Call Profiles

When telephone calls come into Attendant, they are filtered by inbound or outbound call profiles. 

Inbound call profiles compare DNIS ("to") and ANI ("from") information about the call with predefined call characteristics defined in the profile, as well as the line or line group that the call is on.  The call is processed by the custom profile that matches the call, or by a default profile that Attendant uses to process calls that don't match user-defined profiles.  You can customize a default profile to play a wave file, but its filtering criteria are disabled.  This insures that the default profile will match all calls that get past your custom profiles.

Outbound profiles examine calls analysis information, since outbound calls are already connected to a contact when the call is passed to Attendant.  Outbound call matching is based upon whether the call was answered by a live person, fax machine, or answering machine. 

Call Analysis is a CIC process that analyzes a connection to determine if the call reached a live person, a Fax machine, an answering machine, and whether or not an agent is available to process the call.  Outbound profiles use call analysis criteria to route calls based upon the type of party connected.