You can use Receptionist in a number of different operational scenarios. Additional services must be assigned and configured to support these scenarios. This page describes common operational scenarios and recommended configurations.
After Hours
Description: Allows operators to automate switching from day/night mode and also configure options such as Call Forwarding and Voice Mail after business hours.
Solution: Use the day/night mode in the Options tab to select night mode options. Receptionist automatically handles context switching between day and night operational modes during login/logoff.
High Traffic
Description: More than one attendant console managing multiple dedicated main-line numbers.
Solution: For each main-line dedicated number, configure a hunt group consisting of all Receptionist users (or operator numbers). This allows incoming calls to be directed to the next available receptionist in high volume overflow situations.
Hot-Desk (Hoteling)
Description: Allows multiple part-time operators to share a single logon in sequence when they change shifts. (Note that licensing does not support simultaneous logons.)
Solution: Operators can use the same login credentials to log in from single or geographically disbursed locations according to a set schedule. Concurrent logons simply logoff current sessions.
Low Traffic
Description: Single receptionist answering one or more dedicated mainline numbers.
Solution: Configure all dedicated main-line numbers to Call Forward All to the Receptionist user (or operator numbers). Additionally, to cover an overflow situation, you may set up Call Forward Busy and Call Forward No Answer to redirect calls to an alternate destination.
Multi-Tenanted or Executive Offices
Description: One or more operators answering calls on behalf of different organizations. Typically, there is a dedicated main-line number for each organization, and the operator greets the caller based on the number.
Solution: Create a main-line Direct Inward Dial (DID) for each organization. Set each line to use the Call Forward Always service, redirecting the mainline DID to the number set for the Receptionist user (or operator numbers). The Call To field now displays each organization’s mainline number for inbound calls.
Network Attendant Console
Description: Geographically dispersed operators supporting each other in an enterprise configuration. Calls that cannot be handled at one location for any reason are answered at the other.
Solution: Use a combination of the Hunt Group, Call Forwarding Busy, and Call Forwarding No Answer services to either handle overflow or simply redirect calls from one Receptionist user (or operator numbers) to another.
Queued Receptionist (Agent) Pool
Description: Alternative high-traffic solution that allows maximum flexibility by integrating fully with Call Center service.
Solution: Use a combination of Auto Attendant and Call Center(s), to “front end” traffic to a Receptionist pool acting as agents for inbound traffic distribution. Additional services may be assigned to the call center to handle overflow such as Voice Messaging User.
Optional Voice Mail User
Description: Operator has the added ability to transfer calls to voice mail, for contacts in a group/enterprise that are busy or unavailable.
Solution: The Voice Messaging User service must be set and assigned for any user in a group so the Voice Mail Call option is enabled in Receptionist.