Using Routing Lists - Toshiba Strata CS User Manual

Using routing lists________________________________________

A routing list is a series of phone numbers that Strata CS dials when calls for you arrive. If you
do not answer at one location, Strata CS 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 Strata
CS Call Center Administrator Guide for details.
Routing lists for individual callers
By using call rules, you can have Strata CS 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:
Detects a busy signal
!
Encounters the three-tone operator intercept, for example, when a number is not in
!
service
Rings for a number of seconds that you specify
!
You can have Strata CS prompt the recipient to accept or decline the call. In that case, the routing
list moves on unless someone presses
recipient at external phone numbers only. See "Creating a new routing list" on page 15-10 for
more information.
Important:
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).
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HAPTER ALL
If you are using hands-free answering, your routing list will not be used unless you
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ORWARDING AND OUTING
1 to accept the call. You can choose to prompt the
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