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Configure Call Group Presence State Call Routing

Presence state call routing defines the routing of incoming calls to a call group based on the group’s presence state, and the time of day. The group presence state is generally associated with when a call group is in the office, away from the office, or away at lunch. The time-of-day is divided into three intervals – In Office, Lunch and Away. The Away interval includes all intervals outside of the In Office and Lunch intervals. Presence state call routing applies only to Broadcast, Hunt and Rollover groups.

Presence states can be overridden – see Configure Call Group Presence State Override. You can also override via IVR - see Configure Group Presence Override Routing from a Phone in the silhouette Phone User Guide.

To configure presence state call routing for a call group, follow these steps:

  1. Click Call Groups in the left menu.
  2. Click on the group name to be configured.
  3. In the Presence State Routing section, click Configure Presence State Routing.

    The system returns the Presence State Routing Detail page.

  4. In the Presence State Hours section, check the days that the call group will be In Office and enter the In Office Hours and Lunch Hours for each day:
    • The presence hours categories take the following priority: Lunch Hours, then In Office Hours. This means that if the configuration indicates that more than one category applies at any particular time, the higher-priority category takes precedence. (These settings can be overridden by the Routing Override setting.)
    • Time is displayed using the 24-hour format. The time 24:00 (24 hours, 00 minutes) refers to 23:59:59.
    • Hours fields should not exceed 24 hours or be less than 0 hours. Minute fields should not exceed 59 minutes or be less than 0 minutes. The total time, hours + minutes should not exceed 24 hours nor should it be less than 0 minutes. For example, if the hour field = 24, then the minute field must = 0.
    • You can deselect a day (In Office checkbox) – the corresponding hours will not be applied to presence state routing. If a day is selected with no In Office Hours configured, you cannot save.
  5. In the Presence State Routing section, for each of the time of day categories (IN OFFICE hours, LUNCH hours, AWAY hours), select a call destination from the following options:
    • Select the Call Group Members option to ring the members of this group.
    • Select the Auto Attendant option to direct the call to an Auto Attendant. Select a specific Auto Attendant from the list provided.
    • Select the Calling Group option to direct the call to another call group. Select the call group from the list provided.
    • Select the Other option to direct the call to a phone number (an extension or external number). Type the number in the text box.
  6. In the Vacation Routing section, select a call destination as required.

    (To activate Vacation Routing override, see Configure Call Group Presence State Override)

  7. Click Save.

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