Call routing options you program in the telephone system provide a set of instructions that automate the movement of calls to their intended answering points. You can define options—for example, if the caller dials 1, the system forwards the caller to customer service. You can specify re-routing for calls not answered after a set period of time and parse incoming Automatic Number Identification (ANI) and Dialed Number Identification Service (DNIS) data to direct call routing. (See the follwoing figure.)
Figure 1. Call routing
