Business Support

Adding direct-trunk-overflow to a routing plan

During peak traffic, you want your customers to talk with someone, not get a busy signal. Use the direct-trunk-overflow feature to ensure callers terminate on a DID/ANI ring-to number.

To add direct-trunk-overflow to a routing plan:

  1. Click the Products & Services tile, then click the Inventory subtile.

    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 green linked Show numbers at the top of the list or you can click the green down arrow at the bottom of the list to add ten services at a time to the view.
  1. Search for the service with the routing plan you want to add direct-trunk-overflow to 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.)

  2. When you find the service, click the green arrow on the right of the line for the service, the Details section opens.

    In the example below:

    • The default call plan, designated by a dark gray bar, is known as the global default.

    • Geographic routing, designated by a light blue bar, is known as a feature.

    • Two areas, each designated by a light gray bar, are known as rules.

    • Calls from area codes in Colorado, Arizona, and Nebraska go to a number in Colorado, calls from any other U.S. area code go to a number in Virginia.
  1. From the Call Plan More Actions list, select Edit Call Plan.

  2. Click the Global Default (dark gray) bar.

  3. In the window, select the Overflow radio button, then click Select.

  4. If the Confirm Feature ADD/Delete window appears, click Accept.
  1. Add the trunk(s) and/or ANI you want to overflow to. You can select up to two trunks and one ANI.

    • If you want to add an overflow trunk(s), 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 and click Update.

    In the example below:

    • You can see the global default (dark gray bar) now has direct-trunk-overflow.

    • Two trunk groups with an arrow (->) between them indicate the overflow.
  1. Scroll to the bottom of the screen, then click Save Changes.

  2. Enter a date and time for when you want the new routing to take effect, then click Submit.