Setup receptionist line

[VictorC]

Hi Guys, I'm setting up a new system and looking to keep the way the old system works now, or close at least. As of now there is one receptionist and she answers all calls. So setup a group (receptionist) and she is the only ext in there. All calls are routed to her. The phone is set to take more than one call.

Would you guys do this different?


Thanks

 

[mariosM_3CX]

Hello @VictorC

It depends on what you want to do when the receptionist is busy. if you want all calls answered by the receptionist, then you may want to use a Queue and have callers waiting in line. When using a Ring Group if the agent is busy the call will go to the destination if no answer of the Ring Group.

 

[Saqqara]

As above, I would use a queue https://www.3cx.com/docs/manual/call-center-queues/

Have a play with ring groups and queues and see what works for you.

There is no wrong or right solution (queue or ring queue), all depends on what fits your company requirements.

Note : If using queues, just remember to log the phone into queue

 

[VictorC]

Thanks guys, I was talking with the client about a "Q" and they said no as they always want a live person to answer.

 

[jimbo59]

A queue can be setup without auto attendant. It's just a waiting place.

 

[VictorC]

Yes true, but is the phone still not answered by the 3CX system with a prompt?

A queue can be setup without auto attendant. It's just a waiting place.

 

[jimbo59]

It's answered with music on hold which you can change to a ring usprogresstone.wav file per queue. It then mimics a ring.

 

[VictorC]

That's interesting, I'll have to look at that and see if that will match what the customer wants. Thanks for the help!

It's answered with music on hold which you can change to a ring usprogresstone.wav file per queue. It then mimics a ring.