Product Listing
Call Routing - Business Only - V6.0
Product Description
Call Routing - Business Only is a feature of Business Voice Messaging Service - General Information.
Call Routing allows end-users to automatically direct their incoming calls into a minimum of two or a maximum of nine mailboxes or routers using a touchtone telephone. Callers will only be routed to mailboxes or routers and not to telephone numbers. If the end-user needs to route calls to a telephone number, order Call Routing to Number.
Spanish Call Routing is a Spanish language only call router and the prompts are in the Spanish language only. Language is the only difference between Call Routing and Spanish Call Routing.
There are no "Calling Party Hears" prompts on a call router.
Two router products exist:
- Call Routing - Business Only
- Call Routing to Number - Business Only
The following table provides a comparison of the differences between the two router product offerings:
| Router Comparison | Call Routing | Call Routing to Number |
| Up to nine destinations available | X | |
| Up to ten destinations available | X | |
| Callers are directed to push a single digit (1-9) | X | |
| Callers are directed to push a single digit (1-9, or 0) | X | |
| Callers can only be routed to a mailbox or router. The destination mailbox or router must be in the same Voice Response Unit (VRU) as the original router. | X | |
| Router must route to a minimum of two destinations | X | |
End-users may have up to nine of the following behind Call Routing:
|
X | |
Caller presses 1-9, they will be routed to one of the following:
|
X | |
Caller presses 0, they will be routed to one of the following:
|
X | |
| Rotary Dial Callers and Callers not choosing a destination will be routed to the 0 destination | X | |
| May be provisioned Message Design System (MDS). DID provisioning is only possible when the router is provisioned out of a Listen Only VRU. | X |
Standard features for Call Routing are Router Greetings and Greeting Only Security Code.
Router Greetings:
Your end-user must create a call router greeting. This greeting must tell the caller which number on the telephone keypad is associated with the destination they need. Depending on the number of destinations chosen, it may be appropriate in the greeting to advise the caller how many options they will listen to and that they may press the appropriate number at any time without listening to the entire recording. The greetings:
- Can be up to three minutes long
- Will prompt callers into the appropriate destination, mailbox, or router
- May also include minimal information pertinent to the end-user's business
End-users may:
- Record a personal greeting of up to 90 seconds in length
- Have the system answer with a standard greeting
End-users must also:
- Record their name or
- Have the system play their telephone number
This name or telephone number identifies the mailbox. The name or telephone number will also appear in a standard, system-generated greeting.
Standard Greeting sounds like this:
"You have reached (end-user recorded name or system generated telephone number plays here). At the tone please record your message. When you are finished recording, you may hang up, or press one for more options."
Example of a Personal Greeting:
"You have reached the corporate offices of xxxxxxx. We are located at xxxxxxxxxxx. To leave a message for Sales, press 1. To leave a message for Service, press 2. Thank you for calling."
CenturyLink will establish the Callers Menu router configuration per your request and provide you with the Greeting Only Security Code and a standard greeting. Your end-user can change the Greeting Only Security Code and personalize the greeting at any time. The end-user will not have access to change the Callers Menu that would allow the route to destinations to be changed. The Greeting Only Security Code protects the privacy of the end-user by not allowing anyone else to change the greeting unless they provide the security code to someone.
To change the route to destinations requires you to submit a request to your CenturyLink Service Manager.
To listen to a Mailbox Greeting the end-user may either:
- Review their greeting through the mailbox interface
- Call their mailbox to hear the greeting play
CenturyLink Easy Access is an abbreviated number to dial (*98) which is pre-programmed to call the end-user's retrieval number. CenturyLink Easy Access can be added to any service that is compatible.
Router Destinations:
- DID Mailbox
- DID Call Router
- DID Call Routing to Number
- Pseudo Mailbox
- Pseudo Call Router
- Pseudo Call Routing to Number
Message Capacity refers to the number of messages a mailbox will store at one time. Additional information can be found in Business Voice Messaging Service - General Information.
The number of simultaneous calls a mailbox could take is equal to the number of message "slots" available in that mailbox. Additional information can be found in Business Voice Messaging Service - General Information.
Each router needs to route to a minimum of two and a maximum of nine mailboxes or routers. Call Routing and its associated mailboxes or routers must be built out of the same Voice Response Unit (VRU). These locations may be any combination of the following:
- Call Routing (VPH)
- Call Routing to Number (VJMXU)
- Listen Only Mailbox (VJMXW)
- Spanish Call Routing (VPHXA)
- Spanish Call Routing to Number (VJMXV)
- Voice Mail-English Subscriber Prompts (MBB)
- Voice Mail-Spanish Subscriber Prompts (MBBXA)
Call Routing cannot route calls to:
- A mailbox/router in a different VRU than the router
- A local telephone number
- An 800/877/888 telephone number
- A long distance telephone number
- An attendant
Call Routing cannot be used for the distribution of information. See Listen Only Mailbox - Business Only.
Callers using a rotary dial telephone will not be able to leave a message.
Availability
Call Routing is available wherever Business Voice Messaging Service is available. To check Business Voice Messaging Service availability, you can use the BVMS Lookup Table.
Additional information can be found in the Pre-Ordering Overview.
Compatibility & Restrictions
| Feature/Service | Rules/Restrictions |
| Additional Message Capacity 50/100 | Not compatible |
| Business Voice Messaging Choice | Not compatible |
| Call Routing to Number | Limited compatibility Multiple routers need to be in the same VRU as the original router. |
| Extension Mailbox | Not compatible |
| Listen Only Mailbox | Limited compatibility This feature must be built out of a Listen Only VRU. May only be built DID out of the Listen Only VRU if a Listen Only Mailbox is built behind the router. |
| Message Notification | Not compatible |
| Message Waiting Indication | Not compatible |
| Scheduled Greetings | Not compatible |
| Voice Mail Mailbox | Limited compatibility Call Routing and its associated mailboxes must be built out of the same Voice Response Unit. |
Pricing
Rate Structure
Call Routing may have a recurring and a nonrecurring charge based on state specific Tariffs/Catalogs/Price Lists.
Rates
Retail rates for this feature can be found in the state specific Tariffs/Catalogs/Price Lists.
Rates and/or discounts are available in Exhibit A or the specific rate sheet in your Interconnection or Resale Agreement.
Ordering
Ordering Rules
Additional information on ordering can be found in the Ordering Overview.
Feature Activity Types (Action Codes)
The valid Feature Activity Types are:
- D = Disconnect
- N = Add
NOTE: When changing from one feature to another, use N and D Feature Activity Types.
Feature Codes (USOCs)
Call Routing (English) is identified by using the USOC VPH.
Call Routing (Spanish) is identified by using the USOC VPHXA.
Feature Detail (FID and Data Requirements)
The FID DNTD (Do Not Tear Down) and the 10-digit telephone number e.g., N VJMXU /DNTD NPA nnn-nnnn is used to establish a flag, which prevents a mailbox or router from being torn down when:
- A mailbox or router is moved from one account to another and the end-user wants the mailbox or router to remain active
- The mailbox or router number can and will remain on the same number
An entry in the RMKS is required to indicate how the router works; e.g., Mailbox 1 (Name), Mailbox 2 (Name), Mailbox 3 (Name), Mailbox (Name).
Adding Call Routing
This feature is ordered by including:- Feature Activity Type N and the appropriate USOC
Removing Call Routing
This feature is removed by including:
- Feature Activity Type D and the appropriate USOC
Last Update: March 17, 2015
Last Reviewed: October 17, 2023