# Adding/editing a call distribution element

The call distribution elements are used to route an incoming call to a unique destination or a combination of destinations (e.g. a user group and a user at the same time). Each call distribution element has three states (switch positions) and you can define different destinations for each of them. The current switch position is determined by the allocated switch group. You have the possibility of configuring the call distribution elements and the call destinations here.

## Switching states of call distribution elements

Each call distribution element is allocated a switch group with three switch positions. Configure the call destinations independently of one another for each switch position.

## Alternative call distribution elements

You can link each call distribution element with two other call distribution elements (CDE if no answer and CDE if busy). This allows you to deflect calls to alternative destinations if the destinations of the original call distribution element are either busy or the call is not answered.

## Call distribution elements with separate call number

With digital network interfaces an external call is routed to a call distribution element via the DDI configuration; with analogue network interfaces, via the trunk group configuration.

You can also use a call distribution element for internal routing. To do so, create call numbers in the internal numbering plan for the call distribution elements you want (it is possible, but not necessary, for a call distribution element to have a call number).

Note:

Call distribution elements can be dialled internally via their call number, but not using dialling by name.

## General settings

Table 1. Call distribution element (CDE)
Parameter | Explanation
Call Distribution Element | Identification number of the call distribution element
CDE name | Name of the call distribution element
CDE call number | Call number of the call distribution element
Switch group | Assigned switch group: This switch group is responsible for switching over the switch positions.
CDE in use | This call distribution element is being used. This call distribution element is not being used and can be deleted. You can delete unused call distribution elements by clicking a call distribution element and right-clicking to open the context menu and select the entry Delete unused CDEs.

## Call destinations

Table 2. Call destinations (depending on the switch position)
Parameter | Explanation
Routing destination | Specification of the connected destination. You can find an overview of the destinations on the next two tables.
User group | Lets you select the user group you want if one of the specified destinations is a user group.
User | Lets you select the user you want if one of the specified destinations is a user.
Welcome announcement (MoH) | This setting lets you specify how the call distribution element should handle welcome announcements if the incoming call was initially routed via another call distribution element with an active welcome announcement. No music: The welcome announcement being played from the first call distribution element continues to be played. <Welcome announcement>: The welcome announcement being played from the first call distribution element is interrupted and the welcome announcement selected here is played. Stop: The welcome announcement being played from the first call distribution element is interrupted and the pause signal Ring back tone is fed in. If the caller was previously not yet connected with the announcement service (e.g. CDE overflow if busy), he is connected through on the exchange side. Music: The welcome announcement being played from the first call distribution element is interrupted and the pause signal External audio source is fed in. If the caller was previously not yet connected with the announcement service (e.g. CDE overflow if busy), he is connected through on the exchange side.
Queue | The queue with announcement (Number in Queue) can be inserted as an option between the call distribution element and the destination (or combination of destinations). Callers with a busy call destination land in the queue and are continually updated on their current position within the queue. The caller can also be offered alternatives for handling his call. Note: A queue can only be configured when the routing destination is a single user, a user group, a key telephone, a multiple destination, an operator console or an ACD queue. The queue with announcement function is activated only if the destination is genuinely busy. So in the case of the last two aforementioned destinations, only if the attendant or ACD queue is full. Any call forwarding actions (CFU, CFNR, default call forwarding, call forwarding if unobtainable, etc.) configured at the call destination are not executed. Integrated mobile/external phones and PISN users are not called. Internal calls are only routed via the queue if the internal user is called via the call number of his call distribution element. No music: The call is routed directly to the destination <ID: Designation of the queue>: A call with a busy call destination ends up in the assigned queue. New...: In doing so, a new queue is opened. It is possible to define up to 16 queues (8 only for Mitel 415/430).
Description | Free text field for specifying the queue. This name is displayed with the ID when selecting a queue.
Max. number of entries | Enter the queue size here. This is equivalent to the maximum number of callers in the queue. If the queue is full, then any additional callers who end up at a busy call destination will hear the busy tone. If 0 is entered, then the busy tone is always heard in the event of a busy call destination. So, setting the parameter to 0 may be used to turn off the announcement temporarily. Note: Although the maximum number of entries is 200, only position 1...99 can be announced.
Auto attendant | Assign the queue the mailbox profile of an existing user or create a new profile. No music: The call to a busy call destination does end up in the queue, but nothing is played to the caller. Mailbox of user: <User name (call number)>: The auto attendant for the mailbox of a user is assigned to the queue. Note: Only those users that have a mailbox with an assigned auto attendant are listed. New...: In doing so, a new auto attendant profile is opened. A user, voice mailbox and announcement with the action Position in queue information can be opened here automatically and can have a profile assigned. Further details can be found in the online help for this input window.
Announcement while ringing | If the caller is in position 0 in the queue, the selected destination will ring. The parameter determines what the caller obtains during that time. The caller obtains the announcement made by the auto attendant. The caller obtains the ring back tone.

Table 3. Unique destinations (CDE)
Destination | Explanation
User | The call is routed to a single user (internal user, guest room, PISN user, and others).
User group | The call is routed to a user group, where it is distributed.
KT Line (line key) | Line dialler/key telephone: The call is routed to a KT line and offered to all the line keys linked to this KT line.
Operator console | The call is routed to the operator queue and is offered to all connected operator consoles and operator applications.
ACD (Automatic Call Distribution) | The call is routed to the ACD queue from where it can be fetched by an ACD server or ACD application. Note: For calls to the ACD queue you must select the Force showing DDI number setting in the CDE configuration.
PSTN overflow | Destination of a break-in configuration in the AIN.
Voice mail | The call is routed directly to the voice mail. Note: Only use this destination in an alternative call distribution element of a user with a voice mailbox. Otherwise the call cannot be assigned to any voice mailbox.
Mobile/external phone integration | This destination is part of the mobile/external phone integration. The call distribution element must be linked to the central dial-in number for the mobile/external phone integration.
Modem | This is the remote maintenance destination for the analogue dial-up access. The call distribution element must be linked to the central dial-in number for the analogue remote maintenance.
Remote management (SRM) | This is the remote management destination for the dial-up access of the SRM server. The call distribution element must be linked to the central dial-in number for the IP remote management.
Conference bridge | This destination is used for the dial-in conference. In the numbering plan, the call number 896 is predefined for this purpose, pointing to a CDE with this destination. However, more CDEs can be configured with the routing destination Conference bridge. It is important to define call numbers for these call distribution elements, through which internal conference participants can dial in to the conference bridge. So external users can also reach the conference bridge, a dialling in number must be set up which points to this CDE.

Table 4. Multiple destinations (CDE)
Destination | Explanation
User + UG | The call is routed simultaneously to a single user and to a user group.
User + KT | The call is routed simultaneously to a single user and to a KT line.
KT + UG | The call is routed simultaneously to a KT line and to a user group.
User + UG, busy | The call is routed simultaneously to a single user and to a user group. If one of the destinations is busy, the caller obtains the busy tone and the call is not offered to the second destination either.
User + KT, busy | The call is routed simultaneously to a single user and to a KT line. If one of the destinations is busy, the caller obtains the busy tone and the call is not offered to the second destination either.

## Settings

Table 5. Call forwarding
Parameter | Explanation
CDE if no answer CDE forwarding time | An incoming call is forwarded to this call distribution element if it was not answered after the CDE forwarding time (indicated in seconds) has expired (alternative call distribution element).
CDE if busy | An incoming call is forwarded to this call distribution element if the defined destinations are busy (alternative call distribution element).

Table 6. Music on hold / announcement service
Parameter | Explanation
Music on hold | Define here what is played to the user on hold. This setting has precedence over the system-wide setting for music on hold. whether music on hold or a greeting should be played in the call phase: Silence: No music and no greeting. External audio source: Plays audio from the external audio source. Internal audio source: Plays the internal audio file you selected in the configuration of music on hold (Services / Music on hold view). Hold tone: A periodically recurring dual tone. Welcome announcement: Plays the welcome announcement you selected under Welcome announcement. As defined in 'Music on Hold' Applies the system-wide settings for music on hold.
Welcome announcement | Lets you select a welcome announcement from the announcement service that is already available (Services / Announcement service).

Table 7. Call identification information
Parameter | Explanation
Force showing the DDI number | The DDI number is displayed in any case. This setting is important if you are routing the calls to an ACD server.
Show forwarding information instead of CDE name | Situation: An external user A calls a user B, who is in the PSTN or on an external communication server. User B has forwarded internally to user C. Depending on the setting, the following is displayed: <User A> forwarded by <user B> <User A> for <CDE name> of <user C>
Show CDE name at first position | The number (or the name, if available) of the caller (userA) is shown in the first position: <User A> for <CDE name> The CDE name is shown in the first position: <CDE name> of <user A>

Table 8. Call logging and call limitation
Parameter | Explanation
Enter ICL data | The connection data for incoming calls is recorded.
Max. incoming calls | Lets you enter how many incoming calls can be routed simultaneously via this call distribution element if several destinations are defined. Once the set value is exceeded, busy is signalled to a subsequent caller or the call is routed to the alternative call distribution element CDE if busy (provided one has been configured).

Table 9. Key telephone
Parameter | Explanation
Route | No route: Line key assignment corresponds to assignment through the call key or handset. An exchange access prefix must be chosen for external calls. <Route number>: Line key assignment creates a direct link to the exchange via the route defined here (KT route), without having to choose an exchange access prefix: No internal calls possible via this line key. Outgoing barred in the key configuration must be switched off.
Cost centre | If assignment is made via an KT route directly in the exchange, calls are logged on this cost centre.

Table 10. Data service
Parameter | Explanation
Data service destination table | Lets you select which data service destination table the data service connections are to be routed. In a data service destination table one destination is defined for each data service type. You can configure the data service destination tables in the view.. Configure Call routing / Extended / Data services.
Data service unique destination | If Unique destination is entered in the data service destination table as the destination for a data service type, the call is routed to the destination entered here.

Table 11. Queue
Parameter | Explanation
Charge-free call queue | A caller in the queue will not be charged for a certain period. This can be specified in the trunk group configuration (Charge-free timer setting).

Table 12. PSTN overflow
Parameter | Explanation
Enable PSTN overflow | This setting only appears in an AIN. It is relevant if in a call distribution element a terminal is defined as destination on another node. It can also be implemented in the configuration of PSTN overflow routing. For connections, which lead to a terminal on another node through this call distribution element, the PSTN overflow routing can be used. For connections, which lead to a terminal on another node through this call distribution element, the PSTN overflow routing cannot be used.

## Connected DDIs and trunk groups

All DDI numbers connected to this call distribution element are listed here.

## Line keys

All line keys connected to the KT lines of this call distribution element are listed here.

Table 13. Line keys
Parameter | Explanation
User | User
Profile ID | If Unique destination is entered in the data service destination table as the destination for a data service type, the call is routed to the destination entered here.
Key number |
Priority | A call distribution element with the destination KT makes available several KT lines which are prioritised among each other. An incoming call is first presented on the KT line with priority 1. If it is busy, the call is sent to the KT line with the nearest lower priority level, etc.
Outgoing barred | An outgoing call cannot be set up with this line key. An outgoing call can be made with this line key.
Terminating KT line | Only one line key can be connected to this KT line. Call forwarding is implemented on this key. Several line keys can be connected to this KT line. Call forwarding is not implemented on this key. Note: If the parameter Allow call forwarding on terminating KT lines of the assigned user is set, the call forwarding will be executed in any case.
Line ID |

Parent topic: Incoming call routing
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