Vertical Communications TeleVantage 7.5 Using routing lists, Routing lists for individual callers

Using routing lists________________________________________

A routing list is a series of phone numbers that TeleVantage dials when calls for you arrive. If you do not answer at one location, TeleVantage proceeds to the next. For example, you can set up a routing list that tries you at your desk, then at your home, and finally at your mobile phone.

A routing list also contains a final action that determines what happens if no one answers. Usually the caller is sent to your voicemail, but you can specify other final actions. For example, you can transfer calls to another extension, put callers on hold and try the series of numbers again, or hang up. You can specify a different final action for when you’re on the phone vs. when you’re away from your desk. For example, if your phone is busy you can play a voicemail greeting such as "I'm sorry I'm on the phone, please leave a message and I'll return your call as soon as possible."

You can create as many routing lists as you want and make any one of them the active routing list at any time.

Note: Call center queue calls sent to agents do not follow the agents’ routing lists. See

TeleVantage Call Center Administrator’s Guide for details.

Routing lists for individual callers

By using call rules, you can have TeleVantage use a specific routing list for a specific caller or group of callers. For example, you can have a routing list for important customers that includes trying your mobile phone and another routing list for everyone else that only rings your extension. See Chapter 17 for more information.

How routing lists move from action to action

A routing list tries calling the next phone number in the series if it:

QDetects a busy signal

QEncounters the three-tone operator intercept, for example, when a number is not in service

QRings for a number of seconds that you specify

You can have TeleVantage prompt the recipient to accept or decline the call. In that case, the routing list moves on unless someone presses 1 to accept the call. You can choose to prompt the recipient at external phone numbers only. See “Creating a new routing list” on page 15-10 for more information.

Important: If you are using hands-free answering, your routing list will not be used unless you have enabled call announcing. When you are in hands-free mode, your phone is automatically picked-up—whether you are there to hear it or not. Therefore, the pickup stops the routing list from being processed. If you want your routing list to be processed while you are using hands-free answering, be sure to enable call announcing (click Tools > Options and then click the Phone \ Call Announcing tab).

CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-7