Make Sure You Never Miss A Call & That The Call is Always Answered
Call forwarding, also known as call diversion, enables users to forward incoming calls to another phone, such as cell, home office, colleague’s extension, receptionist auto-attendant or any phone where the user may be located. Call forwarding gives users flexibility in mobility by enabling them to receive calls despite their physical location. Incoming calls can be answered instead of going to voicemail where many callers prefer not to leave a message. For sales and other business departments, this availability often translates into higher customer satisfaction and retention. It also allows you to have a local presence by letting customers call local numbers which are forwarded to any location you need to use to handle the call.
The ShoreTel Sky Approach to Call Forwarding
We know how important it is for you to stay connected to your customers. We offer Call Forwarding as a standard feature of our hosted phone system to help you manage your call volume and ensure your customers have a good experience. Our phone system is cloud-based, meaning your location doesn’t impact your ability to receive or forward calls. Whether traveling domestically or internationally, you can communicate with your clients as if you were sitting at your office desk. ShoreTel Sky offers two main types of call forwarding to help you to always be there for your customers: call routing and call screening.
The Call Routing feature, also called Find Me / Follow Me, offers users the ability to forward all calls to one or more phone numbers using business rules such as:
- “always forward”
- “if there is no answer after X number of rings”
- “if phone is unplugged”
Any of these options can be easily and quickly activated through the ShoreTel Sky Portal or the ShoreTel Sky phone. Users can opt to have incoming calls ring a designated phone a certain number of rings before ringing another specified phone, the incoming call can ring all specified phones at the same time, or the call can immediately route to voicemail.
The Call Screening feature allows users to forward certain calls to one phone number when a simple or complex call screening rule is created and applied to the “forward call” option. Using the web-based ShoreTel Sky Portal, users can enable the call screening function and define specific conditions when incoming calls will be forwarded, such as
- “when the caller is within my company”
- “when caller is outside my company”
- “caller ID or the phone number matches”
- “If the call occurs between X PM and Y AM during the day”