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CHAPTER 17. USING CALL RULES 17-5
Combining caller and schedule conditions
When you create a call rule, you can specify only caller conditions, only schedule conditions, or
both conditions together, with the following results:
Q Only caller conditions. The call rule is always active and handles calls that meet its
caller conditions at all times. For example, a call rule for your friend Jim activates
whenever Jim calls.
Q Only schedule conditions. The call rule handles all incoming calls during the specified
dates and times, regardless of who’s calling. For example, a call rule for after business
hours (with no caller conditions set) handles all calls after business hours.
Q Both caller conditions and schedule conditions. The call rule handles calls only when
both conditions are met. For example, a call rule for your friend Jim after business hours
handles only calls from Jim that occur after business hours. If Jim calls during business
hours, the call rule does not activate. Likewise, if anyone other than Jim calls after
business hours, the call rule does not activate.
Setting caller conditions
Under Activate this rule based on the following conditions, check the types of callers to
whom you want the call rule to apply. If you select more than one caller condition, the call rule
will apply if any caller condition is met. For example, selecting internal callers and your Friends
workgroup will activate this call rule if any internal user or any member of the Friends
workgroup calls.
You can select one or more of the following caller conditions:
Q Person or Workgroup. A specific user, contact, or workgroup. Select the item from the
dropdown list.
To create a new contact or workgroup, click . To edit the current contact or
workgroup, ALT-click . See “Entering a new contact” on page 16-4 and “Creating a
workgroup” on page 16-15.
Q Internal callers. Strata CS users.
Q External callers. Callers from outside of your Strata CS system.
Q Unidentified callers. Callers from outside of your Strata CS system who are also not
identified as contacts.