Hey everyone, hope you’re having a great start to your week.
I’ve got a setup that we’re striving for which is challenging me, and I’m looking for the best strategy.
The desired outcome: That every caller gets handled by someone personally… even when calling the DID numbers.
Example: Our regional manager in Ventura, California has a DID number. When someone calls it, and she’s not available, we want to have the call diverted to the receptionist (in our Big Bear office) FIRST, rather than going straight to voicemail. This gives more personalized and enhanced service for our clients and hopefully resolves simple problems without them waiting for a return call.
So it would go like this:
Call comes in to DID number, inbound route points to their extension (324). Rings desk phone and softphone, etc.
User does not pick up after 30 seconds.
Call rings to reception or service team. They answer and take over the flow.
If no answer by reception, call should go back to the voicemail (324) for the user for the DID.
My original thought was to use a ring group for each DID. I’ve also considered using hunting in FollowMe.
The issue with the Ring Groups is how do I get it back to their voicemail if nobody picks up? And for FollowMe, how would I designate the call as coming from their DID so it can be answered properly… For instance, we’d want the receptionist to answer with “Our company, Janet’s desk, I’m sorry she’s not picked up, would you like me to page her?”
Also I’m concerned that I would be limited with hunting… For instance I have users who rarely use their desk phone and only pick up on their softphones on their mobile devices… The hunt time to their desk phone would be wasted. Though this may not be that big of an issue in the view that our goal is to enhance the experience to the caller and get them faster resolution.
I wonder if there aren’t some ideas that I’m not considering here and if any of you might have suggestions?