Welcome to this guide on the Incoming Call Settings feature in Empress, tailored for our business users. This feature is designed to help you manage and customize your telephony interactions, ensuring a professional and efficient communication experience with your clients and stakeholders.
What is the Incoming Call Settings Feature?
As the name suggests, this feature allows you to control the settings for all incoming calls to your business. Allowing you to route calls effectively, set up custom greeting messages, and even specify call handling schedules, this feature plays a crucial role in managing your business’s telephony interactions.
Key Functions & Benefits
Using the Incoming Call Settings feature, you can:
- Set Call Routing: Decide how calls are routed to your team. Options include Sequential or Simultaneous routing.
- Customize Messages: Create a personalized greeting message, agent busy message, and agent unavailable message.
- Schedule Call Handling: Set a specific schedule for handling incoming calls.
How to Use the Incoming Call Settings Feature
To navigate to this feature, follow these steps:
- Log into your Empress account.
- Navigate to the ‘Telephony’ module.
- Click on ‘Incoming Call Settings’.
Here’s how you can use each component of this feature:
- Call Routing: Choose between ‘Sequential’ (calls are forwarded to the next available agent in a sequence) or ‘Simultaneous’ (calls are forwarded to all available agents at once).
- Greeting Message: Enter your custom greeting message in the ‘Greeting Message’ field.
- Agent Busy Message: Specify the message callers will hear when all agents are busy in the ‘Agent Busy Message’ field.
- Agent Unavailable Message: Specify the message callers will hear when no agents are available in the ‘Agent Unavailable Message’ field.
- Call Handling Schedule: Add rows to the ‘Call Handling Schedule’ table to set specific time slots for handling incoming calls.
User Roles and Permissions
This feature is accessible to the ‘System Manager’ role, with permissions to create, read, write, delete, share, print, and export the settings.
Conclusion
The Incoming Call Settings feature is a powerful tool that optimizes your business’s telephony interactions, ensuring a smooth and professional communication experience for your callers. With its customizable settings, you can create a unique and efficient call handling process that aligns with your business needs.
For more help or information, please refer to our non-technical resources or contact our support team.