This document will go over how to configure a semi-automatic CT Cloud failover to be used for any platform that will route calls to the primary phone number, and a backup route in case the primary phone number is down.
NOTE: Operator Connect requires the number to be uploaded to the tenant to be used for CallerID Masking, which is incompatible with this configuration guide.
Notes regarding the failover:
CT Cloud Voice - Setup Failover Services
Definition of a Semi-Automatic Failover:
The failover will automatically forward to the secondary backup number if the primary number is down.
Example: The caller calls the main number, and the system routes the call to the primary number. The primary number is down for various reasons. The system waits for 5 seconds for the primary number to accept the call and if it doesn’t, it will route the call to the secondary backup number.
The failover will NOT automatically take over if the primary number is working and accepts the call. This means that if the path does not work past the initial point, the failover will not automatically take over the call. In these situations, it may be needed to manually update the forwarding to the backup solution, in CommPortal.
Example: Callers call the main number, and the system routes the call to the primary number. The call is answered by the primary system and presents the caller with options to press to be routed to specific employees within the company. The system recognizes that the path has been completed so the failover has done its job by making sure that the primary number accepted the call. Option 2 is pressed to reach an employee; however, their phone is not working for various reasons. The call will not utilize this failover in this situation and will continue to be handled by the primary system.
Changes for Teams Auto Attendants and Call Queues:
Normally for Microsoft Teams Auto Attendants and Call Queues, you would build a resource account for each number and then assign a number to each Resource Account. This will no longer be needed for this setup. You will only have 1 Resource Account and 1 phone number assigned to the resource account. All other main/published numbers will be built using the below failover configuration and then all failover accounts will point to the same Auto Attendant or Call Queue number.
Requirements:
CT Cloud services need to be enabled for the account.
At the minimum, there will need to be 3 numbers in total for each failover. 1 for the CT Cloud account, 1 for the primary forward, and 1 for the backup forward.
All main published numbers, or other numbers that need the failover system setup for, will be built using the below method.
Example: Customer has 2 main Toll-Free Numbers that they want to have failover setup for. A CT Cloud Virtual Extension account (details on building this listed below) will need to be built for each number and then set up for failover.
Anything that the failover points to (Auto Attendant, Call Queue, User, etc.) will need to have its own number as the system requires a number to point to. This can be one of the following:
A new number ordered through CallTower.
An already available number on the account.
Setup a Virtual Extension User in Connect:
Create a user account in Connect for the main number(s) that, when called, will reach the main Auto Attendant, Call Queue, front desk, etc. that needs to have the failover setup.
Under the CT Cloud Voice drop-down in services, add the “CT Cloud User Virtual Extension Service”.
Once built, click the user, and click the “CT Cloud” dropdown menu and click “CT Cloud Voice”.
Enable the “Time of Day” option.
Additionally, you can enable the “Allow Email Login” at this time. This is if the customer would like to log in to Commportal using the email/username for the account. Otherwise, the customer will log in to CommPortal with the phone number.
Create forwarding in CommPortal:
Once all events have been completed, log into CommPortal (commportal.calltower.com) using the credentials you assigned to the account.
Username - If the “Allow Email Login” checkbox was marked, you can sign in using the email address that was created in Connect. Otherwise, the phone number assigned to the account is used.
Password – This is the password that you created for the account.
Once logged in, you will be presented with the Phone Status screen shown below.
Click on “Rules” near the top of the page.
Once in “Rules”, click on the text “example set of rules” to open the settings for rules.
(Optional) 3 rules will have been added on the left side of the screen. Delete the extra 2 rules (“Reject Calls” and “Screen Calls”) so that it leaves only the “Normal” rules.
If you did not delete the 2 additional rules, make sure you click “Normal” on the left to select it. Once selected, click on “Edit”
In the settings, click the option to “ring more than one phone at the same time or in sequence” and then “Next”.
On the next page, enter the following information:
“Phone Number:” - The primary phone number that the calls will direct to first (Ex. Teams Auto Attendant, Teams Call Queue, User, etc.)
“End:” - Set to 5. This is the amount of time (in seconds) the system will attempt to ring the phone number before forwarding the calls.
“Add”
Once you click “Add” the screen will change and you can finish by adding the following:
“If I don’t answer or all lines are busy, forward to:” – Enter the number of the backup number (Ex. CT Cloud Auto Attendant, CT Cloud Hunt Group, Voicemail, Cell Phone, etc.)
“Finish”
Click on “Summary" at the top to go back to the main page. Once in the main page, click the “Use my ‘Normal’ rules (or set up new rules)”.
Click "Apply" to save your work.
Simplified diagram of how the routing works: