# Call Rerouting

## Description

Call Rerouting redirects calls to alternate answering points or devices, under specified conditions.

Call Rerouting may be used to redirect calls:

- always (applies with the system is in Day, Night 1, and/or Night 2 mode)

- under Busy, No Answer, or Do Not Disturb conditions.

Call Rerouting is dependent upon the type of calling device, the type of terminating device, and the entries specified in the Call Rerouting forms. Rerouting is also affected by conditions invoked by the user (such as Call Forward).

System defaults are provided in the call rerouting forms (see below for list of forms). These defaults result in internal calls getting rerouted to busy or reorder tone, and incoming trunk calls getting rerouted to the device that originally handled the call (usually an attendant) after the COS-controlled "No Answer - Recall Timer" expires.

## Conditions and Feature Interactions

- Call Rerouting is subject to the restrictions programmed in the Interconnect Restrictions Table form for the originating device type and the terminating device type.

- Rerouting does not recognize trunks with the Public Trunk COS option set to "Yes" as CO trunks, but uses the actual trunk type to apply rerouting treatments.

- Call Forward takes priority over Call Rerouting in busy, Do Not Disturb, and No Answer conditions.

NOTE: If the System Option "Call Rerouting Timer" expires before the forwarded call is answered, the call is rerouted to the Second Alternative configured for the original call destination.

- Call Rerouting (Always) takes precedence over all other system rerouting except Call Forward Follow Me. With Call Forward Follow Me Reroute when Busy enabled, the call will follow the original called set's programmed call reroute first alternative for busy.

- If Call Rerouting (Always) is enabled, only the rerouting destination may ring the extension.

- A call may only be redirected twice by the Call Rerouting feature.

- Group Page and Meet-Me Answer override Call Rerouting.

- Calls cannot be rerouted to a set in another tenant unless both tenants involved have permission to call each other—that is, each tenant has granted the other tenant calling permission. See Tenanting for more information on tenant permissions.

- The reroute Always destination of a phantom group must be a MiVoice Business system or an ACD voice group or another phantom group.

- Call rerouting First or Second Alternative will not reroute if the destination device is busy. The call will continue ringing the originally called party or camp on to them.

- ISDN and DASSII trunks are treated as DID trunks for rerouting regardless of programming.

- When "Maintain Original Forward or Reroute Reason in the Shared System Options form is set to "Yes", the system maintains and displays on the nominated party's telephone or console the original reason for forwarding or rerouting a call.

- Call Rerouting Always alternative is ignored for Emergency Response ring groups and presented to the group. Any other group may use this reroute alternative for day and night service.

### Timer Interactions

Form | Timer | Description | Notes
Class of Service (COS) Options | Call Forward - No Answer (CFNA) | The length of time a call rings a station before it is forwarded to the next programmed destination or before it is rerouted to the First Alternative point. | Call Forward takes priority over Call Rerouting. This timer is reset each time the call is forwarded. It is strongly recommended that this value is smaller than either Call Rerouting (System Options) or COS Answer Plus System Reroute timer.
Answer Plus System Reroute Timer for the called party. | The length of time a call rings a station before being rerouted to the 2nd Alternative destination. | This timer starts at the initial call setup. If configured (other than zero), this timer overrides the system Call Rerouting Timer. It is strongly recommended that this timer, if configured, is greater than the CFNA timer.
No Answer - Recall Timer | The length of time the station programmed as the last alternate answer point will ring before the call is rerouted back to the transferring station, attendant console, or embedded voice mail Auto Attendant. |
System Options | Call Rerouting | The length of time a call rings a station before being rerouted to the station's 2nd alternative number. | This timer starts at the initial call setup and remains active through all COS-controlled call forward programming that may be activated at the destination station(s). If the timer expires before the forwarded call is answered, the call is immediately rerouted to the 2nd alternative configured for the original dialed destination. See Call Forwarding and Call Rerouting Interaction - Example. If configured, COS option 'Answer Plus System Reroute Time' overrides this timer. It is strongly recommended that this timer is greater than the CFNA timer.

#### Call Forwarding and Call Rerouting Interaction - Example

- Termination station 2000 is configured as follows:

- Call Forward No Answer set to station 3000

- Call Rerouting First Alternative set to station 5000

- Call Rerouting Second Alternative set to station 6000

- CFNA timer = 15 s

- Call Rerouting Timer = 35 s

- Station 3000 has Call Forward No Answer set to station 4000. CFNA timer = 15 s

Call Processing

- Station 2000 receives the call. Two timers are activated: CFNA and Call Rerouting.

- After CFNA timer expires (15 s), the call is forwarded to station 3000 (Call Forward takes priority over Call Rerouting 1st Alternative); the CFNA timer starts (15 s).

- After the CFNA timer expires, the call is forwarded to station 4000; the CFNA timer starts.

- After 5 seconds (when the system Call Rerouting Timer for station 2000 expires), the call is rerouted to station 6000 - Call Rerouting Second Alternative for station 2000.

The following diagram illustrates the above scenario.

2000 Rings | 3000 Rings | 4000 Rings | 6000 - 2nd Alternative Destination Rings
0 s 15 s |  |  |
|----------------------------------------> | 15 s |  |
(CFNA Timer) | |----------------------------------------> | 5 s |
| (CFNA Timer) | |----------------- |
|  | (CFNA Timer) | -----------------------------------------------
|----------------------------------------------------------------------------------------------------------> (System Call Rerouting Timer: 35 s) | (No Answer - Recall Timer)

## Programming

When programming alternate rerouting, you MUST set the No Answer columns in the Call Rerouting First Alternative form to get the system to attempt the second alternative destination (as provisioned in Call Rerouting Second Alternatives form) when the first alternative fails to answer. To illustrate this requirement, consider the following scenario:

Party A calls Party B who is busy. Party B has both first and second alternatives provisioned. The rerouting for Party B on BUSY condition is set to THIS in the First Alternatives form which sends the call to the destination specified. If this destination rings and times out, the secondary alternative destination is attempted but ONLY if the No Answer columns in the First Alternative form for Party B are set to THIS.

To program Call Rerouting treatments:

1. Call Rerouting Always Alternatives form

For each Always Alternative Number

- Change "No Reroute" to "Reroute" for the required originating device(s)

- Enter the directory number to which calls should reroute.

2. Call Rerouting First Alternatives form

For First Alternative Number 1

2. Leave all values set at "Normal".

For other First Alternative Numbers

- If calls from an originating device type are to reroute to the First Alternative in Busy or Do Not Disturb conditions, set the value to "This".

- If calls from an originating device type are to reroute to the First Alternative in No Answer conditions, set the value to "This".

- If calls from an originating device type are to reroute directly to the Second Alternative in Busy or Do Not Disturb conditions, set the value to "Last".

- If calls from an originating device type are to reroute directly to the Second Alternative in No Answer conditions, set the value to "Last".

- Enter the directory number to which calls should reroute.

3. Call Rerouting Second Alternatives form

For Second Alternative Number 1

3. Leave all values set at "Normal".

For other Second Alternative Numbers

3. If calls from an originating device type are to reroute directly to the Second Alternative in Busy, Do Not Disturb, or No Answer conditions, set the value to "This" or "Last".

4. Enter the directory number to which calls should reroute.

4. Call Rerouting form

5. For each directory number that is affected by Call Rerouting, enter the Always Alternative Number for Day Service, Night Service 1, and Night Service 2, and the First and Second Alternative Numbers.

NOTES:

- Call Rerouting for users can also be programmed in the User and Services Configuration form.

- If All is not selected in the Call Rerouting DND Type field, then internal calls from a console will always override DND.

5. (Optional) Class of Service Options form

- For single-line displays sets, enable 'Display Caller ID On Single Line Displays For Forwarded Calls' to display the original caller ID for calls forwarded/rerouted to the set instead of the forwarding party ID.

## Device Support

Not applicable

## Operation

None

Related Topics

- Called Termination Features Override