CHAPTER 16. USING CALL RULES 16-5
BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL
Combining caller and schedule conditions
When creating a call rule, you can specify only caller conditions, only schedule
conditions, or both conditions together, with the following results:
n 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.
n Only schedule conditions. The call rule handles all incoming calls
during the specified dates and times. For example, a call rule for after
business hours (with no caller conditions set) handles all calls after
business hours.
n 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:
n Internal callers. Strata CS users.
n External callers. Callers from outside of your Strata CS system.
n Unidentified callers. Callers from outside of your Strata CS system who
are also not identified as contacts.
n Person or Workgroup. A specific user, contact, or workgroup. Select the
item from the drop-down 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 15-4 and “Creating a workgroup” on page 15-15.
Setting schedule conditions
To make the call rule active during certain dates or times only, check Calls at
certain dates or times
.
If
Calls at certain dates or times is unchecked, the call rule is always active and
will handle incoming calls that meet its caller conditions at all times.
