Inbound call manipulation

[jeffjacobs]

I need to manipulate an inbound call based on caller ID and I am having some trouble finding out exactly how to do it.

We have a CM 6.3 and System Manager 6.3. We have 2 SIP trunks and all the calls come in on those 2 trunks.

Recently had a policy holder get mad about the decision made on their claim. Somehow they found the phone number of our executive and has started to call him several times a day. We have been told that every time this policy holder calls they want the call to go directly to someone on our legal staff. So any time we get a call from 859-555-1212 the call needs to go to extension 12345.

This policy holder could be calling in on any one or 300 toll free numbers or any of our hundreds of DID numbers. So I can't use the trick of changing the Incoming Call Handling Treatment screen to send the call to a vector and use an ANI table to redirect the call.

I can't use the EC500 trick to block the call completely because we can't block their calls.

Is there any way in System Manager that we can direct the call based on the caller ID? I assume since System Manager is where we convert our 10 digit DIDs to 5 digit extensions I should be able to do some routing based on the caller ID.

Any thoughts?

 

[kyle555]

I'd do it at the SBC. If "incoming FROM=8595551212@*" then "to=CUSTOMERSERVICE#" or something


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Thinking about this a little more, maybe you could do the EC500 thing but not implicitly block everything. I've suggested before giving that complainer a COR that can call every COR BUT the one of the people they shouldn't annoy, though that might be a bit tedious in your case. What if you burned a location in CM, his EC500 mapped to a station in that location with it's own calltype-analysis table where X min/max 4-15 or something global like that translated to customer service? Might save you from scripting out whatever SBC you got.