My Inbound
pinkconnect offers a full range of non geographical numbers: 0800 (freephone), 0870 (national rate) and 0845 (local rate).
These are available from only £5 per month for customers to order from us and help you to promote your business to callers.
My Inbound introduction
Pink Connect provides a range of voice services for businesses, of which My Inbound is one. This document describes the My Inbound service: its features, how it is delivered, provisioned, billed for and supported.
A quick guide
- Intro
- Setting Up a Call Plan
- Day Control
- Timing control
- Destination Node
- Diversion control
- Submitting Your Call Plan
- View My Performance
- Date Specific Routing
- Area Based Routing
- Distribution Control & Hunt Groups
What is the My Inbound Service?
The My Inbound portfolio comprises two Product variables: Contact Point and Contact Path. Both services are provided in conjunction with a Pink Connect NTS number. This may be a geographic My Inbound number, a non geographic 08 or an 03XX number. Please contact Pink Connect Support for a current list of available geographic My Inbound numbers.
Both Products provide End Users with access to change their My Inbound call routing via a password protected website: www.myinbound.com. Upon entering the correct Username and Password the End User can access their My Inbound call routing through the Point my Number link, thus enabling them to change the UK fixed line/mobile destination that their My Inbound ‘virtual’ number is pointing to. There is also the option of implementing additional routing features such as call diverts according to time of day/day of week. Available features are dictated by the Product provisioned. Both Products also contain an End User link to View my Performance. This link provides a range of online My Inbound reporting on a per number basis for all numbers provisioned on the End User account.
Through having complete on-line control of number routing and features such as call divert and time of day routing - a user can ensure that they maximize the number of My Inbound calls received and handle incoming calls with increased efficiency; hence enhancing their Customer Service. The service is ideal for many SME businesses.
Contact Point
This Product is ideal for the Sole Trader/single site business that will benefit from the control to set up and change their call routing according to opening hours/staff availability.
Features and Benefits of Contact Point
| End User Control of: | Business Benefits |
|---|---|
| Termination number | Redirect My Inbound calls online – in built business continuity |
| Time/day of week routing | Schedule call routing in advance according to business hours and call handling preferences |
| Divert on busy/OOH/no answer | Maximise call handling potential and provide improved service to the caller |
| Snapshot MIS | View call handling performance at a glance and monitor My Inbound call handling efficiencies |
Contact Path
This Product is suitable for the multi site/multi department organisation that will benefit from routing calls according to who the caller is, by caller’s location to the nearest office, or the relevant Account Manager to the creation of hunt group routing across a particular team.
1.3.1 Features and Benefits of Contact Path
| End User Control of: | Business Benefits |
|---|---|
| Termination number | Redirect My Inbound calls online – in built business continuity |
| Time/day of week routing | Schedule call routing in advance according to business hours and call handling preferences |
| Divert on busy/OOH/no answer | Maximise call handling potential and provide improved service to the caller |
| Snapshot MIS | View call handling performance at a glance and monitor My Inbound call handling efficiencies |
| Date routing | Set up date-specific routing in advance – e.g. Bank Holidays |
| Area based routing | Route calls according to STD code/CLI of caller and process incoming calls differently according to who the caller is |
| Call Distribution | Serial & % based routing across sites/departments or hunt groups to distribute calls according to business preferences |
Functional Overview
The End User publicises their My Inbound contact numbers. When the calling party dials a number provisioned on the My Inbound service, the incoming call is routed according to the routing set up within the Point my Number section of www.myinbound.com. The call routing is applied to all calls received by the My Inbound number, whether the calling party is calling from a fixed line/mobile or IP connectivity service. The call routing is applied at network level and delivered according to End User preferences. All call plans are created to deliver calls to either a UK fixed line/mobile or system announcement destination. Calls can also be delivered to customer CPE such as a voicemail within a telephone system, providing the answering equipment is associated with a standard numbered endpoint.
The View my Performance link on www.myinbound.com is provided in conjunction with both Contact Point and Contact Path. Once the End User has logged in and selected this option, they are greeted with a choice of four different My Inbound calling graphs relating to various business issues:
- Where are my Customers located?
- How many Customer calls are getting through?
- When are my busy hours?
- What are my call trends?
Each of the above links will route directly to a snapshot data graph which interprets the information gathered at Pink Connect network level. These statistics are generated by all calls that successfully route to the Pink Connect network from the calling party. The information is refreshed on a weekly basis to ensure that the End User can view the previous week’s data every Sunday night. The information is held for a period of one week only before automatically refreshing. Historical data is provided in terms of monthly call count for a maximum period of the previous six months where the number has trafficked on the Pink Connect network. This data is automatically refreshed on the first day of every month for the previous six months data or the data collected by Pink Connect from the date that the number was provisioned on the My Inbound service.
The My Inbound online statistics are provided for call handling information only and do not constitute online Billing. The information relates to network based call delivery where the call is successfully delivered to the customer defined destination and calls answered by customer premise equipment such as voicemail systems will be deemed successfully answered.
End User Call Management Features – Contact Point
The following features are provided as a part of the Contact Point My Inbound service, all of which can be managed on-line by the End User customer through their control panel.
Destination Control
The End User can change the termination number to which their My Inbound calls are routed. Termination numbers must be UK mobile or fixed line destination numbers.
Day of week Routing
The End User can set up specific call routing to be applied according to day of week from Monday to Sunday.
Time Control
The End User can set up specific call routing according to time of day. Time zones are entered with reference to the twenty four hour clock and calls will be routed up until the final minute of the time zone: i.e. for new routing to take effect at 17:00 hours, the End User would enter 16:59 to ensure that the new call routing takes effect immediately at 17:00 hours.
Divert Control
The End User can divert calls according to no answer or on busy on primary destination number. The Pink Connect network will detect where the preferred line is busy and re route the call to the divert destination accordingly. Divert on no answer will take effect according to the pre defined RTNR (Ring Time No Reply) settings on the main call plan node. Ring Time No Reply determines the time in seconds that the call is left ringing, before returning the call routing logic to the network. The End User can select their RTNR preferences from a choice of; 5, 10, 20, 40 or 60 seconds.
End User Call Management Features – Contact Path
The following features are provided as a part of the Contact Path My Inbound service, all of which can be managed on-line by the end-user customer through their control panel.
Destination Control
The End User can change the termination number to which their My Inbound calls are routed. Termination numbers must be UK mobile or fixed line destination numbers.
Day of week Routing
The End User can set up specific call routing to be applied according to day of week from Monday to Sunday.
Time Control
The End User can set up specific call routing according to time of day. Time zones are entered with reference to the twenty four hour clock and calls will be routed up until the final minute of the time zone: i.e. for new routing to take effect at 17:00 hours, the End User would enter 16:59 to ensure that the new call routing takes effect immediately at 17:00 hours.
Divert Control
The End User can divert calls according to no answer or on busy on primary destination number. The Pink Connect network will detect where the preferred line is busy and re route the call to the divert destination accordingly. Divert on no answer will take effect according to the pre defined RTNR (Ring Time No Reply) settings on the main call plan node. Ring Time No Reply determines the time in seconds that the call is left ringing, before returning the call routing logic to the network. The End User can select their RTNR preferences from a choice of; 5, 10, 20, 40 or 60 seconds.
Area Control
Area Nodes are used to define call routing, based on the originating telephone number, for a pre-defined area name consisting of one or more area codes or CLI’s. There are 2 types; Standard and Custom Areas. Standard Areas are those setup in advance by Pink Connect and made available to Channel Partners by selecting the standard areas option in the area control drop down box. Custom Areas are those built by a particular customer on the Point my Number Custom Area screen. Full details of the Standard Area template are provided in the Pink Connect My Inbound Standard Areas Template document.
Distribution Control
This is defined by the distribution control nodes. This routing may be serial or random. The service feature defines the appropriate properties for each type.
Date Control
Date Control Nodes are used to define routing for calls made within a particular date range. Dates must be entered into the system using DD/MM format on an annual basis.
End User Service Establishment
End Users are defined by username/password creation for the www.myinbound.com website. This has been developed to reflect one login per End User Company for which multiple numbers may be assigned. Chanel Partners are responsible for End User service establishment and number management.
Number Availability
The service can be ordered with a new number from the following ranges:
- 0845
- 0844
- 0871
- 0870
- 0800/0808
- 03XX
- 01/02 – Various STD codes available (please contact Pink Connect Support for the current area availability list)
Geographic My Inbound numbers can be independent of the physical location of the Customer’s site – for example, a London 020 3 number can be used for an office located in Bristol.
Directory Enquiry Registration
All Pink Connect My Inbound numbers can be registered with the BT Directory Enquiries service.
Call Termination Numbers
All numbers provisioned on the My Inbound service must terminate to a valid destination from the following options:
- UK fixed line geographic number
- UK Mobile number
- My Inbound system announcement
My Inbound System Announcements
The End User can select the ‘System Announcement’ option as a destination field within the Point my Number screen or terminate calls to numbers that will play announcements to the caller. Full details regarding system announcements are provided in the My Inbound System Announcements document.
Minimum User Machine Requirements
Both My Inbound Products will run on a Windows PC using Microsoft Explore Versions 6/7 with internet connectivity of a recommended 1Mb minimum bandwidth. Firewalls must be configured to enable access to port 8443 to utilize the Point my Number service.