Advanced routing
Opal marketing numbers are translated in the telephone network, so that the calls are delivered onto your chosen lines. The Opal Call Care website allows you to change the routing number yourself - or alternatively you may call us to have it done.
There is a wide choice of additional routing plans that can be set on your numbers. These include some specialist plans - queue manager, store locator, auto attendant - and some generic ones shown below. There is also the option to have all calls recorded using the Opal Replay service
Area plan
Area plan provides routing based on the location of the caller. The country can be divided up into regions based on dialling codes and for each of these areas you can set a corresponding destination number. Any unrecognised areas will default to a fallback destination.
There are currently the following pre-set standard plans available:
4 Area plan |
England , Ireland, Scotland and Wales. |
10 Area plan |
London, Western Home Counties, Southern Home Counties, Northern Home Counties, Midlands, Wales, North West, North East, Scotland, Northern Ireland |
96 Area Plan |
County Area Plan plus main towns and cities i.e. Inner / Outer London, Birmingham, Preston etc. |
Terrestrial TV plan |
Independent TV regions e.g.. Granada, Grampian, LWT etc |
For example, you may have a number of regional offices within the UK, if a caller dials your marketing number then we will route the call based on the caller CLI to the nearest office to the caller. If the call originates from a mobile number then the service could be set to divert to the head office or a centrally located office.
Timed divert service
The timed divert service provides a mechanism for callers to be diverted to different routing numbers dependent upon two factors; time of the day and day of the week. The subscriber can set up a maximum of fifteen timed diverts per marketing number.
For example, a company has two offices, one manned 9 to 5 Monday to Friday and the other manned 24 hours a day 7 days a week. The company has one 0800 marketing number, the number could be set up so calls would ring to the first office during office hours Monday to Friday, and at all other times to the second office.
Dated divert service
The dated divert service can provide for the routing of calls based on specific calendar dates.
There are three options available for this service:
Bank holidays |
If this service is enabled then the routing on bank holidays would be the same as the weekend routing plan. For this reason the customer must set up a weekend profile for this service to be enabled |
Special days |
You can set up to five 'special' dates where a call can be routed to a special number. On all other dates the call would be routed as normal. This special date service can be combined with the Bank Holiday service as detailed above. |
Date range |
This service allows for translation based on two dates, with a number before, during and after the date range |
Call distribution
This service provides for distribution of calls to multiple landline destinations according to a specified distribution plan. The distribution plan can have up to a maximum of 10 destinations per marketing number and you can set a percentage of calls to be routed to each location.
When call volumes are too much for a dedicated call centre, call centre administrators have the ability to alter configuration of the call percentages via the web based Call Care system.
For example, a company has three call centers and one of those call centers is larger than the other two. 50% of the calls can be set to go to the larger call centre and 25% each to the two other call centers.
Divert on busy / no reply
This service provides for diversion to a secondary number if the delivery to the first call fails. Call failure could occur either because the line was busy, (engaged or out of service) or alternatively if there was no answer (after 5 rings.)
If, on routing to the second number, there is another call failure then the caller will receive number unobtainable (NU-tone).
We can see all the call scenarios below:
First Diversion |
Second Diversion |
Caller Hears |
Answers call |
|
Ring Answer |
No Answer |
Answers |
Ring Answer |
No Answer |
No Answer |
Ring NU Tone |
No Answer |
Busy |
Ring NU Tone |
Busy |
No Answer |
Ring NU Tone |
Busy |
Answers |
Ring Answer |
Busy |
Busy |
Ring NU Tone |