Updating...
Skip to main content
Filter your search by category. Current category:
All
All
Knowledge Base
Service Catalog
Search the client portal
Search
Sign In
Show Applications Menu
IT - Client Portal
Sign In
Search
Home
UIT Service Metrics
Services
Knowledge Base
Search
Articles
More Applications
Skip to Knowledge Base content
Search
Articles
Blank
Knowledge Base
Unified Communications
Queue Management (Custom Rules)
Queue Management (Custom Rules)
Go to the
Admin Portal
and sign in.
In the upper right of the screen select
Call Queue Management
from the drop down.
In the top menu, click
Phone System
.
Go to
Groups > Call Queues
.
Click the call queue name in the list.
Click
Call Handling
.
Click
Custom rules
.
Click
Add Rule
.
In the
Conditions
tab, check one or more boxes to define the call conditions triggering the custom rule. Click
Next
Caller ID
: Apply the custom rule to incoming calls that match a specific caller ID. You can configure a partial number, such as a country code plus area code or a full number. You can also select contacts from your address book by entering their names or numbers. For this condition, incoming calls must be set to show their caller ID.
Called Number
: Apply the custom rule to callers who’ve dialed a specific phone number — for example, a phone number for a promotional campaign. You can enter one or more phone numbers to trigger this rule.
Date and Time
: Apply the custom rule to calls received on a specific day of the week, at a specific time, or within a specific date range. This condition is commonly used to handle calls during vacation or holiday schedules. You can select from two options:
Weekly Schedule
: Lets you select a specific day(s) and a specific time window when the rule should apply.
Specific Date Range
: Lets you designate a start/stop date/time window when the custom rule should apply.
In the
Call Handling
tab, select where to route incoming calls that match the rule condition, then click
Next
.
Ring call queue members
: Ring the call queue members in a call queue you’ve set up.
Greeting and Hold Music
: Check the boxes to enable or disable
Call Queue Greeting
,
Hold Music
, and
Audio While Connecting
.
Call Handling
: Set how you want to
Route calls to members
, the
Number or rings before trying next number
,
After call wrap-up time
, order of primary members, and
Wait settings
.
Voicemail
: Set the voicemail greeting and extension the voicemail messages will go to.
Send to voicemail
: Send calls to a voicemail box. You can select the voicemail box of the current extension or a different extension.
Play an announcement
: Send calls to an extension that plays a recorded message of your choice, then disconnects the call.
Forward to extension
: Forward the call to a selected extension.
Forward to external number
: Forward the call to a specific phone number.
In the Summary window, enter a
Rule name
for your custom answering rule, or keep the default name. Verify the accuracy of the rules you’ve set.
Click
Save
.
Was this helpful?
Yes
No
Thank you. Your feedback has been recorded.
0 reviews
Comments
Do not fill this field out. It is used to deter robots.
Submit
Cancel Feedback
Blank
Blank
Blank
Blank
Print Article
Attachments
(
0
)
No attachments found.
Deleting...
×
Share
Recipient(s)
- separate email addresses with a comma
Message
Press Alt + 0 within the editor to access accessibility instructions, or press Alt + F10 to access the menu.
Check out this article I found in the IT - Client Portal knowledge base.<br /><br /><a href="https://und.teamdynamix.com/TDClient/2048/IT/KB/ArticleDet?ID=147961">https://und.teamdynamix.com/TDClient/2048/IT/KB/ArticleDet?ID=147961</a><br /><br />Queue Management (Custom Rules)<br /><br />Instructions on how to set custom rules for Out of Office or Closures for a queue. This includes call forwarding and custom voicemail upload.
Message
Editor toolbars
morestyles
Bold
Italic
Underline
Strikethrough
Subscript
Superscript
Remove Format
Paragraph
Align Left
Center
Align Right
Justify
Insert/Remove Numbered List
Insert/Remove Bulleted List
Decrease Indent
Increase Indent
Block Quote
Links
Image
Link
Unlink
Anchor
Press ALT 0 for help
◢