This article provides information on configuring a User's Incoming Call Information.
The Incoming Call Information provides details about the inbound call received or forwarded to a User Extension. Follow the steps below to configure the settings for your Users.
1. Log in as an Administrator to the Avaya Cloud Office upended online account.
2. Go to Users > Users List > Users With Extensions. Click the User whose settings need to be configured.
3. Go to Call Forwarding and Voicemail > Settings. Click Edit below Incoming Call Information.
The Incoming Call Information has two primary categories to configure:
Display Number
Play Announcement
Display Number
The Display Number tab determines what number is displayed when the call is forwarded to the User. There are two options to choose from:
• Incoming Caller ID
• Called Number
Incoming Caller ID
This option displays the phone number of the person calling. Below are additional settings which you can enable:
_ If number is blocked or unknown, display my main Avaya Cloud Office number as the Caller ID instead
_ Add Special Number
_ Display This Call Information on Non-Avaya Cloud Office phones only or All phones
If number is blocked or unknown, display my main Avaya Cloud Office number as the Caller ID instead
Check this option to display your main number as the Caller ID. This helps you identify blocked or unknown numbers.
Add Special Number
Adds extra digits to the beginning or end of the phone number to help you identify if the call was forwarded from Avaya Cloud Office or if it was a direct dial to the non-Avaya Cloud Office number. You can Add Number to the beginning or Add Number to the end for identification. Select either of the options and enter the number on the field provided.
IMPORTANT: Some carriers do not support the ability to send caller ID with pre-pended, or post-pended digits. Please test that this functionality is supported by the appropriate carrier device the call will be sent to.
Display This Call Information on Non-Avaya Cloud Office phones only or All phones
Select Non-Avaya Cloud Office phones only to display altered Caller ID on calls forwarded to your non-Avaya Cloud Office phones while still showing normal Caller ID on Avaya Cloud Office phones/IP phones. Select All phones to have the above Caller ID settings apply to any phone you receive calls at.
Called Number
This option displays the phone number the person dialed. If you use your business phone for personal use as well, it allows you to identify business calls and answer them appropriately.
Play Announcement
By default, Avaya Cloud Office plays an announcement wherein you need to press 1 to accept a forwarded call from Avaya Cloud Office to a non-Avaya Cloud Office forwarding number. The following settings are available when you prefer the announcement to play before connecting:
• Direct Calls
• Call Queue Calls
• Include mailbox name in announcement
• Require my pin to answer
Direct Calls
This setting allows you to hear an announcement when your extension or phone is called directly. This is helpful for identifying how you should answer the phone, especially if you use the phone for both business and personal use. You can select the following options under this setting:
• For non-Avaya Cloud Officephones only - Select this option to play the announcement when forwarding a call to your home or mobile phone, but not when forwarding to a Avaya Cloud Office desk phone. You will not be prompted to press 1 to accept calls on your Avaya Cloud Office applications, and Avaya Cloud Office IP Phones.
• Always - Select this option to apply your incoming number display settings to all of your phones. You will be prompted to press 1 to accept calls on your non-Avaya Cloud Office phones and Avaya Cloud Office IP Phones. You will not be prompted to press 1 to accept calls on your Avaya Cloud Office phone applications.
• Never - Select this option to never play the announcement. You will not be prompted to press 1 to accept calls on any phones. Avaya Cloud Office, however, will not be able to tell when your mobile or home voicemail picks up and business calls may receive your personal voicemail. Selecting For non-Avaya Cloud Office phones only option is recommended.
The prompt or announcement will give you the following options:
_ Press 1 to accept the call
_ Press 2 to send caller to voicemail
_ Press 3 to disconnect the call
_ Press 6 to forward the call to another extension
_ Press 7 to forward the call to another phone number
_ Press 8 to hear the caller's name again (only applicable when Call Screening enabled in the User's extension)
_ Press # to repeat the menu
NOTE: If you do not press an option, the caller will be sent to your voicemail. If you chose to forward the call to an answering service, it is important to have the Play announcement before connecting set to Never.
Call Queue Calls
This setting applies if you are a member of a call queue. This is helpful for identifying how you should answer the phone, especially if you are a member of multiple call queues. You can select the following options under this setting:
• For non-Avaya Cloud Office phones only - Select this option to play the announcement when forwarding a call to your home or mobile phone, but not when forwarding to a Avaya Cloud Office desk phone. You will not be prompted to press 1 to accept department (Call Queue) calls on your Avaya Cloud Office IP Phone, and Avaya Cloud Office applications. You will still be prompted to press 1 to accept department (Call Queue) calls on you non-Avaya Cloud Office phones.
• Always - Select this option to apply your incoming number display settings to all of your phones. You will be prompted to press 1 to accept department (Call Queue) calls on your Avaya Cloud Office IP Phone, and non-Avaya Cloud Office phones. You will not be prompted to press 1 to accept department (Call Queue) calls on your Avaya Cloud Office phone applications.
Include mailbox name in announcementt
Select this option if you prefer the mailbox name to be included in the announcement. If this option is unchecked and you get a department (Call Queue) call, the prompt will say "Queue Call, to accept this call, press 1". If you are supposed to accept calls from the Sales and Technical Departments for example, checking this option will let you know if the call you are getting is for Sales or Technical Department.
Require my pin to answer
This option requires the Avaya Cloud Office PIN be entered before accepting a call. This is very helpful if you do not want other people to accept your calls, such as when you have a home office and do not want your children to answer business calls.
