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Answer The Phone, What Are You Afraid Of?

Dave Haggblad - Tuesday, December 17, 2013 |

Image of a phone ringing Not everyone likes the idea of using an auto-attendant. That is one thing I have learnt over the years. As much as business owners love the idea of being there for the clients and have all their calls attended, they would rather not have a machine answer the calls.

Well, that is perfectly understandable given the fact that not everyone likes talking to a machine. But on the other hand, an auto-attendant will be there to take the call on your behalf and place it on hold when you or your receptionist cannot take the call at any given time. If you are among those who do not like auto-attendants, here are a few ways you can use the feature without being too dependent on it.

Auto-Attendant as Backup

When you want your staff to have the first chance of answering client calls, set the auto-attendant so that it takes the call after 4-5 rings. That way, if your receptionist is busy or on another call, the auto-attendant will pitch in and hold the call or transfer it to the desired extension. The rest of the time, your receptionist or any other member of the staff can answer all the calls as you desire. To minimize the number of calls that your auto-attendant answers, you need to make sure that there are enough number of people to take overflow calls.

Distribute Calls Uniformly

When you have only one person manning the phones, answering every call that is made to your number can be difficult. And without the auto-attendant, the line would be busy each time your receptionist is on a call, which means the caller will be turned away until the previous call has ended. To avoid that, make sure you activate the UCD (Uniform Call Distributor) feature of the Samsung OfficeServ business phone system. This unique feature allows for uniform distribution of calls to the available extensions, thereby ensuring that the client is not turned away or put on hold. You might also want to consider Direct Lines, allowing calls to go directly to their intended extension rather then having to be routed by the receptionist.

Answering the Calls - Even on Weekends

Even if you don't use the auto-attendant during the week, you can turn it on to take messages from your clients during lunch, on the weekends, or after hours during working days. What's better, you can set the business telephone system to route calls to you or any other member of the staff in case of an emergency call by a customer. That way, your client's will know that they can always reach you should they need your assistance.

If you wish to discuss any other auto-attendant settings on your business phone system, please contact us.


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