Build my call plan

Build my plan call plan Access Restrictions:

Customer	Customer must have subscribed to Contact Point, Contact Path or Contact Pro
User	Must have Point my number enabled Must have access to the numbers enabled

In order to be able to access the Build my plan screen your user profile must have the Point my number role enabled.

Description

The Build my call plan page is the main functional area of the Myinbound website. It is this page that gives you the power to build sophisticated call plans for managing incoming calls.

The features available within the Build my call plan page are dictated by the services that your company has subscribed to. For example, call recording functions are only available where your company has subscribed to Call recording as an add–on service.

Refer to your service provider for an up-to-date list of features and services available with the Myinbound products.

In order to get into the build my call plan screen, you will need to select the open function from "point my number" screen against a specific number. From here you will be able to see a list of the call plans you currently have created.

You will notice that against each call plan you have 3 options to seelct from, these options allow you to open, copy or delete a call plan. These are fairly self-explanatory, however there are some advanced options you can take advantage of when copying a call plan, for further information on these options please see the "Copy Call Plan" section below.

When a call plan is validated, there is the option to tick the Make this my BC box before closing the call plan, thus enabling the user to pre designate a call plan to be used in the event of a Disaster Recovery situation such as an office evacuation. When selected as a BC plan, the call plan status will be displayed as "BC-Active".

When the BC plan is active (see Point my Number page for how to do this), it will appear in red as the active call plan as shown here:

The previously active call plan will revert to validated status. Providing no changes are made to the last active call plan, it can be reinstated using the Manage my BC function on the Point my Number page.

Copy Call Plan

When the Copy button is selected the window below is displayed.

If you simply want to make a copy of the call plan available within the same number then enter the name of the copy and click on the Save button.

If you want to copy call plans between different numbers then use the Advanced button.

If the call plan is to be copied to other numbers within the same inbound account then check the Copy to this Inbound account box. This will cause the window below to be displayed.

Click on the Proceed button and you will be presented with a window like the one below showing the numbers available for you to copy your call plan to. Simple select the required numbers and then click on Save.

If you want the call plan to activate automatically when the plan is copied to the new number then check the Activate when copied check box. Please note, the call plan must already have been validated for this option to be available; if the plan has not been validated then the Activate when copied check box will not appear.

Then click on Save again when presented with the screen below.

In order to copy to numbers within another account the destination account logon details must be entered when presented with the screen below but otherwise the process is the same as copying to another number in the same account.

Notes

When a call plan is copied to another account the destination account must belong to the same channel partner.

When copying between accounts, any announcements used within the call plan will be copied across with the call plan.

The Activate when copied check box only appears if the call plan being copied has been validated or activated.

General Rules

There are some general rules you should be aware of when building your call plan. An understanding of these will help you in understanding what a valid call plan looks like.

In general, a group of siblings must all be of the same type, e.g. Date controls, or Day controls. If you try to add a sibling that is of a different type then the website will not allow this. However, there is an exception to this rule. The special case is the Divert control which can be a sibling of a Destination or a Distribution control.

Within a group of siblings there can be only one control set to be the Default. In order to allow flexibility when building the call plan it is possible to add multiple Default controls during the edit stage. However, a call plan with multiple Default controls will be rejected when it is validated.

There is a maximum of 1000 controls that can be added to a call plan. This is far more than any real call plan should need so if you reach this limit then you should re-asses your call plan design.