Toshiba Strata CS manual Routing calls to workgroups

nPause 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.

CHAPTER 14. CALL FORWARDING AND ROUTING LISTS 14-13

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