Bizfon 7000 User's Guide download pdf (Page 76)

System Administration Guide Call Queues

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Revised: August 5, 2005 Page 72

17.4.1 Example 1: Call Routing To Auto Attendant and Then Call Queue

Requirements:

The inbound call will come in to the auto attendant. The custom auto attendant greeting will include, “For

customer support, press 2.” When the caller presses 2, they will hear the customer support queue greeting

and be placed in the queue.

Configuration:

1. The inbound call will come in on an outside line. The outside line’s call route is set to route calls to the auto

attendant.

2. A system extension is created for customer support. Its call route is configured so that calls are

immediately transferred to the customer support call queue.

3. An auto attendant custom greeting is recorded that tells the callers to press 2 to reach customer support.

4. An auto attendant menu shortcut is configured so that digit 2 calls the customer support system extension.

17.4.2 Example 2: Call Routing Directly to Call Queue

Requirements:

The inbound call will come in directly to the queue.

Configuration:

1. A system extension is created for customer support. Its call route is configured so that calls are

immediately transferred to the customer support call queue.

2. The inbound call will come in on an outside line. The outside line’s call route is set to route calls directly to

the customer support system extension.

17.4.3 Example 3: Call Routing To AA, Live Answer User Extension, and Then Call

Queue

Requirements:

The inbound call will come in to the auto attendant. The custom auto attendant greeting will include, “For

customer support, press 2.” When the caller presses 2, the customer support person’s phone will ring. This

allows the call to be answered live, if possible, rather than hearing the queue greeting message. If the call isn’t

answered after 4 rings, the call will route to the customer support queue and the caller will hear the customer

support queue greeting and be placed in the queue.

Configuration:

1. The inbound call will come in on an outside line. The outside line’s call route is set to route calls to the auto

attendant.

2. An auto attendant custom greeting is recorded that tells the callers to press 2 to reach customer support.

3. A system extension is created for customer support. The call route for this is set so the call:

• Rings the customer support person’s phone 4 times.

• Then if no answer, the call is transferred to the customer support call queue.

4. An auto attendant menu shortcut is configured so that digit 2 calls the customer support system extension.

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Bizfon 7000 User's Guide Page 76