14-14 STRATA CS CLIENT USER GUIDE
BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL
n Simultaneously. The phones of all workgroup members ring
simultaneously, and the call goes to the first user 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 external numbers in the workgroup you can choose to Prompt
recipient to accept or decline call.
When calling a workgroup, Prompt
recipient for password
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 drop-down list.
9. Click OK. You return to the Routing List dialog box, in which the new
routing list step appears in the Actions list.
10. Use the arrows next to the Actions list to reorder any steps in the routing
list and then click
OK.
When routing calls to a workgroup, you 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 lists
If you create routing lists with different final actions, you should record greetings
that describe those actions. For example, if the final action is “Take a message,”
your regular voice-mail greeting is appropriate. Examples of greetings for final
actions are the following:
n Hang Up: “I’m sorry you couldn’t find me. I’m not taking messages at the
moment. Good-bye.”
n Transfer to extension: “I’m sorry you couldn’t find me. I’m transferring
you now to my administrative assistant.”
n Pause and repeat: “I’m sorry, I’m not available at the moment. Please
hold.”
See “Managing greetings” on page 12-15 for instructions on recording greetings.
Matching active greetings with active routing lists
Make sure that your active greeting matches the final action of your active routing
list. The active greeting and the active routing list are the greeting and routing list
that are used for all calls you receive, unless you specify otherwise by creating a
