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84 / Auto Attendant
Compact ICS 6.1 System Coordinator Guide P0603544 02
Custom Call Routing (CCR)
The job of answering and transferring calls can be taken over by CCR.
When someone calls on lines monitored by CCR, the system answers the
call and plays a greeting you have recorded. Callers using a tone dial set
can then:
• direct their call by pressing a digit as instructed by your greeting (for
example, “to reach our salespeople, press 4”)
• enter an internal telephone number (a fast way for regular callers to
reach someone directly)
• access remote features
• reach an attendant by pressing a single digit (a way to transfer out of
CCR and talk to someone)
You can use two greetings with CCR: one for when your office is open, and
one for when it is closed. The business closed greeting may announce your
office hours and give a digit to press to leave a message (if you have a voice
mail system or answering machine), and callers can dial an internal number
to reach someone who is working after hours.
If CCR forwards a call and it goes unanswered (either because the caller
enters an invalid extension number or no one is there to answer the call) the
call is redirected to ring at the prime telephone after the usual Callback
delay. Once a caller has dialed out of the CCR greeting, he or she is not able
to return and make another selection.
CCR groups
CCR allows callers to reach groups of telephones by dialing a single digit
they select from the audio menu. You create the CCR groups in
programming.
When a call is sent to a CCR group in which all the telephones have the
same programming, the call goes to the telephone with the lowest internal
number.
If the telephones in a CCR group have different programming, the call is
handled by the telephone programming that takes effect first. For example,
if a telephone in a group forwards after two rings, it forwards the call from