1. Workcloud Communication Extension Manager Customer Administrator Guide
  2. Extension Manager Configuration Flow
  3. Create Departments
  • Workcloud Communication Extension Manager Customer Administrator Guide
Create Departments

Create Departments

Navigate to
Extensions
Departments
to create departments for a site.
Create Department
Create Department
  • Site ID
     is a drop-down menu to select the site.
  • Department Name
     should include a meaningful name. The department name appears in the extension definition.
  • The description should provide a meaningful description of the department.
  • Voice Configuration Parameters can be used to associate a profile with the department.
  • Department type determines the behavior of the department when assigning extensions. There are 5 choices in the drop-down menu:
    • MANUAL
    • AUTO
    • PERSONAL
    • HYBRID
    • CUSTOM
  • When choosing CUSTOM as the department type, the following options appear:
    • Auto Assign Extensions check box
       When selected, the Extension Manager assigns an extension from the department's available pool.
    • Hidden department check box
      : When selected, then the resulting department is not visible to the users. When a user registers a hidden department, it must be specified as part of the Shared URI.
    • Reserved Enabled check box
      : when selected, then a URI from the Zebra Voice Client requests a dynamic extension from that department for that user, and the next available extension in the department is automatically reserved for the user. If the user has already been assigned an extension in the department, the same extension is issued and reserved for that user.
    • Threshold
      : Determines the time period a reserved extension is held for an absent reserved user. Set in minutes. The default timing is set to 60 minutes.
The department types MANUAL, AUTO, PERSONAL, and HYBRID provide most customers with the desired extension assignment behavior. These choices set the
Auto Assign
,
Hidden Department
,
Reserved Enabled
, and
Threshold
 options without requiring customers to set them manually. These department types are detailed below.
Predefined Department Types
Department Types
Department Behavior
Auto
Hidden
Reserved
Threshold
MANUAL
No
No
No
NA
  • When the client displays a list of departments to be selected from, this department is included in the list.
  • When this department is selected, the client displays the list of all extensions in this department and allows the user to select an available extension.
  • flag is ignored.
PERSONAL
NO
YES
NO
NA
  • When the client displays a list of departments to be selected from, this department is not included. To select it, it must be part of the Shared URI.
  • When this department is selected via the Shared URI, the EXM picks an extension based on the extension’s
    reserved
     field. If the user ID is present in the Shared URI, a match with the
    reserved
     field causes the extension to be picked. If the user ID is not present, the device ID is used to check for a match.
  • When the department is selected through the Shared URI, the client displays a list of all extensions in that department and allows the user to select an available extension.
AUTO
NO
YES
YES
Not set, or value other than 0
  • When the client displays a list of departments to be selected from, this department is included in the list.
  • When this department is selected from the list, the EXM automatically picks the next available extension.
HYBRID
YES
NO
NO
0
  • When the client displays a list of departments to be selected from, this department is not included. To select it, it must be part of the Shared URI.
  • When this department is selected via the Shared URI, the EXM checks if an extension’s reserved field matches the user ID (if present) or device ID (if the user ID is not present). If so, the extension is chosen.
  • If there is no match, an available non-reserved extension is chosen. Reserved extensions are not made available for assignment to other users/devices.
The following department settings can be used with the CUSTOM department type and achieved other behavior than the MANUAL, AUTO, PERSONAL, and HYBRID department types mentioned above.
Custom Department Settings and Behavior
#
Auto
Hidden
Reserved
Threshold
1
NO
YES
NO
NA
  • When the client displays a list of departments to be selected from, this department is not included. To select it, it must be part of the Shared URI.
  • When the department is selected through the Shared URI, the client displays a list of all extensions in that department and allows the user to select an available extension.
2
YES
YES
YES
  • When the client displays a list of departments to be selected from, this department is not included. The department must be part of Shared URI to be selected.
  • When this department is selected from the list, the EXM picks an extension based on its
    reserved
     field and User ID. If an extension’s
    reserved
     field matches the existing User ID or matches the Device ID (if the User ID is not found), the extension is chosen.
  • If a match is not found in any extension's
    reserved
     field, an available extension is selected, and the user ID is saved in the extension's reserved field.
  • If a match is not found in any extension's
    reserved
     field, an available extension is selected, and the user ID is saved in the extension's reserved field.
  • If a reserved extension is not used in a week, it may be assigned to another user when no other extensions are available.
3
YES
YES
NO
  • When the client displays a list of departments to be selected from, this department is not included. To select it, it must be part of the Shared URI.
  • When the department is selected through the Shared URI, the EXM automatically picks the next available extension.
4
YES
NO
YES
  • When the client displays a list of departments to be selected from, this department is included in the list.
  • When this department is selected from the list, the EXM picks an extension based on the extension's reserved field and User ID. If an extension’s reserved field matches the existing User ID or matches the Device ID (if User ID is not found), the extension is chosen.
  • When this department is selected from the list, the EXM picks an extension based on the extension's reserved field and user ID.
  • If the reserved field is not set for a user, any available extension is selected, and the user ID is saved in the reserved field.
5
NO
NO
YES
This combination of settings should not be used. It results in the same behavior as mentioned in #1 above (NO / NO / NO).