Explore features and services that are included with your new phone system.

Telephone System Best Practices

With 60+ telephone features, it can feel overwhelming when making decisions about your new telephone system. This article is designed to give you some guidance and direction. 


TABLE OF CONTENTS

We won't cover every features that we include, but we will give you a high level roadmap that you can follow.

Your Account Manager will also provide guidance and direction during your initial account setup.


Greeting Your Callers

One of the most debated decisions is wether your team will answer your calls, or will they be answered by an auto-attendant.


Auto Attendant Answering Service

In our experience, we find that customers actually like an easy to use auto-attendant that gives the option to dial extension numbers or departments without having to speak with reception.


The only cautionary tale is to ensure it's short and easy to navigate. The last thing you want it 10 options and multiple layers to your auto attendant that create unnecessary complications locking callers in purgatory.


Get some script ideas: Auto Attendant Script Samples to learn more.


Receptionist Answering Calls

If you wish to direct callers to your front desk, there are a few things to consider. The first being the levels of redundancy to ensure calls don't go unanswered. Staff go on breaks, sick days or they are simply on another call or speaking to someone visiting your office. You'll want to include at least one, if not two backup receptionists in your Ring Group for reception callers.


See how to Setup a ring group and create layers of redundancies. Callers will first be directed to your front desk, and after 10 seconds, other staff members will be included in the ring group to ensure your call are answered.


Hybrid Approach To Answering Calls

You can setup a hybrid approach that is the 'best of both worlds. Callers will be directed to reception, and if the call goes unanswered, an auto-attendant takes over. 


This gives you peace of mind that your calls are being answered, but covers you in the event that your receptionist is unable to take the call. It also gives your receptionist assurance to know that they don't have to interrupt and hold your callers when another call comes in.


This type of approach can be accomplished with a Ring Group and Auto Attendant Combination.


Timeframes & Holiday Scheduling

We recommend setting up a holiday auto attendant that is generic and can be used for any/all of the holidays. You can see our Auto Attendant Script Samples for ideas. Once you've created the holiday greeting, we suggest once a year, inputting all of the holidays that you will be closed. This will save you from last minute panic and give you peace of mind to know that your Holiday Timeframes are setup. 



Extensions Setup

Extensions are used throughout your phone system. This includes users, ring groups, call queues, and auto attendants. Although it's not required to use exact extensions (in most cases) we recommend keeping your telephone system as organized as possible. This helps in the event of an issue that requires troubleshooting.  

As mentioned, these are merely suggestions and not always possible. If your team currently uses the 800 bank for example, auto attendants can use other options.


We recommend 3 digit extensions
However, our system does supports two digit, three digit, four digit and five digit extensions when required.


User Call Routing Options

When looking at user answer rules and call forwarding options. It's important to consider the best approach for your situation. 


If you have staff who wish calls to be directed to their mobile phone, the best option is to setup Find Me Follow Me. This feature allows a users desk phone to ring, followed by their mobile phone if it goes unanswered. This cascade is a great way to ensure important calls are answered.


Call Transfer Options

There are three methods to transfer a call to someone. Here is the breakdown.


Utilizing Call Park

This places the call on-hold, and anyone in the company can then select the Park key to retrieve this caller. It's great for smaller offices where you can simply lean over and say "John, I have Sue on the line for you in Park." It also gives the person answering the call more time since the caller is on-hold. 


Check Out : How to Setup Call Park


Blind Call Transfer

This is the default mode. When transferring a call, it goes immediately to the recipient. During an active phone call, select a speed-dial key that you wish to transfer the call to (or select transfer followed by an extension number or external number) Once you've selected Dennis for instance, the call will transfer to his phone immediately. You'll see the status light beside his name blinking red which indicates ringing. Until he answers the call or it goes to voicemail, you can retrieve the call by pressing the button for Dennis again.


Warm Call Transfer

If you wish to introduce the caller before transferring: For example, "I have John Smith on the line. Would you like to take his call?" Followed by a transfer. This is called a warm transfer. You simply follow the same steps as a Blind Transfer, with one additional step at the end to connect the two callers together.  


If you wish to use warm transfer as the default on your deskphone Contact your account manager or support to setup.

 

Removing Staff Access

When an employee departs from your company, we recommend recycling the user by going to Users > Advanced > Reset User to ensure that all information and access for user is restricted.