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15-6
Receiving forwarded ACD workgroup calls
If you receive calls as part of an ACD workgroup, and you have forwarded those calls to another
number, the ACD workgroup user’s settings override your call forwarding settings. For
example, you might have unchecked
Prompt recipient to accept or decline call, but you might
nevertheless get prompted to accept or decline the call when you receive an ACD workgroup
call.
Placing calls at another user’s extension
To place calls as yourself from another user’s extension, log on either through ViewPoint or the
telephone commands, as described in “Placing outbound calls from shared stations” on
page 7-2.
Call forwarding and voicemail
If no one answers at your call forwarding location, the call is sent to your voicemail.
To completely send your calls to another user's phone and voicemail, so that all calls to you ring
the other user's phone and go to their voicemail, do not use call forwarding. Instead, create a
routing list whose only action is a final action of
Transfer to Extension, and make this routing
list your active routing list. (See “Using routing lists” on page 15-7.)
Forwarding calls over Centrex or PBX trunks
If your company has trunk lines that are connected by Centrex lines, an external PBX, an ISDN
line with the 2B Channel Transfer feature, or a Strata CS IP Gateway, you can use the
Centrex/PBX transfer feature to economize Strata CS’s trunk use.
If properly configured by your administrator, this feature can transfer or forward calls to external
numbers with consuming any Strata CS trunk lines. It works by telling the provider of the call
(the PBX or phone company) to transfer the call on Strata CS’s behalf. Without this feature, two
trunk lines are consumed for the duration of the call (one for the incoming call, and one for the
outgoing call).
You can check
Attempt Centrex/PBX transfer when you set up call forwarding or when you
add a routing list action. If this option is checked, Strata CS attempts to signal to the call provider
to transfer the call on behalf of Strata CS. Incoming calls on other trunks that don’t support this
feature are routed to the forwarding number in the usual way, using a second trunk.
Note: Forwarding calls with this method avoids tying up extra trunks. However, when a call is
routed out, Strata CS loses control of it and cannot send it to subsequent actions on the user’s
routing list. For example, after transfer using Centrex or PBX, a call cannot go to voicemail.