Personal call routing 

The personal call routing feature enables admins to set their users’ Webex status to "away" and direct incoming calls to voicemail or a chosen number.

When this feature is turned on, callers also get a greeting explaining the user's availability and return time. Other users in Webex see the “away” status with the reason message and end time.

• Personal call routing is a user feature that can be configured in the following:
  
  • User section of User Hub
  • Admin section of User Hub
  • Webex Mobile App
  • Webex Desktop App

Personal call routing won't take effect while do not disturb, call forwarding always, or call forwarding selective are active.

Set up the personal call routing feature

To configure personal call routing: 

1. Sign in to User Hub.
2. Click Users on the left side.
3. Select the user being managed.
4. Click Calling on the top.
5. Select Personal call routing (Away) under Call handling.
6. Toggle the Personal call routing (Away) feature to enable it.

Note: Callers also get a greeting explaining the user's availability and return time.

7. Configure the personal call routing (Away) options:
   
   • Reason
     
     • Select the reason for being away
   • End
     
     • No end date
     • Away message stays on until you turn it off.
   • End on
     
     • Set the end date and time for the away message.
   • Send calls to
     
     • Voicemail only (default) - Callers are presented with the option to leave a message.
     • Voicemail or let callers transfer calls - Callers are presented with the option to talk to an attendant or leave a message.
       The admin must set a user, extension number, or phone number that the call would route to for the attendant.
   • Choose notification type
     
     • None - No ring or reminder on the devices assigned to the user
     • Play ring reminder - Plays a half-ring on the devices assigned to the user.
     • Alert me first - Allows the admin to set the number of rings (between 2 and 20 rings) before the call routes to the away message.

Away message format

Callers hear the voice of the Voice Portal system that plays in the following format, based on the setting for Send calls to:

• Voicemail only (default)
  
  • “Name Greeting plays” “Plays Reason” “Plays when the user is back using End date if set” “press 3 or stay on the line to leave a voice message.”
    
    • Option 3 transfers the call to the user’s voice mailbox.
• Voicemail or let callers transfer calls
  
  • “Name Greeting plays” “Plays Reason” “Plays when the user is back using End date if set” “to be transferred to an attendant press 2, otherwise press 3 or stay on the line to leave a voice message.”
    
    • Option 2 transfers the call to the number the admin set under Transfer call to.
    • Option 3 transfers the call to the user’s voice mailbox.

List of reason messages whenever the voice portal system plays the away message:

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