When an Override action is encountered, Call Director checks to see if it is enabled. If it is not, the call flow follows the Disabled result. If Override is enabled, Call Director performs the action connected to the Enabled or From Call Flow results (typically a transfer to another extension, a voice mailbox, or the attendant).
Override can be turned on and off in Call Director or from any DTMF telephone.
Calls to the main telephone number for ACME Widgets arrive on lines assigned to Line Group 1 and are answered by the automated attendant. The Call Director Administrator has programmed an initial Override function for this line group to go to the snow emergency closure message. When Override is enabled, instead of hearing the normal automated attendant, outside callers will now hear:
"Thank you for calling ACME. Due to
severe weather conditions, our offices are
temporarily closed."
"If you know the extension number of
the person you wish to reach, please dial it now and
leave a message. We will return your call as soon as possible. Thank you."
Penny is working late and is expecting an important call. She will be working in the computer room, and overrides all of her calls to go directly to that extension (3456). Upon returning to her own desk, she simply disables Override to return her call flow to normal processing.
The following table lists the configurable properties for the Override action and its possible results:
Item |
Values (default = bold) |
Description/Notes |
PROPERTIES |
|
|
Name |
<user-definable> Override |
Changing an action name renames all aliases of the action. |
Override Enabled |
Disabled |
Indicates whether Override is enabled or disabled. When it is enabled, the result is based on either Enabled or From Call Flow. |
Action ID |
-- |
A system-generated three-digit ID used to identify this action when enabling or disabling it by telephone. |
RESULTS |
|
|
Message Center |
The action taken when Override is enabled AND the call has been forwarded to your call flow by your extension. The default is Message Center, which plays a system message and then disconnects the call. When Override is enabled, it has priority over the other results. |
|
Message Center |
The action taken when Override is disabled. The default is Message Center, which plays a message that you have pre-recorded and then disconnects the call. |
|
Unassigned |
The action taken when Override is disabled AND the call has been transferred to your call flow from another call flow, as a Transfer or Voicemail action. The default is Unassigned, which means that for an incoming interflow call, the Disabled result is followed. |
|
Unassigned |
The action taken when Override is disabled, after the Extended Absence Greeting is played. The default is Unassigned, which means that after playing the EAG, the Disabled result is followed. |
|
To program the Override action:
On the Call Flow page, add the Over-Ride action to the call flow.
Under When I receive a Call, click the Override action listed in the call flow. The action's Properties and Results appear at the bottom of the page.
Enter or modify the properties as needed. For information, see the table above.
Assign actions as required to the Enabled and Disabled results from the call flow and/or Extended Absence if applicable.
Click Save. The call flow is saved.