Departments can establish their own rules to route incoming calls to individual agents. “Loop” directs the call back to a particular department member if the call isn’t answered after all extensions or numbers are called.
Department Managers are able to monitor calls for quality and training purposes. “Whisper” allows the manager to join in on the call, but only the employee is able to hear their voice. “Barge” allows the manager to join in on the conversation to be heard by all parties.
Any department member can record calls to that department.
This allows the sub-grouping of extensions to handle incoming calls, providing multiple call handling options, call screening, and audio announcement options. Departments can be reached from the Auto-Attendant menu, by direct dedicated number or both.
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Calls can be routed to another available agent if not answered in a particular number of rings, or an overflow destination can be assigned if no agents are available. This destination can be a dedicated voicemail box, extension, call loop, or external number.