  2. Scroll to the bottom of the window, then click Done.

  3. Click Update.
  1. Scroll to the bottom of the screen, then click Save Changes.
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