Toshiba Release 4.0 manual About call routing

About call routing _____________________________________

This chapter provides an overview of call routing options in Strata CS and directs you to the chapters in this manual that explain in detail how to use them.

With Strata CS, you can route incoming calls in the following ways—you can use one of these options or several of them in combination:

nRoute calls to an auto attendant. Incoming calls go to an auto attendant, at which callers enter an extension number. Auto attendants can also provide a dial-by-name directory for callers who do not know a user’s extension.

nRoute a trunk directly to a user. All incoming calls on a specific trunk go to a specified user’s phone. With this option you can send calls to a live operator who then transfers them to users. You can also give a user a dedicated private line.

nRing multiple users simultaneously. Incoming calls simultaneously ring the phones of all users in a specific workgroup. The first user in the workgroup who answers is connected to the caller. Workgroups can contain an unlimited number of users.

nRoute calls to an automatic call distribution (ACD) workgroup.

Incoming calls are automatically put on hold in a workgroup until an agent becomes available. Calls with the longest wait times are answered first. See the Strata CS Call Center Administrator Guide for details of routing within an ACD workgroup.

nGive a user a direct inward dial (DID) number. Incoming calls reach the user without going through an auto attendant. Callers dial a specific number that directly connects them to the user. If your phone line supports DID, using this feature is a way to give a user a private number without dedicating a trunk. You do not have to give DID numbers to all users. For more information, see “ANI/DID digit collection” on page 5-5.

nGive auto attendants DID numbers. Incoming calls on any trunk are routed to the appropriate auto attendant using the DID number that the caller dialed. Different departments can have different phone numbers and auto attendants (the main office, sales, support, and so forth) without requiring many separate trunks. By assigning DID numbers to auto attendants, you can have several auto attendants with their own phone numbers without having to dedicate a trunk to each one.

n

n

Route calls to a fax machine or pool of fax machines. For more information, see “Setting up fax routing” on page 5-7.

Route calls directly to an IVR application. In addition, users can route calls by setting up call forwarding or using routing lists. For more information, see Strata CS Client User Guide.

9-2 STRATA CS ADMINISTRATOR MANUAL

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