How to set up Gradwell One call routing rules

Getting started

Our Gradwell One service allows call routing rules to be set up for almost any scenario. Rules can be created to affect all users, users within a specific group or an individual user, and will dictate how a call will be handled by the system.

Call routing levels

There are three call routing levels that you need to be aware of:

• Organization: call rules at this level affect all users of the organisation. There are some rules created by default when your Gradwell One account is created, otherwise you would be unable to make and receive calls
• User group: If you have created user groups for your users you can set rules that affect all members of the group. As members can be associated with more than one group you can set call priority rules so that if rules between groups conflict in a scenario the system know which takes precedent
• Individual: an individual user can, if you wish, create custom rules for their own needs
  

Basic configuration

To edit call routing rules as an administrator, navigate to Services and then Call routing.

Managing what type of call routing rules can be set up

As an administrator, you have the ability to manage what sort of rules users can set up, for example whether they can set up custom rules that divert to a call queue. You can manage what rules users can create for both the organisation and for groups. To do this, click on Allowed destinations.

To add a new option click Add destination and select it from the drop down box. To remove a destination click the red cross next to the appropriate destination.

About group priority

Our Gradwell One service gives you the ability to create groups to easily manage employees. For example, you might set up a sales group and a support group for different departments.

The system does not restrict you to adding a user to just one group, and therefore a user can be a member of many groups. If they are a member of more than one group, it is likely that they would have conflicting call routing rules. In order to dictate to the system which group should take priority, navigate to the call routing screen and change the order of the groups under Rules for organization and user groups using the up and down arrows.

Managing Organization and Group rules

To edit rules for all members of the organisation or group, click Rules next to Rules for organization and user groups.

Any call routing rules that you make here will affect all members of the group, and there are two types of rules:.

• Mandatory rules will always be applied to a call, and will take priority over any personal rules that the user creates
• Overridable rules can be overridden by a user when they create personal rules
  

To add a new rule, simply click add. To manage priority, use the up and down arrows. To delete, click Del next to the rule. Please note that there is no way to edit an existing rule, so if any changes need to be made a new one must be created.

Managing individual call routing rules

Individual rules can be either setup by admin users or by the end users themselves.

There are several ways for end users to manage call routing. If they are using the softphone program they can edit their rules by going to Tools and Call routing.

Alternatively rules can be edited using a web browser by logging into the control panel, selecting the Services menu and clicking the Call routing link. The process for creating rules is exactly the same no matter which method the end user uses.

To create a new rule, click the Add button. To manage priority, use the up and down arrows. To delete, click Del next to the rule. Please note that there is no way to edit an existing rule, so if any changes need to be made a new one must be created.

Troubleshooting call routing problems

This article details some common call routing mistakes.