A team is available on weekdays from 08:00 to 10:00 and 14:00 to 17:00 daily.
Outside of business hours, a caller is to be transferred to an Auto Attendant, who is to play a break announcement during the generous lunch break and allow the caller to use buttons to reach other departments or individuals. If the caller calls before 08:00 or after 17:00, the Auto Attendant shall inform the caller of business hours.
No caller shall be lost within business hours. If every TeamDesk member is busy, the connection shall be initiated after two minutes, otherwise the caller shall be connected after five minutes. Attempts should first be made to connect the caller to a switchboard. If this fails, the caller should be connected to a second TeamDesk hotline that can step in in an emergency.
Configuration of the TeamDesk
For the general configuration of a TeamDesk, please refer to this article: How do I create a TeamDesk?
Let's start with creating a hotline as well as configuring the business hours:
Several time ranges can be configured per day.
To fulfill the request for forwarding after waiting time in the queue, the thresholds are set as follows:
For the last item in TeamDesk, we configure the heart of the V8 SR1 innovation, the forwarding destinations:
A small note about the destination options:
A transfer attempt consists of transferring the caller to a device (telephone, cell phone). Transfer attempts can be made multiple times, so it is possible to configure multiple transfer destinations in descending order.
A drop is a final destination and therefore can only be the last destination in this list of transfer destinations and can only occur once.
Configuration of the Auto Attendant
First we create an Auto Attendant which checks the time and day. This is necessary to detect the lunch time.
Tip: Create the announcement first (one screenshot further), and then come back to the creation of the Auto Attendant.
If the Auto Attendant detects that the call was not received at lunchtime, it plays the announcement for "Out of office hours".
However, if the caller lands in the greeting for the lunch break, he can be transferred there by pressing a button. To do this, the greeting must be configured as follows:
In this announcement, various actions can now be configured when a key is pressed, such as transferring the call to a user-defined number.
Finally, here is a simple diagram of how the call routing now looks simplified:
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