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CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-15
See “Using workgroups” on page 16-13 for instructions on creating a workgroup.
To route calls to a workgroup as an action in an existing routing list
1. Double-click the routing list in the Routing Lists folder. The Routing List dialog box
for that routing list opens.
2. Click Add. The Routing List Action dialog box opens.
3. In the Action field, select Call a Workgroup.
4. Select a Workgroup or click to create a new workgroup.
5. Under Method, choose one of the following ways to ring the workgroup’s phones:
Q Sequentially from the top down. The call tries each member of the workgroup in
order until it is answered, starting with the first.
Q Individually in a round robin. The call tries each member of the workgroup in
order until it is answered, starting with the next member in line after the one who
answered the preceding call.
Q Simultaneously. The phones of all workgroup members ring simultaneously, and
the call goes to the first member who accepts it. Any contacts in the workgroup are
ignored.
6. In the Ring duration field, specify the length of time each workgroup phone should
ring before the call tries the next phone in the workgroup.
7. For any external numbers in the workgroup, you can choose Prompt recipient for
password
. When calling a workgroup, Prompt recipient to accept or decline call is
automatically selected, so that ACD calls are guaranteed to be answered by agents.
8. To play callers a message before they are routed to the workgroup, check Prompt
caller before trying this action
, and select the message on the Prompt dropdown list.
9. Click OK. You return to the Routing List dialog box, in which the new routing list
action appears in the
Actions list.
10. Use the arrows next to the Actions list to reorder any actions in the routing list and
then click OK.
When routing calls to a workgroup, you also can use the Pause and repeat final action. This
action keeps callers on hold until a member of the workgroup answers the call. Calls are
answered in the order of longest hold time, or “first in, first out” (FIFO).
Using greetings with routing list final actions
For most routing lists, you should check Play greeting before the final action and select Active.
This ensures that callers who reach the routing list’s final action (for example, your voicemail)
hear a greeting. It also allows the greeting to change based on your other settings. For example,
you can use a call rule to play a different greeting when your friend Jim calls (see Chapter 17),
or have a different greeting play when you select the personal status On Vacation (see
Chapter 9).