To add a new inbound number in the inbound numbers window, right-click and select new. To edit the details of an existing inbound number, right-click the number and select properties. The following window appears:
Use the tabs to access the various options for the inbound number, as follows.
Name: The inbound number's name. Note: do no use the : or ; characters when specifying an inbound number's name.
Description: Any comments concerning the inbound number.
Route: The inbound number's Route.
Voice task: The inbound number's associated voice Task.
Fax task: The inbound number's associated fax Task.
DID: The access number the caller has to dial. Wildcards can be used. However, when checking wildcards, the system will always take the closest match. For example, if a call comes in on DID 306, the system will first look for an inbound number definition with DID 306. When it does not find an exact match it will look for an inbound number definition DID 30*, then DID 3* and finally *. Examples of DIDs:
50230333
502303* = all DIDs starting with 502303
50* = all DIDs starting with 50
* = all DID's
Internal number: The internal extension of the inbound number. If you want to enable agents to make internal calls, create an inbound number without DID but with an internal number routed to a specific location or to a specific agent. Example:
DID = empty
Internal number = 325
Route = Location 25
Voice mail: The voice mail box identification number connected to this inbound number (defined in the VoiceLink Application Generator).
Priority: Enter the priority level to be assigned to calls received on this inbound number. Priority levels range from 1 (highest priority) to 99 (lowest priority) and are used by the system to calculate the queue order.
Max overflow depth: Specifies the maximum number of times the system may route any given incoming call coming in on this number. The value can be from 0 to 99. By setting a finite limit, you can avoid a caller being re-routed indefinitely. When the maximum number of re-routes is reached, the caller will receive the busy tone. For example, a caller may be rerouted when the queue is full. For an overview of the possible overflow routes, check the route properties dialog.
Record all calls: If selected, all calls to this number will be recorded. Calls will be saved as *.wav files in the survey folder (e.g. C:CcaQesnameofsurvey or askiaserverccaqesnameofsurvey). This field is applicable only if CCA is using integrated telephony.
Matching sets: This feature allows Askiafield to determine contact time zones from the CLI (calling line identification) number. For example, 0033 prefixed numbers refer to France, which is on UTC+2. 0044 (UK) numbers are in UTC+1. By clicking 
, you can add a set (timezone sets are defined in the timezone matching dialog). You can associate as many sets with this inbound number as you like. To remove a set, select it and click 
. You can use the arrow buttons to change the order of the sets; sets higher in the list will be given priority over sets lower in the list.
Default time zone: Allows you to specify a time zone that will be used as the default when the time zone information is not determined from the CLI (calling line identification) number, as defined in matching sets.
In the skills tab, you can specify the skills an agent must possess in order to handle calls coming in on this number. Simply select the skills that you want to be required to handle calls on this number. See also: defining skills.
In the alarms tab, you can specify the alarm parameters that apply to this number. When one of these parameters is exceeded, a message is displayed in the alarms window.
Queue time exceeds: An alarm will be triggered when a call is waiting for an agent to handle the call for longer than the stated duration.
Ringing time exceeds: An alarm will be triggered when the time it takes an agent (or agents) to answer a call exceeds the specified value. Note: the total ringing time is considered, so if a call goes into the queue and rings, is not answered, goes back into the queue and then rings again, both ringing periods are taken into account.
Parked time exceeds: An alarm will be triggered when an agent keeps a call parked (i.e. on hold) for longer than the specified duration.
Talking time exceeds: The alarm will be triggered when an agent exceeds the specified duration handling a call (talking).
Clerical time exceeds: An alarm will be triggered when an agent spends longer than the specified duration in clerical time (e.g. filling out a form).
Maximum overflow reached: An alarm will be triggered when the system routes a call on this number the maximum permitted number of times as set by the max overflow depth property on the general tab.