Cisco Personal Assistant User Guide, Release 1.1
Setting Up Rules for Handling Incoming Calls
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Setting Up Rules for Handling Incoming Calls

Table Of Contents

Setting Up Rules for Handling Incoming Calls

What Are Rules and Rule-Sets?

What is a Rule?

What is a Rule-Set?

What is the Difference Between a Rule and a Rule-Set?

Creating a New Rule-Set

Building Rules

Adding a New Rule

Specifying Caller Identity in a Rule

Specifying Time of Day in a Rule

Specifying Calendar Status in a Rule

Previewing a Rule

Editing a Rule

Changing the Order of Multiple Rules in a Rule-Set

Activating a Rule-Set

Activating Rule-Sets By Days of the Week

Activating Rule-Sets By Specific Dates

Using the Call Screening Feature

What Call Screening Sounds Like


Setting Up Rules for Handling Incoming Calls


These sections introduce rules and rule-sets and provide instructions about how to use them:

What Are Rules and Rule-Sets?

Creating a New Rule-Set

Building Rules

Activating a Rule-Set

Using the Call Screening Feature

What Are Rules and Rule-Sets?

The following sections define rules and rule-sets:

What is a Rule?

What is a Rule-Set?

What is the Difference Between a Rule and a Rule-Set?

What is a Rule?

A rule for Cisco Personal Assistant is much like an instruction that you would give to a human personal assistant. Rules tell Personal Assistant to send some of your calls to certain numbers and other calls to different numbers based on the identity of the caller, the time of day, and your calendar.

You can change the characteristics of your rules as frequently and dramatically as you need to. For example, you can make a rule that sends all calls from Philip Elton to your mobile phone; then later change the rule to effectively send all calls except those from Philip Elton to your mobile phone.

Rules can be general, such as, "Send all my calls to voice mail." Or rules can be specific, such as, "Send calls from Jane Fairfax to my mobile phone if she calls between 9:00 am and 10:00 a.m., and screen the call."

Related Topics

What is a Rule-Set?

What is the Difference Between a Rule and a Rule-Set?

Creating a New Rule-Set

Building Rules

What is a Rule-Set?

A rule-set is a group of one or more rules that you can activate on certain days, according to your schedule. Personal Assistant requires that you create a rule-set before you can add rules to it.

When your incoming calls are processed through rules, Personal Assistant uses the first rule in a rule-set that matches the conditions of the incoming call and applies it. Therefore, the way you order your rules within a rule-set is important. In general, order rules from most specific to least specific.

Related Topics

What is a Rule?

What is the Difference Between a Rule and a Rule-Set?

Creating a New Rule-Set

Activating a Rule-Set

What is the Difference Between a Rule and a Rule-Set?

Rule-sets are ordered lists of rules. You can schedule a rule-set by days of the week or by date range.

A rule needs to be built inside of a rule-set; you cannot build a rule for your Personal Assistant unless you first create the rule-set to which you want the rule to belong.

When a rule-set contains more than one rule, Personal Assistant tests each rule in sequence to see if it matches the conditions of an incoming phone call. Personal Assistant applies the first matching rule to the call.

Related Topics

What is a Rule?

What is a Rule-Set?

Creating a New Rule-Set

Creating a New Rule-Set

Use the following procedure to create a new rule-set.

Procedure


Step 1 From the main menu, choose Rules  > Rule-Sets.

Personal Assistant opens the Rule-Sets page.

Step 2 In the Rule-Set Name field, enter a name for the new rule-set, as shown in Figure 6-1.

Figure 6-1

Step 3 Click Add Rule-Set.

Personal Assistant creates the new rule-set and adds it to the List of Rule-Sets, as shown in Figure 6-2.

Figure 6-2

Step 4 You can add rules to the rule-set now or later. For instructions, see the "Building Rules" section.


Tips

To delete a rule-set, click the delete icon to the right of the rule-set. Active rule-sets cannot be deleted. To de-activate a rule-set, select "click to select" in place of the rule-set name in the Activate Rule-Sets page.

The names you choose for your rule-sets can make it easier for you to activate them in the future. For example, a rule-set called "Work Week" might be activated Monday through Friday, whereas a rule-set called "London Trip" might be activated only during the calendar dates of that trip. See the "Activating a Rule-Set" section.

Related Topics

What Are Rules and Rule-Sets?

Building Rules

Activating a Rule-Set

Using the Call Screening Feature

How to Use the Call Forwarding Rule Tester

Building Rules

Use the following sections to help you build and use rules:

Adding a New Rule

Editing a Rule

Changing the Order of Multiple Rules in a Rule-Set

Adding a New Rule

Use this procedure to add a new rule. For help with understanding rules, see the "What Are Rules and Rule-Sets?" section.

Before You Begin

Before adding a rule, you need to create a rule-set. For instructions, see the "Creating a New Rule-Set" section.

Procedure


Step 1 Choose Rules  > Rule-Sets from the main menu.

Personal Assistant opens the Rule-Sets page.

From the Rule-Sets page, click the Add Rule button for the rule-set within which you want to build a rule.

If the Add Rule button is hidden, click the plus or minus icon to open it.

Figure 6-3

Personal Assistant opens the Rule page.

Step 2 In the Rule page, enter the information that you want Personal Assistant to use when forwarding your calls. At a minimum, you must choose a destination or destination group (a phone number or group of numbers to which Personal Assistant can forward your calls). Other fields on the Rule page are optional.

See Table 6-1 for Rule page options.

Table 6-1 Rule Page Options

Rule Page Section
Required or Optional
How to Use this Section
Where to Get More Details

Caller Identity

Optional

Specify a caller, caller group, or caller's phone number that you want to include in your rule.

Specifying Caller Identity in a Rule

Time of Day

Optional

Specify hours of the day when you want your rule to apply to your calls.

Specifying Time of Day in a Rule

Meeting schedule

Optional, if available

Include your calendar or meeting schedule in a rule.

Specifying Calendar Status in a Rule

Note Your system administrator determines the availability of this feature

Destination

Required

Specify a destination or destination group where you want Personal Assistant to forward your calls. Use the call-screening field in this section to tell Personal Assistant whether or not to screen calls.

What Are Destinations?, page 3-1

What Are Destination Groups?, page 3-5

Using the Call Screening Feature

Preview

Optional

View a text version of your rule before adding it to your rule-set.

Previewing a Rule



Note Pager destinations do not appear in the Destinations drop-down menu because pagers cannot exist alone in a rule; a pager needs to share a destination group with at least one phone number.


Step 3 In the Destination section of the Rule page, use the drop-down arrow to choose a destination or destination group.

Step 4 Choose "screen the call" or "do not screen the call" from the drop-down menu, as shown in Figure 6-4.


Note Personal Assistant automatically screens calls that you send to a destination group. Therefore, you cannot choose to de-activate the call-screening feature on the rule page once you select a destination group for a rule.


Figure 6-4

Step 5 To see your rule after choosing a destination, click the Preview Now button. Personal Assistant will show you a text version of your rule so far.

Step 6 Click Save to add your rule to the rule-set. Or specify more criteria for your rule.

You can add multiple rules to a rule-set.


Tips

In the Rule-Set page, click the delete icon to the right of the rule that you want to remove from a rule-set. Click on the delete icon that corresponds to a rule-set to delete the entire rule-set.

Click the up and down arrows to rearrange the order of the rules in a rule-set. Because Personal Assistant uses the first rule that matches and applies it to an incoming call, the order of your rules within a rule-set is important. In general, order rules from most specific to least specific.

To edit a rule, click on the rule text in the Rule-Set page.

In the Rule page, you must specify a destination or destination group to which Personal Assistant can forward your calls. Other fields on the page are optional.

Specify "voice mail" as a destination when you want calls to go straight to your voice mail system without ringing your desk-top phone.

Related Topics

Specifying Caller Identity in a Rule

Specifying Time of Day in a Rule

Specifying Calendar Status in a Rule

Previewing a Rule

Editing a Rule

Using the Call Screening Feature

How to Use the Call Forwarding Rule Tester

Specifying Caller Identity in a Rule

Use the Caller Identity section of the Rule page to include individual callers, caller groups, or a caller's phone number in a rule.

Procedure


Step 1 Choose Rules  > Rule-Sets from the main menu.

Personal Assistant opens the Rule-Sets page.

From the Rule-Sets page, click the Add Rule button for the rule-set within which you want to build a rule. See Figure 6-3.

If the Add Rule button is hidden, click the plus or minus icon to open it.

Step 2 Find the Caller Identity section of the Rule page, as shown in Figure 6-5.

Figure 6-5

Step 3 If you want to specify one or more individual callers (as opposed to caller groups) in your rule, perform the following steps:

a. Choose "is one of" or "is not one of" from the first drop-down menu. Then click the Select Callers button.

Personal Assistant opens the Caller Search window, as shown in Figure 6-6.

Figure 6-6

b. Choose a directory to search, enter a name or partial name, and click Search.

Personal Assistant displays the results of your search.

c. To select a caller from the list, check the Select check box to the right of the caller's name. Click Add Selected and Close.

You can add more than one individual caller to a rule. To remove callers from a rule, select the caller's name in the Rule page and click the Remove Callers button.

Step 4 If you want to specify a caller group (as opposed to individual callers) in your rule, do the following:

a. Choose "belongs to" or "does not belong to" from the drop-down menu.

b. Choose a caller group from the next drop-down menu.

c. Click Save to add your rule to the rule-set, or specify more criteria for your rule.

Step 5 Additionally, you can specify a caller by phone number, as shown in Figure 6-7.


Note Enter the number that Personal Assistant associates with the caller (typically a work extension); this number is not necessarily the same number from which the person might place the incoming call.


Figure 6-7


Tips

You can see a text version of a rule before you save it by clicking the Preview Now button at the bottom of the Rule page.

Before you can use a caller group in a rule, you need to create the caller group. For more information, see Adding a New Caller Group, page 5-2.

Related Topics

Building Rules

Specifying Time of Day in a Rule

Specifying Calendar Status in a Rule

Previewing a Rule

Editing a Rule

Using the Call Screening Feature

Specifying Time of Day in a Rule

Use the Time of Day section of the Rule page to limit the hours when you want a rule applied to your incoming calls.

Procedure


Step 1 Find the Time of Day section of the Rule page, as shown in Figure 6-8.

Figure 6-8

Step 2 Use the drop-down arrow to choose "arrives" or "does not arrive."

Step 3 Choose an hourly range from the drop-down menu.


Tips

The Personal Assistant uses a 24-hour clock, rather than a 12-hour clock; therefore, "17:00" is equivalent to 5:00 pm.

If you use the Time of Day criteria in a rule, Personal Assistant needs to know your time zone. From the main menu, choose Preferences > Settings to view or change your time zone setting.

Related Topics

Specifying Caller Identity in a Rule

Specifying Calendar Status in a Rule

Previewing a Rule

Using the Call Screening Feature

Changing the Time Zone, page 7-6

Specifying Calendar Status in a Rule

Use this feature to specify your calendar status or meeting schedule in a rule. This feature works in tandem with your corporate calendar system. Your system administrator determines the availability of this feature.

Choose "in a meeting" or "not in a meeting" as shown in Figure 6-9.

Figure 6-9

Related Topics

Building Rules

Specifying Caller Identity in a Rule

Specifying Time of Day in a Rule

Previewing a Rule

Using the Call Screening Feature

Previewing a Rule

You can preview a text version of a rule while you are building the rule by clicking the Preview Now button on the Rule page. See Figure 6-10.

Figure 6-10

Related Topics

Building Rules

Specifying Caller Identity in a Rule

Specifying Time of Day in a Rule

Editing a Rule

How to Use the Call Forwarding Rule Tester

Editing a Rule

Use this procedure to change a rule that you have already created.

Procedure


Step 1 From the Rule-Sets page, click on any part of the descriptive text for a rule, as shown in Figure 6-11. The rules are links that will take you to the Rule page.

Figure 6-11

Personal Assistant opens the Rule page for that particular rule.

Step 2 In the Rule page, change the information as necessary.

Step 3 Once you have completed the changes, click Preview Now. If you are satisfied with the changes you made to your rule, click Save.

Personal Assistant returns to the Rule-Sets page. The rule text reflects the changes you made to the rule.

Step 4 When you have finished adding rules to and creating rule-sets, click the Activate Rule-Sets link to apply the rule-set to your incoming phone calls.


Related Topics

Creating a New Rule-Set

Building Rules

Previewing a Rule

Changing the Order of Multiple Rules in a Rule-Set

Activating a Rule-Set

Changing the Order of Multiple Rules in a Rule-Set

If you add multiple rules to one rule-set, arrange your rules from most specific to least specific. Because Personal Assistant tries to match rules in a top-down order as they appear on the Rule-Sets page, this arrangement ensures that Personal Assistant matches calls to a specific rule before trying to match a call to a general rule.

Use the following procedure to change the order of multiple rules in a rule-set.

Procedure


Step 1 Open the Rule-Sets page by choosing Rules > Rule-Sets.

Step 2 Click the up and down arrows to rearrange the order of the rules, as shown in Figure 6-12.

Figure 6-12


Tips

Click the delete icon to the right of the rule that you want to remove from a rule-set. You can click on the delete icon that corresponds to a rule-set to delete the entire rule-set.

Related Topics

Creating a New Rule-Set

Adding a New Rule

Editing a Rule

Activating a Rule-Set

Activating a Rule-Set

Activating a rule-set means to schedule it to take effect on certain days or dates. Activate a rule-set to tell Personal Assistant when to apply rules to your incoming phone calls.

You can activate a rule-set by days of the week or within a range of calendar dates. For example, you can tell your Personal Assistant to apply your "vacation" rule-set from March 1 to March 8 and your "London Trip" rule-set from March 8 to March 11. Once the trip is over, you can activate your "Work Week" rule-set on Monday through Friday, as usual.

Personal Assistant only allows one rule-set to be active at any given time. When one rule-set is active, other rule-sets are simultaneously de-activated for the same time period.

The following sections describe your options for activating a rule-set:

Activating Rule-Sets By Days of the Week

Activating Rule-Sets By Specific Dates

Activating Rule-Sets By Days of the Week

Use this procedure to apply a rule-set to one or more days of the week. For example, every Tuesday, every weekday, every weekend, and so on.

Procedure


Step 1 Open the Activate Rule-Sets page by doing one of the following:

In the Rule-Sets page, click the Activate Rule-Sets link at the bottom of the screen.

From the main menu, choose Rules  > Activate Rule-Sets

Personal Assistant opens the Activate Rule-Sets page.

Step 2 To activate a rule-set according to days of the week, click any of the drop-down menus for days of the week and select the rule-set that you want to activate, as shown in Figure 6-13.

You can select a rule-set for one or more particular days of the week, or you can select a rule-set for "Everyday," which applies the rule-set to every day of the week.

Figure 6-13

Step 3 Once you have selected the rule-set or sets that you want to activate by days of the week, click Update.

Step 4 From the main menu, choose Rules > Rule-Sets. You can see the activation results under the "Active Period" section of the Rule-Sets page, as shown in Figure 6-14.

Figure 6-14


Tips

You can turn off rule processing without changing your rule-set schedule. Choose Preferences > Settings from the main menu, then check the box called "Turn off Cisco PA."

To de-activate a rule-set without turning off rule processing, go back to the Activate Rule-Sets page and select "Click to Select" in place of rule-set names from the drop-down menus.

Related Topics

Creating a New Rule-Set

Specifying Time of Day in a Rule

Activating Rule-Sets By Specific Dates

How to Use the Call Forwarding Rule Tester

Activating Rule-Sets By Specific Dates

Use this procedure to apply a rule-set during a range of calendar dates.

You can schedule up to three date ranges in advance. Because Personal Assistant uses the first date range that matches, order your rule-sets from most specific to least specific. Place your most general, or "default" rule-set last. This ordering ensures that all the date ranges can take affect. For example:

"Vacation" rule-set, active June 5 to June 12

"London Trip" rule-set, active June 17 - June 20

"Work Week" rule-set, active June 1 - June 30

Procedure


Step 1 Open the Activate Rule-Sets page by doing one of the following:

In the Rule-Sets page, click the Activate Rule-Sets link at the bottom of the screen

From the main menu, choose Rules  > Activate Rule-Sets

Personal Assistant opens the Activate Rule-Sets page.

Step 2 To activate a rule-set according to specific dates, choose a date range in the From and To drop-down menus.

Step 3 In the Rule-Set column, choose a rule-set for each row you want to use, as shown Figure 6-15.


Note Rows that have "click to select" in place of a rule-set are not active. You can de-activate a rule-set by returning to the Activate Rule-Sets page and choosing "click to select" in place of the rule-set name. Click Update after any changes.


Figure 6-15

Step 4 Click Update.

Step 5 Choose Rules > Rule-Sets to see the activation results on the Rule-Sets page, as shown in Figure 6-16.

Figure 6-16


Tips

You can turn off rule processing without changing your rule-set schedule. Choose Preferences > Settings from the main menu, then check the box called "Turn off Cisco PA."

To de-activate a rule-set without turning off rule processing, go back to the Activate Rule-Sets page and select "Click to Select" in place of rule-set names from the drop-down menus.

Related Topics

Creating a New Rule-Set

Specifying Time of Day in a Rule

Activating Rule-Sets By Days of the Week

Using the Call Screening Feature

How to Use the Call Forwarding Rule Tester

Using the Call Screening Feature

Adding call screening to a rule lets you have options about how to handle screened calls before allowing those calls to connect.

Figure 6-17 shows the call screening drop-down menu in the Rule page.

Because the call screening feature is part of a rule, you need to follow the procedure for setting up a rule-set before you can add a rule with call screening. For instructions, see the "Creating a New Rule-Set" section and the "Building Rules" section.

Figure 6-17

Note that call screening applies automatically to rules that specify destination groups.

For a description of what Personal Assistant says to you and your callers, see the "What Call Screening Sounds Like" section.

What Call Screening Sounds Like

When you receive a call to which a call screening rule applies, Personal Assistant tells the caller to hold while it lets you decide if you want to take the call.

If the caller is included in your corporate directory, Personal Assistant recognizes the caller and identifies the caller by a name or phone number.

If the caller does not belong to the corporate directory, Personal Assistant does not recognize the caller and asks the caller to record his or her name after a prompt. Personal Assistant then plays the recorded name to identify the caller for you.

Next, Personal Assistant gives you the following options over the telephone:

Press 1 to take the call

Press 2 to forward the call to another number

Press 3 to send the call to voice mail (if available)

Meanwhile, Personal Assistant tells your caller, "Please wait while locating."

If you are not available to pick up a screened call, Personal Assistant sends the incoming call to your default destination, which typically is your desk phone and integrated voice mail system.