Using Workgroups - Toshiba STRATA CS Communication Server Release 6 User Manual

Using workgroups ________________________________________

A workgroup is a group of related extensions or contacts. Extensions in Strata CS include users,
IVR Plug-ins, auto attendants, or queues. With a workgroup you can:
Send, reply, or forward a voice message to the workgroup. All mailboxes in the
workgroup receive the message at once. See
voice mail" on page
Create a call rule for the workgroup. Incoming calls from any member of the workgroup
are handled according to the call rule. For example, you can have a custom voice-mail
greeting that plays for all the members in your "VIP group." See
information.
Share your voice mailbox or contacts with the workgroup. See
page
Call the workgroup from ViewPoint, or from the phone if your system administrator has
assigned it an extension. The phones of all users in the workgroup ring simultaneously,
and the first user to answer is connected. See
a workgroup other than users are ignored, for example, contacts, queues, auto attendants,
and IVR Plug-ins.
View the users in your workgroup when transferring calls, which makes it easier to pick
the right recipient. You can set any workgroup to appear as a tab in the Extensions
section of the Transfer To dialog box. For example, you can define the members of your
Sales department as a workgroup. When you have a call for the Sales department, you
can click the Sales tab and see all the department members at a glance, along with their
current personal statuses. See
workgroup appear as an Extensions tab" on page
Quickly answer any ringing phone in your workgroup by picking up your phone and
pressing
Place a page to all users in the workgroup (if the workgroup has an extension). Available
users with supported phones receive the page and you can speak over their
speakerphones without their needing to pick up the phone. See
intercom call" on page
Create a routing list that distributes calls to the users in a workgroup according to the
distribution algorithm you choose. Strata CS system administrators use this feature to set
up ACD workgroups. See
information about setting up ACD workgroups, see Strata CS Call Center Administrator
Guide.
16-14
13-10.
8-23.
. See "Answering a call at another ringing phone" on page
*99
3-6.
"Routing calls to workgroups" on page
"Sending a message directly to a user's
"Placing a call" on page
"Transferring a call" on page
16-16.
Chapter 17 for more
"Sharing folders" on
12-2. Members of
11-10, and "Having a
4-4.
"Placing a page or
15-15. For
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