Toggle who a digital receptionist forwards calls to

[Rich T]

Hi,

I want someone calling the digital receptionist to be able to make a selection and be put through to an on-call representative. The representative will change every couple of days, so ideally I would like to be able to easily toggle between who the on-call rep is.

As an example:
Monday, a call comes through to the DR and selects the appropriate option. They are forwarded on to representative A as they are on call that day.
Tuesday, another call comes in. Same sequence takes place, but this time they are forwarded on to rep B, who is now on call.

At present, it would only need to toggle between two people, but if there is a practical way to support more, I would be interested.

Could this be done with BLF or via (a seperate) DR?

Any pointers in the right direction would be appreciated...

Thanks,

Rich

 

[nub]

Call Queues.

 

[leejor]

The DR selection could go to an extension, then from there be forwarded to the desired number. The extension forwarding options could be modified as needed.

 

[JohnS_3CX]

Hi Rich,

What you describe is solved by call queues or ring groups.

In queues, the rep that is on duty logs in, and the one that isn't logs out.

In ring groups, they are both always available but the one off duty could set DND so they won't ring.

 

[Rich T]

Thanks, this gives me a couple of options to look into.

For call queues, is there an easy way for a user to see (from their phone) if they are signed into the queue or not? I know you can see it in the webclient, but these users are unlikely to be using the webclient and so having an on-phone indicator would be nice. People in question are looking to use Fanvil X5S's, if that is relevant.

 

[JohnS_3CX]

Hi,

There is no indicator but you can assign BLFs for log in and log out of queues easily.

You may also use hot desking if you license is Pro, whereby a non logged in phone shows a different name so you can easily know if you are logged in or not into your extension.