Intelligent Incoming Call Routing

IP Office supports intelligent call routing capable of making routing decisions based on a number of criteria:


  • Call presentation digits from the service provider such as company main number or DID.
  • Calling telephone number or Caller ID (this could even be part of the number received such as an area code).
  • Time of the day and day of the week criteria, as well as calendar based routing.
  • Where multiple call routes are set up to the same destination, a priority level can be associated with the call. This priority level is used to determine a call’s position in the queue.
  • It is possible to look for multiple criteria so, for instance, a DID call to a sales group could be handled differently depending on which part of the country the call is originating from.
  • An optional tag can be added to call on the Incoming Call Route, which can be displayed on the alerting telephone (call for Honda, call for Toyota etc.).


Incoming calls could be routed to the following destinations:


  • Individual extension
  • Group/Department
  • ACD group with queue and announcements
  • Mailbox of the individual user or mailbox of the hunt group
  • Multi-Level Auto Attendant with the following options:
    • Direct dial extension or group
    • Dial by Name
    • Park and Page
    • Single digit access to dial extension, group, or other feature

Voicemail to Email


Every user of the IP Office has a voicemail with Voicemail To Email feature enabled. In our solution Voicemail to Email has three options in terms of how it works:


  • Copy Voicemail to email: The user receives an email with the voicemail attachment. The original voicemail remains on the server
  • Forward Voicemail to email: an email is sent with the voicemail as attachment, and the original voicemail is deleted from the server
  • Email Alert: If this mode is selected, each time a new voicemail message is received, a simple email message is sent to the email address. This email contains details of the voicemail message but no copy of the voicemail message is attached

SIP Trunks


A growing number of service providers now offer PSTN access to small and medium businesses via public SIP trunk connections, either to extend their reach beyond their typical copper based network coverage areas, or so that multiple services (voice and internet access) can be bundled into a single network connection.


Although detailed public SIP trunk service offerings vary depending on the exact nature of the offer from the specific service provider, SIP trunks can potentially provide several advantages compared to traditional analog or digital trunks.


These advantages include:


  • Cost savings resulting from reduced long distance charges, more efficient allocation of trunks, and operational savings associated with managing a consolidated network
  • Simplified dialing plans and number portability
  • Geographic transparency for local accessibility creating a virtual presence for incoming calls
  • Trunk diversity and redundancy
  • Multi-media ready to roll out future SIP enabled applications
  • Fewer hardware interfaces to purchase and manage, reducing cost and complexity
  • Faster and easier provisioning