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Caller must Enter a PIN to connect

Have a Caller enter a PIN to connect

You can enabling a PIN in the dial policy for your callers to enter, so as to route to the correct destination. This can be done using a few features and Macros.

You already have your dial policy where the callers are routed to a switchboard and then onto the correct destination. You may now wish for selected callers to by-pass the normal switchboard and be directed to the correct person by entering a Pin. This done using some Features and components.

Number Rule – Number recognition of the inbound CLI. – Enter the CLI of the selected caller.

Switchboard - Get Info - Create the Macro with the variable.

Compare Rule – compare the Pin entered and route accordingly.

Connect to a Number – connect the caller to the correct device when selection is correct.

This will allow you to re route the call dependent on the callers CLI. In this example I will be using this to recognise an important client. He will enter a PIN and be connected straight to my mobile number. If the incorrect Pin is entered (a colleague from the same number is ringing but does not know the extension) he will be routed as normal, through the switchboard.

Follow the video or steps below to create your own PIN Policy!

Step 1:

You will need to have the 3 sections of the PIN Policy towards the start of your current policy. I will be putting it between the incoming call and the first switchboard.


Drag a Number Rule into the policy. Enter the Phone Number of your important customer. Make sure that it is a match.


Next, You will need to connect the default section of this box to the main switchboard. If the number ringing in does not match the number in this policy, it will continue straight to the switcboard as per usual. We now need to make sure that our customer gets to insert a PIN Number!

Step 2:

Drag a Get Info component into the Policy. You will be presented with the following screen.


Enter your identifying phrase. This must also state what to enter. Note that the nest field is 'Match key tone'. This will be set to a number. This number must be pressed before entering the pin. The customer must be told this in the identifying phrase.

The digit pattern is the pattern the Pin is in. \d\d\d\d means that the pin is 4 digits long.

Assign type must be set to custom. This is a custom Macro that we are setting up. The name cam be given underneath. Note that the text below this box will change dependent on the name. This is the name of the macro so that it can be referenced.

In the Selected Item Phrase, you can leave this blank. If you look at my example, I have chosen to say the macro. This will mean that the entered PIN numbers will be read out regardless of being correct or incorrect.

Save this component and connect it to the rule you just created. Double click on the actually 'Switchboard' part of this component and delete everything in the boxes. An invalid selection can be directed to the main switchboard.


Step 3:

You will now need to drag a Compare Component into the policy. This is the section where it can decide if the Pin is correct.


Enter the name of the macro in the first box. In the second box enter the Pin. This compare rule is therefore saying, if the Pin just entered is equal to 1234 we can connect. If it does not, we can re route to the main switchboard (Default). You can enter multiple pins for the same connect by selecting the boxes to the right. If you wish different pin numbers to go to different users, you can drag another compare component into this rule and follow the above again. This will give you another rule to connect to a different user.


Step 4:

If the Pin in correct, you can now connect this to a user or a number.


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