Create Departments in GEM-PHONE

GEM-PHONE allows users to quickly configure and manage phone communications directly within the system. Departments can be configured to route incoming calls to specific teams and provide customized automated greetings. 

To ensure the greeting message informs clients that there are different departments to which the call can be transferred directly, click the phone icon and select the Departments tab. Then, click +New Department.

Next, assign a name and extension number, then add the users who will receive the call to the new department. Click Save.

Once the department is fully configured, the following options will be available:

• Phone icon: Call the department directly;

• Pencil icon: Edit department information (name, extension, and users);

• Trash can: Delete the department.

For example, during the call, the message will be as follows: “Press 1 for the sales department, 2 for the support department, or please hold until an agent is available.”

Notes

1. Calls routed to a department ring simultaneously for all users associated with that department and continue to ring until one of them answers. The call will only be visible to the selected users in each department.

2. After creating another department, the user must update the greeting message in the Configurations tab.