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The Call Routing Guy

A blog by Tom Wellige

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Let me take you onto a trip into the SwyxWare Call Routing wilderness. Get ready to get your hands and knees dirty and to sleep under the bright firmament of API functions...

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#12: Rotating call distribution to engineers

Inspired by a question in the forum I spent a little bit more time not just giving a few hints as answer in the forum, but instead made a complete call routing script from it. Task: an incoming call should be provided to 4 different engineers, while in week 1 engineer 1 will get the call, in week 2 engineer 2 will get the call, a.s.o. In the following I will describe the my approach solving this problem and also how to use the resulting call routing scrpt. VBs

Tom Wellige

June 15

#11: What time is it?

If you have ever wondered if it is possible to use the SwyxWare call routing to build your own speaking clock, the answer is yes. Of course, otherwise I wouldn't blog about it here As a matter of fact this was the very first call routing example in the Swyx Knowledgebase (kb2249) many moons ago (October 2002). As Swyx is taking the Knowledgbase out of service (and replaces it by articles in the Swyx Help Center) I have spent some time to scan through old articles and found this 17

Tom Wellige

November 19, 2019

#10: I can't hide anymore!

There is always one colleague in the group who is never answering group calls! Does this sound familiar to you? When connecting a call to a group it depends on the group configuration, how the call will be signaled to the group members: Parallel - all phones of all members ring simultaneously Random - one member is picked randomly from the group Rotary - the first call goes to member 1, the second call to member 2, a.s.o. Sequential - the

Tom Wellige

November 7, 2019

#9: Don't be shy, be chatty!

When it comes to develop call routing scripts with some own VBScript code in it, it might become handy to be able to have a look on what your code is doing. There are lots of so called "debugging" possibilities, but at this point you have to believe me, the only really reliably working method is placing your own log/trace information into the server trace file. Before you say that those trace files are way too large and confusing for you, they are not, once you know how

Tom Wellige

November 2, 2019

#8: Today I will stay in bed!

Days in which you can stay in bed in the morning are usually weekends, vacations or public/bank holidays. While you can plan your call routing for weekends and vacations quite easily, as they have fixed/planned dates, things get a little bit more difficult with public/bank holidays. There are of course public/bank holidays with fixed dates, like "Labor day (01.05.)" or "Day of German reunification (03.10.)" or "Christmas (25.12./26.12.)", but there are also "moving" public/bank holi

Tom Wellige

October 24, 2019

#7: Welcome to Babylon!

Have you ever had the necessity to create a call routing that somehow identifies the callers language and then provide all announcements afterwards in that language and maybe also connect to different destinations within the SwyxWare? In this article I would like to show some approaches on how this could be done and also point out their pros and cons. Lets assume you have a simple call routing that plays a welcome message, afterwards provide an IVR/DTMF menu and then conn

Tom Wellige

October 17, 2019

#6: Make it easy!

Last week I have shown how to setup a simple call routing script for the conference user to have a different pin validation for every available conference room. The latest version in that article had an hard coded pin validation for each room in an Evaluate block. This was ok when still developing the script but I don't consider that version properly usable or a customer as it is quite complicated for an untrained person to change a pin for a conference room.

Tom Wellige

October 10, 2019

#5: Let me in!

The SwyxWare comes with build-in conference rooms. In order to use them you just have to assign the wanted number (or numbers) to the "Conference" user via the SwyxWare Administration within the Microsoft Management Console (MMC) or Swyx Control Center (SCC). When using the SCC you can assign a PIN for each configured conference room (from SwyxWare 11.50 or SwyxON 1.50 on). When using the MMC you just get the conference rooms without any PIN. But it is actually quite easy to setup a

Tom Wellige

October 2, 2019

#4: Take me to your leader!

How to bring call routing functionality from user A to user B? Two things upfront: a single rule of a user being made with the "GSE" can be transferred all rules of a user, regardless if being made with the "rule wizard" or the "GSE" can be transferred Nothing else is possible! Lets start with item 2 of this list... Transfer all rules of a user The most comfortable way to do this is to use the SwyxWare Administration "Clon

Tom Wellige

September 26, 2019

#3: Be more flexible on dates!

Within the GSE of you have a Time block which can be used to check (beside others) for time spans: You might noticed already that in here it is not possible to take the dates (or times) from within variables. So only hard coded time spans can be checked with this block. In case you need it more flexible and use variables this block can't be used. But the GSE wouldn't be the GSE if there wouldn't be another easy solution for this problem. We just ha

Tom Wellige

September 24, 2019

#2: Hello, it's me!

Imagine you are on the road, somewhere on a business trip and you have just learned that you will be one more day out of office. So you will not be back tomorrow but only the day after. Problem is, that the announcement you left in your "I am out of office" call routing rule tells all callers that you will be back tomorrow. How can you prevent callers getting wrong information? Do you have a chance to change you announcement from on the road? Yes, you can! All you ne

Tom Wellige

September 23, 2019

#1: About some brave guy who travels the call routing world...

In this new blog series I am going to write on a more or less regular basis articles about the SwyxWare call routing. I will take together with you a look behind the scenes of the call routing, give useful examples for the daily usage, give examples and templates for the development of more complex rules and maybe from time to time just share a joke with you. From more than 15 years experience of giving the professional and developer call routing trainings I have a huge f

Tom Wellige

September 22, 2019

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