Installation guide

The Phone \ Call Handling tab 11-64
Chapter 11: Managing Users and Roles
Wave Global Administrator Guide
Call forwarding and voicemail
If a forwarded call is not answered, it is sent to the user’s voicemail.
To completely transfer a user’s calls to another user's phone, so that the other user receives
voicemail as well as the calls themselves, do not use call forwarding. Instead, use ViewPoint to
create a routing list whose final (and only) action is Transfer to Extension, and make it the user’s
active routing list. See the Wave ViewPoint User Guide.
Forwarding calls over Centrex/PBX trunks
In certain circumstances you can use the option
Attempt Centrex/PBX transfer when forwarding
calls to external numbers, which economizes Wave trunk usage. You can use this option if your
Wave Server has either of the following:
• Centrex trunks
• A connection to an external PBX
• A connection to a SIP/PSTN Gateway device
If this option is checked when a trunk call would be forwarded to an external number, Wave
attempts to have the carrier create a direct transfer from the origin number to the external
forwarding number, thus saving two Wave trunks.
If the requirements for Centrex/PBX transfer are not present—for example, on a normal analog
trunks—Wave forwards the call to the external number in the usual way, using a second trunk.
Note the following:
• When a call is routed out using a Centrex/PBX transfer, Wave loses control of it and
cannot send it to subsequent steps on the user’s routing list. For example, after a call is
transferred using Centrex/PBX, it does not go to voicemail.
• Centrex/PBX transfer is never used in the following situations: supervised transfers,
transferring a conference call, routing from a ViewPoint Group, or transfers involving
Contact Center agents.
This option is also available when specifying external phone numbers in a user’s routing list.
See the Wave ViewPoint User Guide.
Release 2.0
September 2010