Nortel Networks 6.1 manual Custom Call Routing CCR, CCR groups

84 / Auto Attendant

Custom Call Routing (CCR)

The job of answering and transferring calls can be taken over by CCR. When someone calls on lines monitored by CCR, the system answers the call and plays a greeting you have recorded. Callers using a tone dial set can then:

•direct their call by pressing a digit as instructed by your greeting (for example, “to reach our salespeople, press 4”)

•enter an internal telephone number (a fast way for regular callers to reach someone directly)

•access remote features

•reach an attendant by pressing a single digit (a way to transfer out of CCR and talk to someone)

You can use two greetings with CCR: one for when your office is open, and one for when it is closed. The business closed greeting may announce your office hours and give a digit to press to leave a message (if you have a voice mail system or answering machine), and callers can dial an internal number to reach someone who is working after hours.

If CCR forwards a call and it goes unanswered (either because the caller enters an invalid extension number or no one is there to answer the call) the call is redirected to ring at the prime telephone after the usual Callback delay. Once a caller has dialed out of the CCR greeting, he or she is not able to return and make another selection.

CCR groups

CCR allows callers to reach groups of telephones by dialing a single digit they select from the audio menu. You create the CCR groups in programming.

When a call is sent to a CCR group in which all the telephones have the same programming, the call goes to the telephone with the lowest internal number.

If the telephones in a CCR group have different programming, the call is handled by the telephone programming that takes effect first. For example, if a telephone in a group forwards after two rings, it forwards the call from

Compact ICS 6.1 System Coordinator Guide P0603544 02