Queue Management (Custom Rules)

Summary

Instructions on how to set custom rules for Out of Office or Closures for a queue. This includes call forwarding and custom voicemail upload.

Body

 

  1. Go to the Admin Portal and sign in.

log into this system with user.name@ndus.edu

  1. In the upper right of the screen select Call Queue Management from the drop down.
  2. In the top menu, click Phone System.
  3. Go to Groups > Call Queues.

  1. Click the call queue name in the list.
  2. Click Call Handling.
  3. Click Custom rules.
  4. Click Add Rule.

  1. In the Conditions tab, check one or more boxes to define the call conditions triggering the custom rule. Click Next
  1. 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.
  2. 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. 
  3. 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.

  1. In the Call Handling tab, select where to route incoming calls that match the rule condition, then click Next.
  1. 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.
  2. Send to voicemail: Send calls to a voicemail box. You can select the voicemail box of the current extension or a different extension.
  3. Play an announcement: Send calls to an extension that plays a recorded message of your choice, then disconnects the call.
  4. Forward to extension: Forward the call to a selected extension.
  5. Forward to external number: Forward the call to a specific phone number.

  1. 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.
  2. Click Save.

Details

Details

Article ID: 147961
Created
Tue 11/7/23 10:33 AM
Modified
Thu 12/7/23 10:49 AM