Introduction to the Team Extensions in dmSwitchboard12
Many callers to your business may not need to speak to a specific individual. If it's a sales enquiry, a business pitch or simply a request for information, it's often better for the caller to be directed to a particular team.
Team Extensions are designed for these kinds of calls.
A Team Extension allows you to group Personal Extensions into teams. With Team Extensions, when customers select that Team Extension from the Reception menu, all of the Personal Extensions within that team ring. You can set Personal Extensions within a Team to ring either simultaneously or in phases
What does it do?
When a caller rings your dmSwitchboard12 (1) they generally arrive at the Reception Extension* (2). They hear a set of recorded options, listing different Team Extensions such as Sales or Accounts. When the caller makes their selection (3), their call is routed to that Team Extension (4).
At this point, all the Personal Extensions for members of that team ring and a team member answers the call (5). You can set all Personal Extensions to ring simultaneously or in phases as you wish.
If no team member picks up the call, you can set your dmSwitchboard12 to:
- Route the call to voicemail
- Route the call to dmAnswers, our human answering service (additional charges apply).
* You can create direct dial numbers for Team Extensions and Personal Extensions, but general calls to your business will normally be directed to the Reception Extension, which operates as a central hub.
FAQ
How many team extensions can I have?
You can have up to 99 Team extensions with each dmSwitchboard12. Three Teams are included, free, with each dmSwitchboard12 basic package. Additional Team Extensions cost £1 + VAT each per month.
What if I want to create a temporary team?
You can create new teams, or change the name of a Team Extension at any time using the dmSwitchboard12 Plan Editor.
What if my team changes size?
It's easy to add or remove Personal Extensions from a Team group using the dmSwitchboard12 Plan Editor. The Editor even allows you to have Teams made up of different people each day, if you wish.
What if all of the Team are out of the office?
Using the Plan Editor, you are able to specify what happens to a call if it rings more than a set number of times.
Unanswered calls can be directed to:
- Hang up
- Divert to voicemail
- Divert to dmAnswers
Some of my Teams work nightshifts, can the dmSwitchboard12 cope with this?
Using the Advanced Options facility within the Teams tab of the Plan Editor, you can set individual operating times for your Teams. These times can be different to the general opening hours that you set for the Company as a whole.
Although callers to Reception will be be told that the office is closed, they will still be able to contact the nightworkers provided that they dial the Teams', or Team members', DDI numbers.
Advanced Options
If you want to have control over when this extension is open, what happens when it's closed and what happens if there is no answer from team members, then you'll need to use the Advanced Options.
You can also configure announcements played to the caller before and while the call is being put through (especially useful when there may be a delay answering)
See dmNote on Advanced Options for Team Extensions
Related content
Reception Extensions
Personal Extensions
Utility Extensions
Creating and editing your dmSwitchboard12 plan