Managing calls

Call handling allows you to manage the call process. For example, you can configure the process to forward a call to another number on a specific schedule.

To manage a call

1. Go to Call Handling.
2. Under Setting, select a call status from the drop-down menu. Your choices are:
   • Normal
   • No answer
   • Busy
   • Do not disturb
   • Phone not connected
   • Block list
   • Voicemail

Each status can only be used for one call management configuration.

If you select Block list, the call management configuration will apply to the numbers added in the Personal Block List configuration. See Configuring a personal block list.

3. Set Call Process to either System default action or User defined.

The System default action changes depending on the status selected. As shown in the example, a Normal status means the system default action is Ring Phone.



4. If you selected User defined, click New to define a call process according to a schedule.
   • Select a default Schedule for the call action. Once a schedule is assigned, you can click View to display the schedule details.
   • Select whether this call process applies to Internal, Trunk, and/or Office peer calls.
   • Select an Action for the call process. Multiple user defined call process actions can be defined to process a call in a specific sequence. For example, you can create one call process with a Play announcement action, followed by another with an Auto attendant action.

   The Default action is the same as the system default action, determined by the call handling status.

   • If you select Follow me, select a follow me profile. For information on configuring follow me, see Follow me setting.

   This option is only available if your administrator enables call forwarding in your extension's user privilege.

   • If you select Play announcement, select a sound file. For information on configuring sound files, see Customizing a sound file for an announcement.
   • If you select Auto attendant, select a default auto attendant.
   • If you select Forward, enter the number to which you want to forward the call. This option is available only if your administrator enables call forwarding in your extension’s user privilege.
   • Click OK.
5. Your call process actions are shown. If necessary, you can change the order of the actions by selecting an action's checkbox and clicking Move > Up or Move > Down.



6. Click OK.

Quick call handling

Use Quick call handling to change your call handling settings for a short period of time and leave your regular call handling settings unaffected by this change. The quick call handling settings are tied to the settings under Preferences > Quick Mode (see Setting extension preferences).

You can manage Quick call handling by dialing a code to enter into a default mode and configure the call process for when your status is either Out of office or Away, or for another reason (Other).

To configure Quick call handling

1. Go to Call Handling.
2. Under Quick call handling, select a call status from the drop-down menu. Each status can only be used for one call management configuration.
3. Under Call Process, click New to define a call process according to a schedule.

• Select a default Schedule for the call action. Once a schedule is assigned, you can click View to display the schedule details.
• Select whether this call process applies to Internal, Trunk, and/or Office peer calls.
• Select an Action for the call process. Multiple call process actions can be defined to process a call in a specific sequence.
• Click OK.

Click OK.

Follow me setting

This feature allows a call to your extension to be transferred to another destination when you are not available.

To configure follow me

1. Go to Call Handling.
2. Under Follow Me Setting, click New.
3. Enter a Name.
4. Under Follow Me Numbers, click New to enter a phone number to which the call to your extension can be transferred.

Additionally, define the Ring duration in seconds. This setting defines how long to ring the Follow Me number before following the No Answer call handling setting of the extension. Click OK.

5. Click OK.

Repeat the steps to add more numbers if you want to transfer a follow me call to multiple numbers in a sequence. The numbers will be dialed according to the sequence in the follow me setting.