Call routing plans

A call routing plan is a powerful tool that allows you to determine how calls to this mailbox are routed based on the day of week and the time of day, as well as by the call condition (busy, ring no answer, etc.).  The Call Routing Plans property page allows you to add a call routing plan to the mailbox, to remove or disable a template already assigned, or even to create a custom template.

Warning:  Modifying call routing plans should be done with care, as difficult-to-diagnose problems can easily be introduced in this area.

The figure below shows the Call Routing Plans property page for a standard mailbox, which is assigned the Standard call routing template by default.

Note: You cannot edit an assigned template from within the Mailbox Editor; it is read-only.  To edit a call routing template, refer to the call routing section under Template Management. Or to edit settings just for this mailbox, remove the assigned template and create a custom plan from scratch instead.

The list box at the top left of the property page lists all call routing plan templates currently assigned to the mailbox.  To the right of the list box, the settings that control when the template is active are displayed, as well as the address and technique that will be used.  The action taken at the end of the call is also listed here.  Below the list box, the dialog lists the other conditional actions, such as what it will do on RNA or busy.

The Template Disabled check box in the lower right corner may be used to temporarily disable a template without removing it from the mailbox.  Check the box to disable the template and uncheck the box to re-enable the template.

Add a Template

Click Add to display the Open dialog, as shown below.

Select the call routing plan template you wish to add and click Open to add it to the list.  Or click Cancel to close the dialog without assigning a template.  You can add at most 10 templates to the list; however, typically you would only want one assigned template.

Remove a Template

Select (highlight) a template in the list box, then click Remove.

The selected template will be removed from the list.  The change will only take effect after you click Apply or OK.  If you click Cancel, any changes you have not applied using the Apply button will be undone.

Create a Custom Template

Click Custom to open a dialog to create a new custom call routing plan.

The template will automatically be given the name CUSTOMn, where n is a single-digit number.  The first template created will be named CUSTOM0.  This is done because custom templates are stored with the mailbox rather than with the global templates, and are only visible to the mailbox in which they are created. They cannot be managed from within the Template Manager nor can they be assigned to other mailboxes.

Since editing a custom call routing plan is otherwise the same as editing a global call routing plan, please refer to the call routing section under Template Management for detailed instructions.

To edit an existing custom template, double-click on the template in the list box to open the above dialog. If the template you selected is a custom template, you will be able to edit it; if it is a global template, you will be able to view it, but not edit it.