System information

System Administration Guide
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Revised: March 28, 2007
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 If the call goes to the Auto Attendant, a menu short cut can be set up to route the call to the queue
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 so the call will route to a Call Queue.
Go to the Auto Attendant / Menu Shortcuts section of the Phone System / Auto Attendants page to set up an
Auto Attendant menu shortcut.
20.4.1 Example 1: Call Routing To Auto Attendant and Then Call Queue
Requirements
The inbound call will come in to the Auto Attendant. The custom Auto Attendant greeting will include, “For
customer support, press 2.” When the caller presses 2, they will hear the customer support queue greeting
and be placed in the queue.
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 customer support. Its call route is configured so that calls are
immediately transferred to the customer support Call Queue.
3. An Auto Attendant custom greeting is recorded that tells the callers to press 2 to reach customer
support.
4. An Auto Attendant menu shortcut is configured so that digit 2 calls the customer support system
extension.
20.4.2 Example 2: Call Routing Directly to Call Queue
Requirements
The inbound call will come in directly to the queue.
Configuration
 A system extension is created for customer support. Its call route is configured so that calls are
immediately transferred to the customer support Call Queue.
 The inbound call will come in on an outside line. The outside line’s call route is set to route calls
directly to the customer support system extension.
20.4.3 Example 3: Call Routing To AA, Live Answer Option, and then Call Queue
Requirements
The inbound call will come in to the Auto Attendant. The custom Auto Attendant greeting will include, “For
customer support, press 2.” When the caller presses 2, the customer support person’s phone will ring. This
allows the call to be answered live, if possible, rather than hearing the queue greeting message. If the call
isn’t answered after 4 rings, the call will route to the customer support queue and the caller will hear the
customer support queue greeting and be placed in the queue.
Configuration: