Matrix NAVAN CNX200, System Manual

Page: 1115 / 1388

Matrix NAVAN CNX200 System Manual 1105
RCOC (Return Call to Original Caller)
Generally, extension users of NAVAN are given a trunk access to make outgoing calls from their phones. It is also
common for a group of extensions to share the same trunks to make outgoing calls.
When an extension user of NAVAN makes an outgoing call and the called party does not answer the call or is busy
on another line, it is possible for the called party to return the call (made by the extension user) on the basis of the
CLI number received.
However, when the called party returns the call, this incoming call mostly lands on the Operator extension, as
incoming calls are usually routed to the Operator.
Now, the Operator has no way of knowing which extension made the call. So the Operator cannot directly transfer
the call to that extension. Instead, the Operator must either ask the called party whom they wish to speak to and
transfer the call or put the called party on hold and find out the extension that made the call. This is an unwieldy
process for all concerned - the Operator, the called party and the extension user who originally made the call.
This can be overcome if NAVAN is able to route the returned call to the original caller's extension.
NAVAN makes this possible with the Return Call to Original Caller feature.
This feature is supported on Mobile and SIP Trunks.
RCOC is not supported when calls are made from Analog trunks due to the signaling limitations of Analog
trunks.
How it works
The Prerequisites
• RCOC must be enabled on the desired Trunks: Mobile and SIP.
• RCOC must be enabled in the Class of Service assigned to the (original caller) extension where the call is
to be returned.
RCOC Table
RCOC table is maintained internally by the NAVAN and it is non-programmable.
• NAVAN can keep a record of 255 entries in the RCOC Table.
• Each entry is kept for the duration of the RCOC Record Delete Timer (programmable; default: 999
minutes). Whenever a record is stored in the RCOC database, the Record Delete Timer for that entry is
activated. On the expiry of the Timer, the entry is deleted by the system.
• If a same external number is dialed using 3 different SIP/Mobile Ports with RCOC enabled on all the
Trunks and Extensions, then if the called party calls back, the call will land on the original callers using
FIFO logic.
• Each record is deleted from the database either after the call is returned or on expiry of the Record Delete
Timer.