User guide

Using routing lists 9-18
Chapter 9: Call Forwarding and Routing Lists
Wave ViewPoint User Guide
Note: If while you are on the phone you receive an incoming call on an available line
appearance (for example, with call waiting or on a digital phone with multiple primary line
appearances), the call goes to the “Final action if the station is busy” after the ring duration
expires for your phone.
Routing calls to groups
A routing list action can send a call to Group by using the action Call Group. The first person in
the Group to answer the call is connected to the caller.
See “Creating a Group” on page 10-19 for instructions on creating a Group.
When a routing list calls a Group, the only numbers called are contacts’ default numbers and
users’ extensions. Note that users’ call forwarding settings are not followed. If you want to call
a group that includes two numbers for one person (for instance, your desk phone and your cell
phone), you must define two members of the Group, for example, yourself as a user and yourself
as a contact at your cell phone number.
Note: Contact Center queue and auto attendant extensions in a Group are not processed by a
routing list the same way that user extensions and contacts are processed. If a routing list step
calls a Group and the next member in the Group is a queue or auto attendant, processing stops
and the call is sent to the voice mailbox of the current step. For this reason, you may want to
reorder the members of a Group in order to maximize the chances for a call to be answered. For
example, if your routing list processes calls using the Sequentially from the top down method,
consider moving non-user extensions to the bottom of the list. See “Creating a Group” on
page 10-19.
To route calls to a Group as an action in an existing routing list
1. Double-click the routing list in the Routing Lists folder. The Routing List dialog for that
routing list opens.
2. Click
Add. The Routing List Action dialog opens.
3. In the
Action field, select Call a Group.
4. Select a
Group or click to create a new Group.
Note: Your system administrator may have defined a limit to the number of contacts in
a group that is called by a routing list. If you are unable to select a large group, talk to your
system administrator.
Release 3.0
October 2012