Vertical Communications TeleVantage 7.5 manual Routing calls to workgroups, 15-14

Handling busy station calls differently than calls not answered

You can optionally specify two final actions—one for situations when your station is busy, one for situations when each action rings and goes unanswered. This allows you to handle calls differently when you’re on a call vs. when you’re away from your phone(s). For example, you can have a special greeting that plays when you’re on a call, that says, "I'm on the phone right now, please leave a message.”

To use this feature, check Handle busy calls differently than calls not answered, and use the dropdown list to specify both a Final action if the call is not answered and a Final action if the station is busy. Specify each using the instructions in step 8 above. If unchecked, you specify one final action to use in both situations.

Note: TeleVantage can detect a routing list action as “busy” only when it is a TeleVantage station. External numbers and workgroups cannot trigger the “busy” final action.

Using “Final action if the station is busy” and “Camp on station”

When you specify a Final action if the station is busy, the action you pick behaves differently from a normal final action. As soon as the routing list encounters a busy station, the final action triggers, skipping any subsequent actions. For example, if you have one action that tries your office station and a second that tries your cell phone, with Final action if the station is busy set to “Take a message,” and a call comes in while your station is busy, the call is sent to your voicemail without trying your cell phone.

The “Camp on station” final action is available only as a Final action if your station is busy. With “Camp on station,” your incoming calls are placed on hold until your station is no longer busy, then they ring the station. While callers are on hold, by default they hear the special prerecorded “System camp on greeting,” which says, “The person you have attempted to reach is on the phone. To hold for your party, remain on the line. Otherwise, to leave a message, press

1.To end this call, press 2.” The prompt repeats every 60 seconds. While holding, the caller can press 1 to go to your voicemail or 2 to disconnect the call. You can also specify your own custom greeting, in which you can choose whether or not to announce the caller options.

Note: If while you are on the phone you receive an incoming call on an available line appearance (for example, with call waiting or on a digital phone PDN), the call goes to the "Final action if the station is busy" after the ring duration expires for your phone.

Routing calls to workgroups

A routing list action can send a call to a group of people by using the action Call a Workgroup. The first person in the workgroup to answer the call is connected to the caller. TeleVantage system administrators must use this option to set up ACD workgroups.

When a routing list calls a workgroup, the only numbers called are TeleVantage users’ “Where I Am” locations (internal or external stations or call forwarding numbers) and contacts’ default numbers. Auto attendants, queues and IVR Plug-ins in the workgroup are ignored and not called.

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