Specifications

Routing Calls
Planning and Installation Guide 4 – 7
After-Hours Call Routing
If you route all calls to the operator’s extension, auto-attendant scheduling does not
apply; only those calls routed to the auto-attendant use the schedule. Therefore, if you
want to use the off-hours, holiday, and custom schedules, set the operator’s call
handling mode to forward all calls to the auto-attendant when the operator is
unavailable.
Example Using Hunt Groups
To route calls to a prioritized list of backup operators, create hunt groups with users
who can serve as backup operators. In this scenario, a primary operator who handles
calls to a main company number requires one or more secondary operators to receive
the calls when the primary operator becomes too busy.
To create a hunt group to back up the primary operator:
• Create a hunt group with backup operators.
• Enter the main operator and all the backups as members of the hunt group in the
order in which they are to serve as backups.
• Set the hunt group for multiple calls to be hunted to a given member.
• Set the call stack size for each of the users to control the number of calls he or she
can receive.
When there are incoming calls to the hunt group, the primary operator is offered the
calls first. The operator may be offered multiple calls concurrently up to the limit of his
or her call stack. If a member's call stack is full, the member is skipped and that
particular call is not be offered again (unless the hunt group is set to hunt forever and
no member picks up the call before the member is reached again in the hunt list).
If a member of the operator group does not answer the hunt call, the call is offered to
the next member after the number of configured rings. Thus, even if the primary
operator has room on his or her call stack, the call is offered to the next member in the
list when the operator does not answer the call in time.
For more information on Hunt Groups, see “Hunt Groups” on page 11-18.
Example of Operator Call Routing
In the example call flow shown in Figure 4-2 on page 4-8, all calls are received by the
operator, who then transfers the calls to the appropriate destination.
• Calls are transferred to the support workgroup with a mailbox that provides
coverage.
The calling party can dial “0” in the mailbox to reach the workgroup assistant, or
“9” to return to the auto-attendant.
• Calls are transferred to the employees with a mailbox that provides coverage.
The calling party can dial “0” in the mailbox to reach his or her personal assistant,
or “9” to return to the auto-attendant.
• If the operator does not answer, a backup operator provides coverage, using the
operator’s call handling modes.
If the backup operator does not answer, a mailbox provides coverage and the
calling party can dial “0” in the mailbox to reach the operator’s personal assistant,
or “9” to return to the auto-attendant.