One extension that multiple users can access without logging in separately

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mark-scarola asked · Sep 25, 2017 at 02:42 AM

One extension that multiple users can access without logging in separately

Is there a way to allow multiple users to access the operator extension without having to logout of their own account and into the operator account?

I set up a "Next agent available" extension where it rings multiple users at the same time so that it's more likely to be answered. Of course this can only be done with three users. Also when it's not answered anybody in the company should be able to retrieve those messages. The problem is that nobody knows they're coming in. I could have them forwarded to one person, but am looking for a way for ALL users to be able to access those messages so that whoever's available can return calls.

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Answer 1 · 2017-09-25T15:44:53Z

saadet.swift answered · Sep 25, 2017 at 03:44 PM

Hey Mark,

At this time users do have to logout of an extension before accessing a new one.

Now, regarding there being a way to have all users access messages. Are you referring to voicemails left on an extension? If so, you can set it up so that people will get an email once a voicemail, missed call, SMS, etc. is left on that extension. How many people are you looking to have access to the voicemails?

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Answer 2 · 2017-09-25T20:24:15Z

mark-scarola answered · Sep 25, 2017 at 08:24 PM

Hi Saadet and that you for your response. I recently discovered the call queue and so I replaced the traditional extension that I just so happened to call "next available agent" with the queue and tied that to the operator extension. Now we can get calls directed to multiple users at the same time.

What I'm still trying to accomplish is having a way for all of the users to access (3 users for now) the messages left if nobody picks up and to know when a call has been returned so that we don't all call the same person back. I put in an email address, but there was only space for one.

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saadet.swift · Sep 25, 2017 at 08:42 PM

Hey Mark,

Thanks for the details. So what many customers do in this situation, and what I always suggest, is that you create a shared email address for that call queue that all the members have access to. This way people can mark read/unread, flag, and categorize emails that come into that inbox :)

Now, for future reference, you can add multiple email addresses to that email notification field. There is a character limit but I'm not sure the exact number. Depending upon the length, I've seen up to 10 email addresses in that field. You will separate them with a semi-colon ; just like you would when adding multiple recipients in an email.

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mark-scarola · Sep 25, 2017 at 11:38 PM

Yeah, I thought about using a shared email, but thought there might be an already designed option. The semicolon tip though is a good one. I would've never thought to try that. Thanks for the help!

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saadet.swift · Sep 26, 2017 at 01:40 PM

You're very welcome, Mark :)

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