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hernandez avatar image
hernandez asked ·

Call Handling: How to route calls when the receptionist steps away from her desk.

We have a receptionist. During business hours, our main line forwards to the receptionist to answer. After hours, the auto attendant allows for callers to enter the extension.

When the receptionist is away from her desk, callers get forwarded to her voicemail rather than the auto attendant since it is normal business hours. How can she easily set the auto attendant on during business hours to allow callers to choose their extension? Sort of an as an away setting? etc.

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danno avatar image
danno answered ·
The only suggestion I have would be to create a Call Queue group for the main number, making the receptionist the only member, and mimicking the auto attendant via the Queue recordings. 
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kim avatar image
kim answered ·
When she's away does she want the calls to fwd and  not go to her voicemail? If so you have a few options. 

1) add the forwarded ext to her call flow so that the call will roll over if she doesn't pick up after x amount of time. Also see message recipient for were you want voicemails to go when they do occur. 

2) Set up the call Queue as Danno suggested and add the 2nd ext to roll over when she doesn't pick up...but note that if she's on the other line the Call Queue will see that she is "busy" with another call and then roll over to the next member automatically. 

3) Setup presence on her phone and allow another user to pick up her line. 

Also, regarding giving the caller the option to choose their ext, you can put the same auto attendant recording in the receptionist's voice mail during business hours or add it to the queue if you decide to make one.
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Currently our set up is the auto attendant afterhours in which callers can choose an extension.

During business hours the calls automatically go to her extension to be answered and she will transfer to other extensions as needed.

Her extension also has a direct number as it is an actual phone. All other extensions are transferred to personal cell phones etc.

So, there is not any extension we'd want to roll the calls to. But rather to the actual auto attendant to have them choose an extension.

Can a caller choose the auto attendant by pressing (#) then being able to pick the extension from her voicemail?

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You cannot have calls routed calls to the auto-attendant after they have already been forwarded to an ext.  Your best option is to put the same auto attendant recording in the receptionist's voicemail.
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