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CHAPTER 17. USING CALL RULES 17-9
Choosing the priority of a call rule __________________________
Strata CS handles incoming calls according to the priority of your call rules. The call rules in the
Call Rules folder are ordered from the top down. If two call rules apply to the same call, the call
rule highest in the list is the one used.
You can create multiple call rules that contain similar caller and schedule conditions, and then
prioritize them to ensure that the correct greeting and routing list are used for calls. For example,
if you create a call rule for a workgroup, but want calls from a certain individual within that
workgroup to be handled differently, you can create a call rule for that individual and give it a
higher priority than the workgroup’s call rule.
To set the priority of a call rule
1. Select a call rule in the Call Rules folder.
2. Click or on the toolbar to move the call rule to a higher or lower priority
position.
How Strata CS resolves call rule setting conflicts
When a call is subject to multiple call rules, individual settings (personal status, greeting, routing
list, or phone) are determined by the highest priority rule in which the setting is not blank. If the
highest priority rule has a setting with an instruction, that setting is used. But if it has another
setting that is blank, while a lower priority rule has an instruction for that setting, the setting
from the lower priority rule is used. This can result in settings from different call rules being
used on a single call. See the example that follows.
Example: You create a call rule for your friend Paul that will be in effect during business hours.
In that call rule, you choose a custom greeting for him to hear and a routing list that rings your
cell phone. You choose to leave the personal status and phone settings blank. If Paul also
belongs to the Sales workgroup for which you have a lower-priority call rule, and that call rule
specifies a personal status and phone state, calls from Paul are handled in the following way:
Q Greeting. The custom greeting you created for Paul is used.
Q Routing List. Calls from Paul ring your cell phone, as specified in Paul’s call rule.
Q Taking calls. The behavior specified in the call rule for the Sales workgroup is used,
because no Taking calls setting is specified in Paul’s call rule.
Q Personal Status. The Sales workgroup’s personal status setting from the Sales
workgroup’s call rule is used, because no personal status is specified in Paul’s call rule.