Specifications

Personalized Call Handling ShoreWare Server Release Notes
Page 116
Execution
When a user receives an inbound call, the system evaluates the characteristics against the
highest priority call handling rule that is enabled. If all of the criteria comprising the
condition of that rule matches the call characteristics, the call is routed as specified by the
rule’s action and the plan execution is complete. If any of the criteria do not match the call
characteristics, the system continues the plan execution by evaluating the call against the
next highest priority call handling rule that is enabled.
This process is repeated for all enabled call handling rules. If the call characteristics do not
match the conditions of any enabled call handling rule, the call is routed as specified by the
active Call Handling Mode.
Licensing
Personalized Call Handling is available to all system users that are authorized for the
following Call Manager types:
• Professional
• Operator
• Workgroup Agent
• Workgroup Supervisor
Personalized Call Handling does not require administrator authorization for users assigned
to these Call Manager types.
Configuring Personalized Call Handling
The following sections describe the User Interface panels that configure Personalized Call
Handling.
Call Manager User Interface Panels
The following Personalized Call Handling panels are available through Call Manager.
Option and Preferences Panels: Personalized Call Handling
The Personalized Call Handling panel, shown in Figure 50, configures the user’s call
routing plan.
To access the Personalized Call Handling panel, open the Options and Preferences
window, then select Personalized Call Handling in the menu on the left side of the window.
Personal Call Handling panel parameters include:
• Rule Table: The rule table, located in the top half of the panel, lists the rules defined by
the user. Rules are listed in the order that the system uses them to evaluate inbound
calls. Table columns and components include:
— Rule Buttons: Rule buttons are located at the top of the panel and control the
creation, modification, and removal of Call Handling Rules from the Rule Table.
❋ Pressing the New Rule button opens the Condition Setup panel. A new rule is
added to the Rule Table upon successful completion of the setup panels.
❋ Pressing the Modify Rule button opens the Condition Setup panel and fills the
parameters with the settings of the rule highlighted in the Rule Table.