Immediate Call Handling
If you want most incoming calls to be answered by an Automated Attendant with overflow calls handled by a communications system operator or any other extension, use Immediate Call Handling.
With Immediate Call Handling, Automated Attendant Service answers all incoming calls and callers hear the Day Main menu or Night Main menu depending on the time of day and the Automated Attendant Schedule that you specify.
When the MERLIN Messaging System is busy and cannot answer a call, you can
arrange for the call to ring at another extension, such as Direct-Line Console
(DLC) or Queued Call Console (QCC) operator position.
To configure Immediate Call Handling, do the following:
- On the MERLIN Messaging System, assign lines to be answered immediately
to the appropriate MERLIN Messaging Automated Attendant.
- On the communications system, assign the lines you want answered by the
Automated Attendant to the MERLIN Messaging System Calling Group. Program
backup Call Handling as follows:
- If you want a DLC or other telephone that is not a QCC to provide backup
Call Handling for the Automated Attendant, assign the lines answered by
the Automated Attendant as Personal Line buttons on the DLC or other telephone
and set the Personal Line buttons to Delay Ring.
- If you want a QCC to provide backup for the Automated Attendant, program
the MERLIN Messaging System Calling Group to overflow to the QCC queue and
set the calling overflow thresholds as desired.
- Also, if the communications system uses Night Service, assign the MERLIN
Messaging System Calling Group as a Night Service Receiver for each appropriate
Night Service group.