This article provides instructions for administrators on how to set up a custom or an advanced call handling rule for a call queue in the Avaya Cloud Office online account.
Multi-condition advanced call handling rules offer powerful call management capabilities using conditions based on date and/or time of the day, incoming caller ID, and called number. When a condition is met, the call gets forwarded to a phone number or set of phone numbers, or gets routed to a voicemail.
IMPORTANT: Carefully test the call flows based on the rules set to ensure that the calls are being handled as expected.
1. Log in as administrator to the Avaya Cloud Office online account.
2. In the Admin Portal, go to Phone System > Groups > Call Queues. Select the call queue that needs to be configured.
3. Click Call Handling & Members.
4. Click the additional options icon, then select Custom Rules.
5. Click Add Rule.
6. Enter a name for the rule, then click Next.
7. Define your conditions when the custom call handling rule will apply:
• Caller ID - Applies the call handling rule based on the caller ID displayed from the calling party. You can enter multiple phone numbers, partial numbers such as a country code plus area code, or a contact name if the person is added to your contacts.
To set up, enter the number or contact name on the space provided, then click Add.
• Called Number - Applies the call handling rule based on the phone number called by the calling party.
To set up, click Select Number, and choose from the phone numbers on the list.
• Date and/or Time - Applies the call handling rule based on the time and day of the week, or on a specific date range. You have two options:
_ Weekly Schedule - Enable the toggle switch for the specific day of the week, and then define the time range. You can click the Copy to Weekdays drop-down menu to quickly apply the schedule to either weekdays or for the entire week, including weekends.
_ Specific Date Range - Click the From and To fields, and then choose the date and time range.
8. Define your call handling action when the conditions you set have been met. You have the following options:
• Transfer Call to Call Queue Members - Distributes the call among your call queue members following the rules you've already established for this call queue. You can configure three settings for this action:
_ Greeting & Hold Music - Configure the different audios that the caller will hear at different points (e.g., upon reaching the call queue, when the call is placed on hold, etc...)
_ Call Handling & Members - Configure the call queue members who will answer the call, the method in which the calls will be transferred to the members, and the settings while callers wait for a member to answer
_ Messages - Configure the voicemail greeting and the extension which will receive the voicemail message
• Take Messages Only - Plays the default or a custom voicemail greeting then routes the caller to voicemail.
• Play Announcement Only - Plays a greeting announcement then disconnects the call.
• Forwarded caller to external number - Forwards the call directly to the specified phone number while ignoring any other greeting settings
• Send caller to Extension - Sends the caller to an Extension of your choice
9. Click Save.
