When users leave the office, the personal call routing feature manages the calls and sets the availability status. Instead of the calls being unanswered or routed to a voicemail, you can play a message to the callers for a specified period and enable a caller to transfer the call.

This feature specially aids users who are on the move, to quickly and easily manage the call transfers and greetings directly through the Control Hub or Webex App.

Enable personal call routing

Configure the following settings from the Control Hub to enable the personal call routing feature:

  • Choose the audio announcement to play to the caller with the status and expected duration when routing the calls​.

  • Choose to roll over the call to the voice mail or allow the caller to choose to roll to an attendant​ option

  • Select the notification option to either send a ring reminder or allow it to ring me before routing the call.

On enabling the personal call routing feature for a user, all calls to the user are answered with a greeting. The caller can choose to leave a voicemail or transfer the call. On the Webex App, the presence of the user changes to Away.

If the do-not-disturb (DND), Call Forwarding Always, or Call Forwarding Selective settings are active, then you can't enable the Personal Call routing feature.

1

Log in to Control Hub and go to Management > Users.

2

Choose a user and click the Calling tab.

The User screen displays.

3

Go to the Call handling section and choose Personal Call Routing (away). Select the arrow to enable the toggle.

The Personal Call Routing (away) option provides a do-not-disturb capability to the user by routing the calls to voicemail or a specified number. It also informs the caller with the reason of unavailability and the time of return.

4

Choose a reason to state from the Select a reason drop-down menu. This selection determines the announcement that the callers hear. Specify the following settings to define the timelines for these announcements:

  • Start and end time and the start and end date to display the reason.
  • Select No end date to display the message for an indefinite time.
5

Configure the following call routing options:

  • Select the Send to voicemail option to roll over the call to a voicemail.

  • Select the Voicemail or let callers transfer calls option. On selecting the Let callers transfer calls option, specify a number to transfer the call.

6

Choose the type of notification from the following:

  • None
  • Play ring reminder
  • Alert me first
On Choosing Alert me first option, you can enter the number of rings to notify the user.
7

Click Save to save the configurations for the user.