New way to set Auto-Receptionist is out of control!!!

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  • Updated 1 year ago
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  1. Account type: US
  2. Related case number: NA
  3. Detailed description of problem: Below
  4. Goal: Put Auto-Receptionist back to how it was!
  5. Previous troubleshooting steps taken: RC Phone Support
  6. Software version: Web management console
  7. If desk-phone related, have you rebooted phone? NA
  8. Number of Users and/or Digital Lines affected: NA
Was there any testing done at all for the new way of activating Auto-Receptionist? It's so convoluted now and I can't understand why. 

My receptionist used to:
> Log in
> Click Auto-Receptionist
> Click Greeting & Company Calls
> Then enable Auto-Receptionist

Now, with this new interface:
> Log in
> Click Auto-Receptionist
> click IVR Settings
> Click Company Hours Greeting = Edit
> Select Bypass greeting to go to extension
> Click Select Extension
> Search for Extension 101
> Select Extension
> Click Done
> Click Done
> Save
Then to change back:
> Click Company Hours Greeting = Edit
> Select Play company greeting
> Save
Once you change back you have to repeat the first 11 steps to re-enable Auto-Receptionist. 

Our Receptionist has to leave his desk multiple times a day for his other duties. This cannot be what is asked of him every time he needs to activate Auto-Receptionist...!

From a RC YouTube video, this is the old interface that made activating Auto-Receptionist extremely easy:
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fatboy1271

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  • Really confused and irritated...

Posted 1 year ago

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Chris Duquette, Champion

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if the auto receptionist leave their desk under their extension you can add other users to cover his desk in call handling, or if people sit close enough to hear they can be given permission to pick up his calls via a presence key on their deskset. with no adjusting of the auto receptionist to be needed. 
(Edited)
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Chris Duquette, Champion

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if you added whoever you would like to cover his calls into his extensions call handling, he could sign into his account and turn on that extension with only a couple clicks.
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Jan Ferguson, Channel Partner, Champion

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Chris...what you're saying doesn't make any sense. Maybe you're just not explaining it correctly but first off you cannot use extensions in Call Handling. It has to be a full number.

If you are talking about adding in another person's desk phone to the receptionist's Call Handling, the receptionist would still have to perform more than one or two clicks to make it work. Like the original poster stated, they would either have to go into the IVR settings and change the default extension to go to in the Auto Receptionist -or- the receptionist would have to:

1. Log into the RC Portal
2. Go to their Call Handling & Forwarding menu option
3. Click the Active button to be either On or Off
4. Click Save
5. Log out of the RC Portal (since they would be leaving their desk)

Even if that was all done how would the "new" stand-in receptionist know whether the call was for them or a caller expecting to hear the company greeting by the receptionist? If they answered the phone as "This is John Smith...How can I help you?" as compared to "Good afternoon and thank you for calling XYZ Widgets. How can I direct your call?"...well you can imagine the implications.
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fatboy1271

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Chris, the issue with your answer is that no one is covering the phones while he is away. That's why I need Auto-Receptionist to work without going through 10+ steps. 

Jan, I will have him look at the Active switch!

Thanks for the answers,
Patrick
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Jan Ferguson, Channel Partner, Champion

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That would be fewer steps and it would need to be someone with a physical phone assigned to them. Of course you would still have the "answering issue" I described in my previous post. That could be solved with the "temporary receptionist" answering differently when they are advised they have the reception desk control.
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Chris Duquette, Champion

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yeah i was explaining more of a ring other users phones option, adding other deskphones into a "rollover" style option. this way he could send the call coming to his extension to someone else to make sure the calls were answered live like it sounded like they did now, unless the guy gets up and then it rings auto receptionist.  

not knowing how the company handles its everyday calls it was only a suggestion, if no one covers his desk, then no, my idea wouldnt help.

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