Telephone routing
There are a number of different telephone routing options which are useful for distributing telephone calls between multiple phones:
Call forwarding
Telephones can be set to forward to an alternative number either immediately and without ring, of following six unanswered rings or straight away if the phone is in use.
Hunt groups
Hunt groups are a more complex form of call forwarding where a number of telephone form a group of numbers from which a call to a single number will ‘bounce’ between telephones until answered. Telephones in a hunt group can pick up a call ringing on any telephone by pressing the ‘*’ key twice.
Automated Call Distribution (ACD)
ACD allows a recorded message to ask the caller to select a number from a list of options after dialling. The number selected will then forward the call to a second telephone number. ACD is usually used to direct callers to different sections of a department.
Call centre
Call centre routing links separate telephone to a single number and randomly routes incoming calls to any free telephone in the call centre group. The IT Service Desk uses call centre routing. For more information see the telecoms website.
Restrictions
Call forwarding can be set up by individual users. Telephone Liaison Officers (TLOs) will need to approve the use of any of the other methods of call routing.
Access information
For instruction on how to set up call forwarding see the Telecoms section.
All other call routing requests should be made to your local TLO. Every department has a TLO. Contact the Telecoms team for the name of your TLO if you do not know who they are:
