Currently, the caller encounters an automated answering program. We would rather answer the phone live. Is that possible? Also, the phone currently only rings to my desk, which really ties me down! Every time I leave my desk, I have to remember to put the phone on DND, and then it rings at the next coworker's desk. But if SHE is away from her desk or on the phone, that's inconvenient. At times, the caller is transferred to 3 or 4 lines and it just rings and rings until FINALLY the call gets to a desk where there is an actual person.
Also, with our old phone system, we were able to have the phone ring at all five desks of the five people who answer the phones.
Basically, we want to be able to be a live voice when people call (no automation unless we are CLOSED) and we want the ability to ring at five desks at the same time so that whoever is available can pick up the phone. Please let me know if this is possible and if it is, how we can achieve it.
Thank you!
Also, with our old phone system, we were able to have the phone ring at all five desks of the five people who answer the phones.
Basically, we want to be able to be a live voice when people call (no automation unless we are CLOSED) and we want the ability to ring at five desks at the same time so that whoever is available can pick up the phone. Please let me know if this is possible and if it is, how we can achieve it.
Thank you!
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176 Points
Posted 8 months ago
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100 Points
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176 Points
Lee, Champion
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3,178 Points
It sounds like you have a connecting message turned on. You can uncheck the box for that under Screening, Greeting and Hold Music. To have all of you extensions ring simultaneously you can set up a custom answering rule that forwards calls to a single extension. then you can use Call Handling and forwarding for that extension 
to forward to other users phones. Just create a ring group or have the incoming calls forward simultaneiously.
to forward to other users phones. Just create a ring group or have the incoming calls forward simultaneiously. -
176 Points
Lee, Champion
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3,178 Points
Rob LaRose, Champion
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2,182 Points
Hi Kim,
Is this a new deployment? Basic call flow design should be implemented with your deployment team.
As earlier said, you may want a Call Queue or a Ring Group -- they work slightly differently.
You definitely can have inbound calls ring direct to a phone/group/queue -- are you currently going to an IVR/Auto-Attendant, or are you hearing a "please hold while your call is being connected" message?
Is this a new deployment? Basic call flow design should be implemented with your deployment team.
As earlier said, you may want a Call Queue or a Ring Group -- they work slightly differently.
You definitely can have inbound calls ring direct to a phone/group/queue -- are you currently going to an IVR/Auto-Attendant, or are you hearing a "please hold while your call is being connected" message?
Rob LaRose, Champion
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2,182 Points
Kim - if you're the appropriate phone system administrator, you should contact your RC rep about fixing your account permissions or identifying the account(s) that have full access.
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176 Points
Already have, no change. We just want to be able to pick up the phone during business hours so that callers get a LIVE PERSON and not a confusing, meandering message that confuses them. I really don't understand why that doesn't seem to be a possibility.
Saadet - Community Support, Official Rep
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55,616 Points
Hi Kim, has your company considered using Single-Level IVR instead of Multi-Level? Might fit your needs better
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176 Points
I'll have to look into that. If we use single level IVR does that mean we can just answer the phone when we are open?
Saadet - Community Support, Official Rep
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55,616 Points
Correct, you can set it so that it bypasses any Company Greeting and instead goes straight to an extension
Kim Cruson