User guide

System Administrator’s Guide – Release 7.5
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Revised: April 9, 2013
Page 191
27.4 Configuring Calls to Route to the Call Monitor
A call enters a Call Monitor when routed from a system or user extension. Therefore,
configuring the server so that inbound calls enter a Call Monitor is the same as
configuring it for any inbound call routing. Use the same features for the handling of
any inbound call to route a call to a Call Monitor:
Send the outside call to the Auto Attendant or route directly to the Call Monitor
extension.
If the call goes to the Auto Attendant, a menu short cut can be set up to route the call
to the Call Monitor extension.
See section18.2 Basic Routing in this document for information on setting up call
routes. Both user extensions and system extensions can be set up to route a call to a
Call Monitor.
Navigate to the Phone System > Auto Attendants. Go to the Auto Attendant you
want to configure, and click the Modify link.
Example 1: Call Routing to Auto Attendant and then Call Monitor
Requirements The inbound call will come in to the Auto Attendant. The custom
Auto Attendant greeting will include, “For marketing, press 3.” When
the caller presses 3, the line will start ringing the Call Monitor key for
the marketing group’s phones.
Configuration 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.
A system extension is created for a Marketing monitor on the first
connection attempt.
Configure a Call Monitor Programmable Function Key for each of the
marketing group’s phones.
An Auto Attendant custom-recorded greeting tells the callers to
press 3 to reach marketing group.
An Auto Attendant menu shortcut is configured so that digit 3 calls
the Marketing group extension.
Example 2: Call Routing to Call Monitor and then Transfer to a Call Queue
Requirements The inbound call will ring directly to a Support Call Monitor. If not
answered, the call transferrs to the Customer Support queue.
Configuration Create a Customer Support system extension using the Support Call
Monitor on the first connection attempt and that will then transferred
to the Customer Support queue.
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.