The "Routing Assistant" page is available for all RA-users. Here users can configure routing rules to achieve automated call distribution of incoming telephone calls, in accordance with the presence status of specified staff members.

(lightbulb) Settings specified on this page are published in the SfB client of user in accordance with presence state. 

There are two modes of RA template:

  • Simple form
  • Full form

The mode can be changed in the AppSettings configuration file of Present Assistant. Both modes will be explained below.

Full Form

The Full form is presented as set of settings for each SfB presence state: Available, Busy, Do Not Disturb, Away and Offline.

Presence Assistant Page - Full Form

Within this dialogue you will see the following options:

OptionDefined for Presence StatesDescription
Simultaneous Ring: Destination
  • Available
  • Busy
  • Away

The call reaches both original user and additionally a specified destination after the specified "Delay Time".

(info) If "Delay Time" is '0', the call reaches additionally destination at the same time.

Simultaneous Ring: Delegates

  • Available
  • Busy
  • Away
  • DND

The call reaches both original user and additional delegates configured on Delegates and Managers\Assistants pages after a specified "Delay Time".

(info) If "Delay Time" is '0', then the call reaches additional delegates at the same time.

(lightbulb) A list of delegates is displayed on mouse over the icon:

Simultaneous Ring: Team-call group

  • Available
  • Busy
  • Away
  • DND
The call reaches both original user and additional team members configured on Team Call Group after a specified "Delay Time".

(info) If "Delay Time" is '0', then the call reaches additional team members at the same time.

(lightbulb) A list of team members is displayed on mouse over the icon:

Forwarding: Destination
  • Available
  • Busy
  • Away
  • Offline

The call is forwarded to a specified destination after a specified "Delay Timeif none of users handled the call.

(info) If "Delay Time" is '0', then the call is forwarded to destination immediately.

Forwarding to Voice Mail

  • Available
  • Busy
  • Away
  • Offline

The call is forwarded to Voice Mail (if it is configured) after a specified "Delay Time" if none of the users handled the call.

(info) If "Delay Time" is '0', then the call is forwarded at Voice Mail immediately.

Forwarding: Delegates

  • Available
  • Busy
  • Away
  • Offline

The call is forwarded to delegates configured on Delegates and Managers\Assistants pages right away.

(info) After selecting Forwarding: Delegates the System sets Delay Time to '0' .

(warning) Delegates cannot be enabled if "Simultaneous Ring" is enabled at the same time.

(lightbulb) A list of team members is displayed on mouse over the icon:

Busy on Busy on a Call
  • Busy

The "Busy" section has an exclusive toggle:

  • Enabled: If original user is already in a call and the second call cannot be put through → the caller will hear a busy tone and see the message in SfB that the agent is in another call.
  • Disabled: If original user is already in a call the second call will not be put through.
Busy on DND
  • DND

The "Do not Disturb" section has an exclusive set of options:

  • Busy on Dnd – the caller is not able to reach the original user and will hear busy tone, and see message in SfB that the user is in another call.
  • Forward to Voicemail – the call is forwarded to voicemail of original user (if configured).
  • Forward to Delegates - the call is redirected to delegates configured on Delegates and Managers\Assistants pages respectively.
  • Forward to Team-call group - the call is redirected to team members configured on Team Call Group page.
Offline Destinations
  • Offline

The "Offline" section has exclusive forwarding options:

  • Destination - the call is instantly forwarded to a specified destination.
  • Delegates - The call is instantly forwarded to delegates configured on Delegates and Managers\Assistants pages respectively.
  • Voicemail - The call is instantly forwarded to Voice Mail (if it is configured).
  • Team-call group - The call instantly reaches additional team members as configured on Team Call Group page.

PA Simple Form

A simplified version of the "Full Form". It only consists of a "Online" section and settings which affect all the SfB states - except "Offline".

(info) Option functionality is identical to the "Full Form", refer to the table above.

Presence Assistant Page - Simple Form

Toggle PA Functionality Active/Inactive

Each user (with the functionality enabled by an administrator) may use the the "PA Functionality" toggle to enable or disable routing information being pushed to the SfB client.

This ability can be changed by the following users:

  • SYSTEM ADMIN System Administrator on Users page can enable the function "Enable user for PA" by using the button.
      
  • USER PA-users on their individual "Presence Assistant" page if the "User can inactivate PA" option is enabled for the user within the Users page > "Presence Assistant" tab for that user.
    Afterwards the user will see the following controls on the page: 

(question) What happens when existing settings are made but "inactive"?

  • If RA settings are inactivated for the user, the publication of routing information is temporarily stopped and the last settings are kept in user's SfB client for all presence states until he changes them manually.
  • After (re-)activation RA settings, routing information in SfB will be overwritten again with the ones currently valid according to PA settings.
  • If publication of RA settings is "inactive" and a System Administrator removes the right to publish of routing information from the user, the routing information for that user is published once more.