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mark12345678 avatar image
mark12345678 asked ·

Call Handling: How do I direct calls from the Main Number to a group of users?

We just got on RC and have 3 "lines".  During business hours we always want our staff to answer the phone so we have a live person answering the phone.  If after 4 rings the phone does not get answered by our staff (we have 3 physical phone desk units and want them to all ring at the same time) we would like the RC system to offer the caller the option to stay on the line or press a number to go leave a voicemail.  Can someone explain how we can do this?  Thx!
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danno147 avatar image
danno147 answered ·
Sounds like the IVR option would meet your needs.
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kim answered ·
If you are a new customer, please direct these questions to your Implementations Adviser
I recommend setting up a Call Queue and a Message-Only Ext. 


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mark12345678 answered ·
Is there a way to NOT have the auto attendant but allow one of our staff to answer the phone
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natasha-nayberg answered ·
Mark, are those 4 devices you mentioned assigned to users? Or is it a shared line? 
If it's assigned to users, I'd try this:
1. create a new Call Queue extension (see video posted by Kim). In the Call Queue Info click on Call Queue Members and select those 4 people to become queue members).
2. In the Call Handling section of this Call Queue select the "Simultaneous" under the "Decide how calls get transferred to group members"
3. Under Messages and Notifications record the desired Voicemail Greeting.

Now to the skipping Company Greeting part:
1. Select Auto-Receptionist and make sure you're on a single-level.
2. Click Company Call Handling, in the right pane select Connect Directly to Extension and from the list that open below select your newly created Call Queue extension.

That should do the trick. 
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Dustin Showers avatar image
Dustin Showers answered ·
just a thought.  if you're currently using a call queue, you can use a "interrupt" message and say something like.. ."we'll be with you soon, at anytime press 1 and you can leave us a message"

then setup a message only extension with extension 1.  you can set that interrupt to interject at like 15 seconds.  which SHOULD be about 4 rings.

or you can just set the ring time of the call queue to 15 seconds as well.
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mark12345678 avatar image
mark12345678 answered ·
Thanks everyone,

We have purchased 3 "lines" or "users"....not sure what they actually refer to them as.  But, we have 3 actual hand sets, physical VOIP desk phones, and we have 3 staff, live people.  

We currently set up or named the "Users" to be a department or location in our office.  IE "Front Desk", "Nursing department" and "Records department."

We want our phones to bypass the Auto Attendant during business hours.  (We know how to do that)  We would like all phones to ring simultaneously for no more that 4-5 rings, then give the option to stay on the line or go to voice mail.  

We would also like to be able to have any staff member pick up the call from any phone and place the caller on hold and the staff be able to see which line is on hold and be able to go back and pick up the call from one of the phones.

So I am not sure if a call queue is what we want or a shared Extension group or..???

All your help has been appreciated and slowly I think we are figuring it out I just need a little more input.

Thx

Mark
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Dustin Showers avatar image
Dustin Showers answered ·
Mark, 

I recommend creating a call queue, add all three lines to this.  in call handling, set it for simultaneous ringing...  i recommend adding an interruption message after 15 seconds that states to leave a message press 1, otherwise stay on the line and someone will assist you shortly.

setup a message only extension (1) so that during the wait time they can press 1 and be forwarded to that extension.  you can set those voicemail's to stay virtual or forward to one of the physical phones.

depending which model of phone you have, the presence feature is amazing!  you need to be sure you enable permissions for each user to see each users presence.  and enable each phone to pick up calls on hold.

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Mark,  Please see the video on Call Queue above for details on how to set this up. Also, if you are a new customer, have you attended Implementations?  They will help you set up the account step-by-step for your business needs.
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