Assistant Call Pickup Issues - Need Enhancement

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  • Updated 9 months ago
We need an Enhancement for Assistants to better manage and answer a Managers calls.

We used the "Presence" functionality between a Manager and Assistants phone, using the option to "Ring my phone when any user I am monitoring rings" along with the function to enable a pickup of a monitored line on hold. This works in most cases, however this feature-set causes a bit of confusion when an Assistant transfers the call to the Manager (or calls them directly) whereby it rings back on the assistant's phone because of the monitor/ring configuration. 

-Related to this "Presence" configuration, there needs to be an enhancement that allows for cases where the Assistant's phone does not ring or is excluded from always ringing when the Manager's line is called, such as this stated above.

We have worked around the issue by having the calls to the Manager routed (using the Manager's "Call Handling & Forwarding" settings) to ring simultaneously on the Manager and Assistant's phone. This gets around the ring back issue on the Assistant's phone, but now presents a separate issue where the Assistant can not determine if calls ringing their phone are intended for the Manager or their own extension. (This is fine if the Manager wants the assistant to manage all their calls, but is a problem if the Assistant is just a backup to answer in the case that the Manager is unavailable.) 

-This solution would work great if an indication was available for the Assistant's phone, to show as it does with the presence function (as a separate line) or with a some kind of flag or caller ID type identification that indicates the caller is dialing the manager's extension.

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Justin Cook

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Posted 9 months ago

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