User`s guide

System Administrator’s Guide – Release 7.2.3.x
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Revised: September 1, 2010
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24.3 Configuring Calls to Route to the Call Monitor
A call enters a Call Monitor when it is routed from a system or user extension. Therefore, configuring the
server so that inbound calls enter a Call Monitor is the same as configuring it for any inbound call routing.
The same features for the handling of any inbound call can be used to route a call to a Call Monitor:
• The outside call can be sent to the Auto Attendant or route directly to the Call Monitor extension.
• If the call goes to the Auto Attendant, a menu short cut can be set up to route the call to the Call
Monitor extension.
See the Call Routing section in this document for information on setting up call routes. Both user extensions
and system extensions can be set up to route a call to a Call Monitor.
Go to the Auto Attendant / Menu Shortcuts section of the Phone System / Auto Attendants page to set up an
Auto Attendant menu shortcut.
Example 1: Call Routing to Auto Attendant and then Call Monitor
Requirements
The inbound call will come in to the Auto Attendant. The custom Auto Attendant greeting will include, “For
marketing, press 3.” When the caller presses 3, the line will start ringing the Call Monitor key for the
marketing group’s phones.
Configuration
1. The inbound call will come in on an outside line. The outside line’s call route is set to route calls to the
Auto Attendant.
2. A system extension is created for a Marketing monitor on the first connection attempt.
3. Configure a Call Monitor Programmable Function Key for each of the marketing group’s phones.
4. An Auto Attendant custom greeting is recorded that tells the callers to press 3 to reach marketing group.
5. An Auto Attendant menu shortcut is configured so that digit 3 calls the Marketing group extension.
Example 2: Call Routing to Call Monitor and then Transfer to a Call Queue
Requirements
The inbound call will ring directly to a Support Call Monitor. If not answered, the call will be transferred to the
Customer Support queue.
Configuration:
1. A Customer Support system extension is created using the Support Call Monitor on the first connection
attempt and that will then transferred to the Customer Support queue.