Routing Assistant
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.
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.
Within this dialogue you will see the following options:
Option | Defined for Presence States | Description |
---|---|---|
Simultaneous Ring: Destination |
| The call reaches both original user and additionally a specified destination after the specified "Delay Time".
|
Simultaneous Ring: Delegates |
| The call reaches both original user and additional delegates configured on Delegates and Managers\Assistants pages after a specified "Delay Time".
|
Simultaneous Ring: Team-call group |
| The call reaches both original user and additional team members configured on Team Call Group after a specified "Delay Time".
|
Forwarding: Destination |
| The call is forwarded to a specified destination after a specified "Delay Time" if none of users handled the call.
|
Forwarding to Voice Mail |
| The call is forwarded to Voice Mail (if it is configured) after a specified "Delay Time" if none of the users handled the call.
|
Forwarding: Delegates |
| The call is forwarded to delegates configured on Delegates and Managers\Assistants pages right away.
|
Busy on Busy on a Call |
| The "Busy" section has an exclusive toggle:
|
Busy on DND |
| The "Do not Disturb" section has an exclusive set of options:
|
Offline Destinations |
| The "Offline" section has exclusive forwarding options:
|
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".
Option functionality is identical to the "Full Form", refer to the table above.
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:
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.