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Chapter 6 Monitoring Queued Calls
Busy and Unavailable Routing
The CallConnector Operator can be configured to automatically change the routing of incoming
calls when their availability state changes. There are call routing different settings available: the
Available, Busy and Away/Unavailable operator states.
Availability State
Available
Busy
Away/Unavailable
Table 6-13 Busy and Unavailable Routing Options
The Preferences General Automatic Update Busy/Unavailable Call Routing.
Notes
When the operator starts the application and are ready to receive calls, they need to change their
availability status to 'Available'.
If the preference option is set to automatically update call routing for busy/unavailable, then the
CallConnector Operator will manually the call forward settings for the local queues or login to the
hunt-group.
To Manually Change Incoming Call Flow
You can manually login/logout or set/clear call forwards for each of the incoming call queues.
Step 1
Step 2
Step 3
Step 4
To Synchronize Incoming Call Flow with Presence
Step 1
6-50 CallConnector Operator
Local
No call forwards
Forward to Busy Number
Forward to Night Number
Right-click on the incoming call queue header to show the call queue
menu.
From the pull-down menu, select Log into all my Hunt DNs or Log out of
all my Hunt DNs for hunt group call queues, or Forward all my DNs or
Cancel Forward on all my DNs.
Alternatively, click on Options and select one of the following options to
apply to all call queues:
a. Enable Call Forwarding on all Local Queues' DNs
b. Disable Call Forwarding on all Local Queues' DNs
c. Log In to all My Hunt Queues
d. Log Out of all My Hunt Queues
The progress window will display and the selected action will be
performed on each directory number in the queue.
From the Queue's menu, click on Sync Operator Status with Presence
Status.
Hunt Group
Logged-in
Logged-out
Logged-out
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