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Call Groups and non-personal settings
- Wesley Wilson
These numbers are usually department or special purpose numbers.
CALL GROUPS
Call Groups are extensions that have no phone. Think of them as virtual phones. Instead of ringing on a dedicated line they are redirected to the extensions of the members of the Call Group. If no member is available, then the caller is directed to the Call Groups voicemail.
Since Call Groups have no voicemail indicators, we will be sending the messages to your departments email address.
VOICE GREETING SETUP
We will need someone in your department to setup the voice greetings for your non-standard number. We will need two greetings recorded as soon as possible. A department name greeting (e.g Financial Aid Office) and a voice mail message. Please review the department greeting script at this link, https://clarkssummitu.atlassian.net/wiki/x/B4CIe .
For directions on setting up the voicemail greetings refer to this article on Greeting Setup.
RECOGNIZING CALL GROUP CALLS
Incoming Call Group calls will by default give you two indicators of the purpose of the call. The first will be a text displayed on your desktop. It will usually tell you the number dial and sometimes a brief text hint as to the intended destination (e.g. AdmOnline*9605). The second indicator will be after you pick up the call. It will be a recording from me. Once the recording is done. Take a breath and greet your caller. This brief pause is needed so that the caller hears your first word. Give it a try call. Have a co-worker call the number to see what happens.
The voice prompt can be removed if it is not needed or distracting.
Additional Call Group information can be found from the Vonage Learning Center or our growing list of Answers at the CSU documentation site. The CSU site contains information on how to access your Call Group via any phone. This would be helpful in recording your own greetings or to switch to a holiday/out of office greeting. Here are links to these sites directly.
https://clarkssummitu.atlassian.net/wiki/x/AYB6fQ
https://businesssupport.vonage.com/articles/answer/Call-Groups-1117
Other options
Vonage also offers two other ways to manage incoming calls: Call Queues and Virtual Receptionists. Go ahead and research them here, https://businesssupport.vonage.com/center?topic=Features_Settings .