Receptionist Coverage

[gbwall63]

I have an IPO configured so that outside calls that are unanswered by the receptionist are directed to an alternate receptionist group.

This call flow works great except the members of the alternate receptionist group cannot tell that the call is an outside call that was not answered by the receptionist.

Can someone suggest a solution or better approach?

 

[kholladay]

How are your calls overflowing? Do you have a primary reception group that contains the receptionist user that overflows to a backup reception group?

Kyle Holladay
Certified: ACACN, ACSCI, ACSCM, TIA-CTP
"If it worked the way it should you wouldn't need me

 

[gbwall63]

Kyle,

I have a primary reception group (Reception A) and an alternate reception group (Reception B). The Reception A group is set to overflow to Reception B. The call flow works OK. The main problem with this approach is that the members of the Reception B group cannot tell the difference between calls that were transferred to them by the receptionist and calls that overflowed to them because the receptionist was busy. They want to answer the tranferred calls with just their name and the overflowed calls with the company name.

How can I indicate that the inbound call was overflowed?

 

[jconrad0305]

you could use vm pro assisted transfer. But i don't think there is a way to have the display say anthing else except for using the assited transfer with call tagging.

 

[kholladay]

Calls transferred by "Receptionist" to "UserA" should display something similar to:

Receptionist>UserA

Calls that overflow from "Reception" to "RecptOverflow" would display:
CLI>RecptOverflow or perhaps Reception>RecptOverlow (I believe the former)

Is this not what you are getting? Please forgive I would normally have tested this in-lab before responding but I am on vacation at the moment.

Kyle Holladay
Certified: ACACN, ACSCI, ACSCM, TIA-CTP
"If it worked the way it should you wouldn't need me