To ring a phone, a caller should call with an internal number or an external number which is registered with the provider and created in Compass.

Both for internal and external numbers a dialplan is made with elements (such as soundprompts and queues etc.). One of these elements is a user.

When the element of a user in the dialplan is triggerd, Compass first looks at the status of this user (Always, Busy, No answer, not reachable). Depending on this status the call will be forwarded (if a number is known for these statuses) or the logged in VoIP phone will ring. When a status is applicable but the number for that status (for example busy) is not there, the call wil go to the next element in the dialplan.

Please also look at ‘Compass structure’ for a visual overview of this structure.

A dialplan from an internal number which is associated with a user is not followed when the element of the user is triggerd in a different dialplan. This because dialplans of internal numbers can only be called from other internal numbers (within the Compass company) or when placed in a call forward as nested dialplan.

There are two ways a call can be forwarded to an individual user, which are explained below:

Shared call forward

This method is based on a forward element that is placed in a dialplan. The disadvantage of this method is that it can not be used in combination with a queue or be managed by the mobile app. To manage this properly it is possible to use it in conjunction with a virtual switch.

Personal call forward

This method is based on a forward which is configured at the user level, which can be set at the personal settings page. (For Always, Busy, No answer, not reachable). Advantage: Can be used in conjunction with a queue and managed by the mobile app.

Caller ID with call forward

It is only possible to forward the office number or the number of the caller. It is not possible to view both on the screen. (only on VoIP phones). It is also not possible to play a prompt to announce information about the call, to the person who is receiving the call.

Reference ID: KB00006

What method should I use?

Scenario 1

Need: The company has multiple webshops and for each webshop an own identity. The company want the agents to know from which webshop name to answer the calls and to have the ability to call back.

Solution: For each identity a welcome prompt is used. Therefore the agents don’t need to speak out the webshop name. To be able to call back, all calls are forwarded with caller line idenitification on (CLI). When having a missed call, only the number of the caller is shown, not the number were the caller called to (applicable on forwards to mobile phones).

Scenario 2

Need: The company has multiple webshops and for each webshop an own identity. The company want the agents to know to which webshop the call has been made.

Solution: For each identity calls are forwarded with the number were the call has been made to as the caller id (CLI off). In this way it is clear to which number the caller called. Save this number in your addressbook. To call the caller back the user has to look in the CDR for the appropriate number.

Accept with ‘#’

Be sure a forwarded call is always set up with ‘# to accept’. Otherwise the compass voicemail or other parts of the dialplan cannot be used when a call is rejected or a phone is unavailable. Instead calls will go to the (private) mobile voicemailbox, which in many times is unwanted.

Personal call forwards: The ‘# to accept’ can only be enabled in the user settings menu (accessible for administrators)

Shared call forwards: The ‘# to accept’ can be set for each call forward element.


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