Company Call Handling: Customer service line that needs to get priority over all callers.

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We have a line in our system that if dialed by an outside caller needs be answered by a specific person and needs to have priority over all calls even if that person is already engaged in another conversation.  Is this possible in RC?
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John Wilson

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Posted 2 years ago

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Danno, Champion

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Yes, through Advanced Rules in Call handling section.
(Edited)
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John Wilson

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Quick clarification, we are in the process of moving all of our phone systems over to RC.  We have completed some of our satellite offices but not the main.  The main office is still running a Samsung DCS PBX. 

So, I understand using Advanced Rules.  The question I need to answer is how best to notify the person that needs to answer the call.  Our Samsung system rings to the second line on that person's phone.  Is there a way to do that on RC (we're using Polycom IP335 Desktops)
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Jan Ferguson, Channel Partner, Champion

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It's certainly possible if two lines are assigned to their phone. If Line 1 is xxx-xxx-0001 and Line 2 is xxx-xxx-0002, just assign the Line 2 extension in the Advanced Calling Rule.
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Rob Benn-Frenette, Champion

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It's not technically but here is what I did for it.  We set up a soft phone for an emergency line.  And then set up presence and then we see when a call comes in that needs to be answered via that line
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John Wilson

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Thanks,  I think between your suggestion and Jan Ferguson, I have a direction I can go.

JW
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Rob Benn-Frenette, Champion

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If you need help, I can give you my email address.  As for a Soft phone, I just used a open-sourced one