Matrix ETERNITY NE - RCOC (Return Call to Original Caller)

Matrix ETERNITY NE System Manual 715
RCOC (Return Call to Original Caller)
What’s this?
Generally, extensions users of the PBX 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 the PBX 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process for all concerned - the Operator, the called party and the extension user who originally made the call.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 the PBX is able to route the returned call to the original caller's extension.
ETERNITY makes this possible with the Return Call to Original Caller feature.
This feature is supported on Mobile ports 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 Trunk(s): 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.
The Process
• When an extension having RCOC feature in its Class of Service makes an out going call, the system
checks if RCOC is enabled on the trunk through which the outgoing call is routed.
• If RCOC is enabled on the trunk, the system stores the record of the outgoing call in an internal database
referred to as the RCOC Table.
• The system sets RCOC for the outgoing call in the following conditions, according to the Destination
Port
59
:
59. The Trunk from which the outgoing call is made.