Call Transfer, Call Park, & Call Pickup
Easy Call Handling – Move Calls Where You Need Them
Sometimes you need inbound calls to go somewhere else. Maybe you’re tied up or the caller needs to speak with another person in your company. You need to be able to get them to the right person quickly to ensure a good customer experience. Long gone are the days where you hand the phone to a colleague. Today that colleague could be 1,000 miles away or on a subway headed for Brooklyn.
At the heart of our ShoreTel Sky solution is a desire to keep you connected with your customers. Our sophisticated yet simple to use phone system gives you the power to connect the right people with the touch of a button. Our Call Transfer, Call Pickup and Call Park phone system features come standard with your ShoreTel Sky phone system, are simple to use, and provide better call quality.
When you need to transfer a live call to another phone, you can do so directly from your deskphone phone or from the web-based Phone Assistant, call management application and directory. Whether the call needs to be transferred to another employee, a conference room or a remote location, you are in control of the call. You can choose to place the call on hold and speak to the intended person first, possibly to give them background info on the call, or transfer the call immediately. You can also use your online ShoreTel Sky portal see a list of employees who are available so you can be sure to transfer the call to a live person instead of voicemail.
Many offices have open floor plans that enable people to hear co-workers’ phones ring. If you’re using a ShoreTel Sky cloud phone system and have ring groups established, you can see when calls are ringing, even if you can’t hear them. Instead of allowing the call to go unanswered or to voicemail, you can ensure the caller speaks to a live person more quickly using the Call Pickup feature which allows employees to answer a call ringing on a co-worker’s phone. Quickly set up Pickup Groups to designate people within a department or area to back each other up and answer each other’s phones in case someone is absent or unable to answer, or you are experiencing high call volumes.
When a caller needs to be transferred to a queue to wait for an available person, Call Park enables you to “park” the call in a queue until it can be answered by another extension. This feature is particularly helpful when a caller needs someone in a department or at a separate location but isn’t sure who. By placing the call in the “park” position, the next available employee can pick up the call.
All of the phone features we offer in our business VoIP platform are designed to help you stay connected, be more productive and ultimately drive greater success. Things as simple as getting your callers to the right person quickly can mean the difference between a good customer experience and a bad one. Contact us to learn more about Call Transfer, Call Pickup and Call Park, as well as how we can help you turn your phone system into a communications machine.Print