Business support

Adding busy ring no answer to a routing plan

If you have an 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 speak to someone during office hours, 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, the Inventory Services subtab opens. 

Control Center displays a list of all services assigned to the accounts under your enterprise ID. If you have more than 10 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 10 services at a time to the view.

  1. Search for the service 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 a specific 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 add BRNA to a routing plan 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, in the Change selection and click "Select" section, select the BRNA radio button.
  1. Click Select.
  1. If the Confirm Feature Add/Delete window appears, click Accept.
  1. Select the terminating route type, either the DED (dedicated) or SWI (switched) radio button.
  1. From the Primary Trunk list, select the primary trunk for the routing plan.
  1. 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.
  1. If you want a transfer message played before the call is transferred, select one or both:

    1. For calls that ring and aren't answered, select RNA Prompt.

    2. For calls that receive a busy trunk, select Busy Prompt.
  1. For the trunk/ANI you want to receive the transferred call to, select either the DED (dedicated) or SWI (switched) radio button.
  1. To add direct trunk overflow, select the Overflow radio button.
  1. Click Select.
  1. Do any of the following (you can do more than one):

    1. To add an overflow trunk:

      1. From the first DTO list, select the trunk you want to overflow to first.

      2. To add a description or DNIS value for the trunk:

        1. Click Modify.

        2. Fill in the information, click Save.
    2. To add a second overflow trunk:

      1. From the second DTO list, select a trunk.

      2. To add a description or DNIS value for the trunk:

        1. Click Modify.

        2. Fill in the information, click Save.
    3. To add an overflow ANI:

      1. From the ANI list, select the ANI you want to overflow to.

      2. If you don't see the ANI you need, click the ADD ANI TO THE LIST button, fill in the fields, then click Add.
    4. To add a description or DNIS value for the ANI:

      1. Click Modify.

      2. Fill in the information, click Save.

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