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.
This window allows you to set up a department and assign team members to it.
Button | Description |
|---|---|
| Name | Enter the department name, such as Sales. |
Extension | Enter the department’s internal extension. Callers and internal users can dial this number to reach the entire team. |
Parent Department | Select a parent department if this department should appear as a sub-department. Leave None (main department) selected to keep it at the top level. |
Spoken names on the phone (per language) | Optionally enter the department name in French (FR), English (EN), and Spanish (ES). The appropriate name is announced to callers according to their selected language. If a field is left blank, the main department name is used. |
Team Members | Select the employees who belong to the department by checking the box beside their names. |
Click Save to apply the changes or Cancel to discard them. Close exits the department window.
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.
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