Business support

Creating an alternate call plan

Alternate call plans are the solution when you need to quickly redirect your inbound calls. You can create and save up to 20 call plans, that way, when your needs change, you can activate an alternate call plan at a moment's notice. And, if you're away from your desk and realize you need to quickly activate one of your alternate call plans, you can do it from a mobile phone. 

For example, if your Chicago office gets unexpectedly inundated with customer calls, you can quickly send customers to your Bismarck support center, giving Chicago a chance to catch up.

To create a alternate call 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 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 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 More Actions list, select Create New Alternate Plan.
  1. In the Call Plan Description field, type a name for the alternate call plan, then click Go.
  1. In the Terminating Route Type section, select the radio button for either DED (dedicated trunk) or SWI (switched ANI)—depending what kind of number you want to route—and then select a trunk/ANI from the ANI list. (If you don't see the trunk/ANI you need, click ADD ANI TO THE LIST, fill in the fields, click Add, then select the number from the list.)

  2. Click Done.

    Control Center creates the global default (dark gray bar) for the alternate call plan.
  1. Click the down arrow on the right of the global default (dark gray) bar, then click Add New Feature.
  1.  Select the type of routing you want to use for the alternate call plan (e.g., Day of Week) from the Select Feature list, then click Submit.

  2. If the Confirm Feature ADD/Delete window appears, click Accept.

    Control Center adds the feature (light blue bar) to the alternate call plan.
  1. Select the button for the default routing type you want to use for the feature, select the time zone used for the feature, then click Add Rule.

  2.  Select the default routing type, terminating routing type (switched or dedicated), a trunk/ANI from the ANI list, and fill in the Routing Criteria section for the rule based on the feature you chose.

  3. Continue adding rules and/or features until you've completed the routing plan.

  4. When you're done building the alternate call plan, click Submit Call Plan.

Control Center creates the alternate call plan. A message will pop up informing you that your request has been submitted successfully. The message will also include the date, time, and batch ID. To check to ensure your call plan was saved, click the Select Call Plan list. and check to see that your alternate call plan is listed.

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