Forum Discussion
Call Queues and Auto attendants
Hi, I have a few different posts but wanted to create a new one for this. We are trying to figure out if we need to use call queues and auto attendants for what we need.
Basically, our main office# is tied to a user account with a phone system license, and we are trying to set it up so that when someone calls our main #, and reception doesn't pick it up, it forwards to a call group after 10 seconds, and then if no one picks up, then go to voicemail. I see no way to do this in the user's desktop client. I do see a way to ring call group and reception at the SAME TIME and then go to voicemail, but that doesn't work as the users in the call group obviously get annoyed getting all of reception's calls.
Secondly, calls going to the reception line are also going to the call group after hours on their mobile phones since they are logged into Teams there as well, another annoyance. I think there are ways to mute this in some way in the mobile Teams client but its such a pain.
Few considerations:
Reception HAS to be able to pick up calls when it rings...the outside caller should not need to press 1 for Sales, 2 for IT, or 0 for operator or anything; calls should go directly to reception.
We would like the business hours for the call group etc. to be between 7am-7pm EST, and then all calls outside these hours go directly to a voicemail (reception or otherwise but should be an email as well if possible).
How do we handle this? Thanks.
You can set the reception account like this:
It will ring on the reception phone for 10 seconds and if unanswered it will ring on the Call group.
For the second problem I would recommend you setup a Call Queue with opening hours for the main number instead.
Thanks, but with that option there is no way to leave a voicemail if the call group doesn't pick up.
Can I do call queues even with call groups? Would it forward directly to VM after-hours?
With call groups it will go to Voicemail after ~20 seconds.
But the best option for you is to setup a Call Queue with the reception account as an agent, set opening hours and set time out to another call queue that your other users are agents in. That will be the easiest for end users and easiest to manage.
