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What is best for Receptionist - shared line; call queue; delegation; other?

Forum|Forum|2 months ago
April 20, 2026
4 replies
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TinaTurke
The First Step

Our receptionst will be out for an extended period and so we need our main phone number, which obviously goes to her extension, to ring to 4 other users so whoever is available to answer, can. We have several IVR menus set up so whatever we do it needs to start on her extension. I hope this makes sense! I’m not familiar with the difference between a queue or shared line or delegations to know what’s best to fit our situation.

Best answer by TinaTurke

Hi! I created a Call Queue and added my 4 users to it. The Call Queue is assigned a phone extension.

We have a few IVR Menus set up for what happens when calls are received during Business Hours, Lunch, Holidays, etc.

I went into our Business Hours IVR as that’s the only time I needed the calls forwarded (it’s set up as “press 1 for receptionist, press 2 for name directory...” etc.). I then went into the Key Presses menu and changed the extension for press 1 to go to the new Call Queue extension instead of our receptionist’s extension. Super easy!!

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TinaTurke
Author
The First Step
Forum|Forum|2 months ago
April 20, 2026

I found the answer to my question, and can’t see of a way to delete this so you all can ignore my question. Thank you anyway!

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Mary-Community_Moderator
Community Manager
Forum|Forum|2 months ago
April 21, 2026

I found the answer to my question, and can’t see of a way to delete this so you all can ignore my question. Thank you anyway!

@TinaTurke, glad to hear you found the answer! No need to delete your question. Would you mind sharing what did you choose instead? That would be great and could really help others too 😊

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T

TinaTurke
Author
The First Step
Answer
Forum|Forum|11 days ago
June 11, 2026

Hi! I created a Call Queue and added my 4 users to it. The Call Queue is assigned a phone extension.

We have a few IVR Menus set up for what happens when calls are received during Business Hours, Lunch, Holidays, etc.

I went into our Business Hours IVR as that’s the only time I needed the calls forwarded (it’s set up as “press 1 for receptionist, press 2 for name directory...” etc.). I then went into the Key Presses menu and changed the extension for press 1 to go to the new Call Queue extension instead of our receptionist’s extension. Super easy!!