How to setup a call flow and voicemail when employees rotate between offices and workstations?

  • 0
  • 2
  • Question
  • Updated 3 years ago
  • Acknowledged
  • (Edited)

I have a US account and I run an urgent care. I am grappling with how to effectively setup call queue and voicemail.

Here's how my business is currently setup: I have 3 locations, each location has 2-3 receptionists answering calls and checking patients in. My receptionists rotate between offices based on availability and need; they do not have a single workstation just for themselves. For that reason, when I setup their accounts, I made a single email and activated each one myself. I set up an IVR which routes certain calls to the receptionist call queue and voicemails are left at the call queue extension voicemail. I can only route voicemails left there to a single other extension.

Basically, my question boils down to this: how can I give all receptionists at a given location access to a sort-of "group" voicemail so that they call answer voicemails together as a team? It can't be user specific because I don't want only one receptionists to have to deal with all of the voicemails. And if I have them log in to the call queue extension to check voicemail, they won't have access to fax (I think?) unless they log out and log in to the desk phone assigned extension login.

I have a similar issue with my medical billers, of which I have four. Their schedules are variable. My IVR sends billing calls to their call queue, similar as the receptionists. Again, that can only send voicemails to one other extension. I want them to work on voicemail as a team and also, what if someone is on vacation or not available. I can't have only one person responsible on voicemail.
Photo of Wethak Ansari

Wethak Ansari

  • 136 Points 100 badge 2x thumb
  • stuck

Posted 3 years ago

  • 0
  • 2
Photo of John Walker

John Walker

  • 376 Points 250 badge 2x thumb
I've ran into a similar issue. My solution was to make the Call Queue email account be a group email list. Then, when a voicemail was received, a notification email would go to the group email list and it would send the notification with attachment to everyone in that group email.
Photo of RC-Installer

RC-Installer, Champion

  • 27,894 Points 20k badge 2x thumb
Hi Wethak, assuming you do not use the voice mail to E-Mail because of HIPPA correct?  Assuming that and yes you are correct when logged in as the call queue, the fax out option is not available.

Could you use the E-mail to Fax or would that break the rules of HIPPA also?

No HIPPA Expert here....

So now that you could just have users login in to the call queue, is how to Fax the main question?

Certified Ring Central Consultant
Photo of Wethak Ansari

Wethak Ansari

  • 136 Points 100 badge 2x thumb
Yes that is correct.

I'm not familiar with how  E-mail to Fax handles the contents of the email, so I'm not sure either.

That and I should also add, there are fewer features in the desktop app when you login as call queue extension. For example, there is no RingOut, which is just absolutely essential in our work environment.

The comment by Eric Godfrey in this thread expresses my sentiment perfectly. Not sure if should just submit a feature request, or if they're already working towards a solution.