Configure call intercept in Control Hub- Webex
You have the ability to listen in on both incoming and outgoing calls as a client administrator. You have the ability to play a detailed notice for callers and provide alternative routing alternatives when you employ call intercept. In addition, you can disconnect the phone lines of a location, user, or workplace entirely. Call intercept can be configured on a location-by-location, user-by-user, or workspace-by-workspace basis.
Configure for a location
You have the ability to listen in on either incoming or outgoing calls for a certain location. Any location intercept settings that you configure will be ignored if the user or place in question already has intercept enabled.
1. Navigate to the Services > Calling > Locations menu item from the customer view within https://admin.webex.com.
2. Choose the place that you want to configure for place Intercept and go to the Locations tab.
3. Toggle the switch to enable the Call Intercept feature.
4. Choose whether you want to allow all incoming calls or intercept all incoming calls under the heading “Incoming Calls.”
5. If you select the option to intercept all incoming calls, you will be prompted to select the functionality that you require.
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- Checking the box labeled “Send all calls to voicemail” enables an individual user’s location calls to be forwarded to that user’s voicemail.
- When you pick Announcements, you have the option of selecting the default greeting or uploading a personalized audio greeting by selecting the appropriate option from the drop-down box and then clicking the Upload File button.
- Choose one of the following options from the Phone Number Announcements drop-down menu, and then enter the number redirects:
6. The new number announcements should be played.The caller is informed that this is the new number to contact and given the opportunity to do so. This number may be an internal company number or extension, or it may be a genuine e164 number for the public switched telephone network (PSTN).
Transferring a call to this number when the ‘0’ key is pushed causes the caller to be sent to the phone number that was previously input.
It is possible to input two distinct numbers for each choice if all of these checkboxes are selected; however, doing so will cause the announcement message to be interpreted incorrectly.
Callers will receive the following message: “The number you’re trying to reach is out of service. Please try again later.” if the Play new number announcements feature is set to 1111 and the Transfer on ‘0’ to this phone number feature is set to 2222. 1111 is the new number in use. Now is the time to press 0 on your keypad if you want to be moved to the new place. In this scenario, dialing ‘0’ will transfer callers to the 2222 line rather than the 1111 one.
7. Choose one of the following for calls that are placed outgoing:
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- All outbound calls will be intercepted, and the user will receive a message informing them that their line is out of service whenever they attempt to make an outgoing call.
- The user from the intercepted location will only be able to make calls within the United States if this setting is enabled for outbound calls.
- Calls that are intercepted can be forwarded to a specific phone number. Whenever a user originating from the location where calls are intercepted makes an outgoing call, the call is routed to the number that has been specified.
8 Select the Save option.
Configure for a user
You have the ability to listen in on both incoming and outgoing calls made by users within your organization. If you turn on this feature, calls will be forwarded either to the user’s voicemail or to a specific number that you choose to designate.
1. Go to the Users section in the customer view of https://admin.webex.com, and then choose the user whose information you want to change.
2. Select Calling, then select Call handling from the drop-down menu.
3. Navigate to the Call Intercept menu.
4. Toggle the button to make any necessary adjustments to the user’s settings.
5. Choose whether you want to allow all incoming calls or intercept all incoming calls under the heading “Incoming Calls.”
6. If you selected the option to intercept all incoming calls, you will need to configure the following features:
7. In the section labeled “Phone Number Announcements,” pick one option from the list below, and then enter the number redirects:
Play announcements of the new number, during which the caller will hear this number presented as the new number to dial.
Transferring a call to this number when the ‘0’ key is pushed causes the caller to be sent to the phone number that was previously input.
It is possible to input two distinct numbers for each choice if all of these checkboxes are selected; however, doing so will cause the announcement message to be interpreted incorrectly. Callers will receive the following message: “The number you’re trying to reach is out of service. Please try again later.” if the Play new number announcements feature is set to 1111 and the Transfer on ‘0’ to this phone number feature is set to 2222. 1111 is the new number in use. If you want to be moved to the new place, you should press 0 at this time. Make your selection from the following options for this8’s Outgoing Calls.
All outbound calls will be intercepted, and the user will be informed that this line is now unavailable whenever they attempt to make an outgoing call.
Only local calls may be placed outbound from this number; the user may only place calls to national numbers.
Calls that are intercepted can be routed to a specific number, and any outbound calls made by the person who is having their calls intercepted will be routed to that number.
9. To confirm your changes, click the Save button. In this scenario, dialing ‘0’ will transfer callers to 2222 rather than 1111.
Configure for a workspace
You have the ability to listen in on both incoming and outgoing calls made to or from workspaces within your business. When this option is turned on, incoming phone calls are diverted to either the voicemail system for the workspace or to a specific number of your choosing.
It is necessary to assign a workspace license to the workspace before making this functionality accessible for use.
1. From the customer view at https://admin.webex.com, navigate to Workspaces and pick the workspace that you wish to update. You can do this by selecting the workspace from the drop-down menu.
2. Select Call handling from the menu that appears after clicking Calling.
3. Navigate to the Call Intercept menu.
4. Toggle the button to make adjustments to the configurations of the workspace.
5. Choose whether you want to allow all incoming calls or intercept all incoming calls under the heading “Incoming Calls.”
6. If you selected the option to intercept all incoming calls, you will need to configure the following features:
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- To forward all calls from the workspace to your voicemail, use the check box labeled Send all calls to voicemail.
- Select Announcements from the menu on the left, and then from the drop-down list, choose either the standard greeting or the option to create a custom audio greeting, and then click the create File button.
7. In the section labeled “Phone Number Announcements,” pick one option from the list below, and then enter the number redirects:
Play announcements of the new number — The caller will hear this number announced as the new number to call when they place their call.
Transferring a call to this number when the ‘0’ key is pushed causes the caller to be sent to the phone number that was previously input.
It is possible to input two distinct numbers for each choice if all of these checkboxes are selected; however, doing so will cause the announcement message to be interpreted incorrectly. Callers will receive the following message: “The number you’re trying to reach is out of service. Please try again later.” if the Play new number announcements feature is set to 1111 and the Transfer on ‘0’ to this phone number feature is set to 2222. 1111 is the new number in use. If you want to be moved to the new place, you should press 0 at this time. In this scenario, dialing ‘0’ will transfer callers to the 2222 line rather than the 1111 one.
8. Choose from the following options for calls that are going out:
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- Intercept all outgoing calls. This will result in the caller hearing a message informing them that their line is not in service when the workstation attempts to make an outgoing call.
- Allow only national calls to be made outgoing This workspace is only permitted to make calls within the United States.
Calls that are intercepted are forwarded to a predetermined phone number. Any outgoing call that the workstation that is being intercepted makes is forwarded to the predetermined number.
9. To confirm the changes you’ve made, click the Save button.