CHAPTER 14. CALL FORWARDING AND ROUTING LISTS 14-13
BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL
n Pause and repeat. The caller holds for the number of seconds you
define in the
Pause duration field, and then begins the routing list
again. During the pause, callers can press
0 for the operator or 1 to
leave a voice message. The greeting you choose can mention these
options.
In the list of greetings is a special prerecorded greeting called the
System Hold Greeting. It says, “The person you are calling is
unavailable. To hold, please stay on the line. To leave a message,
press 1.” It does not mention the option to press 0 for the operator.
9. Check Active routing list for this extension if you want to make this
routing list your active routing list.
10. Check Default personal status routing list to make this routing list the
default routing list for your personal status settings.
11. Click OK to save the routing list and close the Routing List dialog box.
Routing calls to workgroups
A routing list step can send a call to a group of people rather than a single phone,
by using the action
Call a workgroup. Anyone in the workgroup can answer the
call. Strata CS system administrators must use this option to set up ACD
(automatic call distribution) workgroups.
You define the group as a workgroup. It can contain users and contacts, and can
be as large or as small as you want. See “Using workgroups” on page 15-13 for
instructions on creating a workgroup.
To route calls to a workgroup as a step in an existing routing list
1. Double-click the routing list in the Routing Lists view. 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:
n Sequentially from the top down. The call tries each member of the
workgroup in order until answered, starting with the first user.
n Individually in a round robin. The call tries each member of the
workgroup in order until answered, starting with the next user in line
after the one who answered the preceding call.
