An introduction to the dmSwitchboard12's extensions
Your dmSwitchboard12 connects one or more dmNumbers to multiple switchboard extensions.
These fulfil several functions:
- Greet the caller when they dial your organisation's main number
The Reception Extension is an automated hub that lists the options available to the caller for connecting their call - Connect a caller to a group within your organisation
Team Extensions are used to cluster a group of individuals, for example a Sales team. Callers can opt to be connected to ‘Sales', and the phones will ring for all members of the Sales team - Connect a caller to an individual within your organisation
and are the ‘destinations' to which an inbound call will be connected, or from which an internal or outbound call will be made. - Connect you to utility numbers for testing or voicemail retrieval
The Utility Extensions allow you to test that your switchboard is working, and also to pick up voicemail over the phone.
Types of extensions on dmSwitchboard12
Reception Extensions
You should have at least one Reception Extension. This is the ‘Main Menu' for your dmSwitchboard12 system. Your Reception Extension is not assigned to an individual or a Team but acts as a ‘hub' for incoming calls.
A caller to your dmSwitchboard12 hears a recorded welcome message which lists the Team Extensions and any other options. The caller can then choose to
- Be routed to a Team Extension
- Dial a Personal Extension number to speak to an individual.
See #5025 Reception Extensions for more details on Reception Extensions.
Team Extensions
A Team Extension allows you to group Personal Extensions by role. When customers select a Team Extension from the Reception menu, all the Personal Extensions within that Team ring. You can set Personal Extensions within a Team to ring either simultaneously or in phases.
If none of the Personal Extensions within that Team pick up the call, you can route the caller to voicemail, or to a dmAnswers answering service.
See #5026 Team Extensions for more details on Team Extensions.
Personal Extensions
Personal Extensions are 'end points' for individual dmSwitchboard12 users making and receiving calls.
A Personal Extension can be connected to:
- An existing PSTN (mobile or land line) phone
- A VoIP handset
- The built-in WebPhone.
See #5027 Personal Extensions for more details on Personal Extensions.
Utility Extensions
Utility Extensions are special extensions that you can use to test your connection, access voicemail and other account management activities.
Click here to read more about Utility Extensions.
Example of dmSwitchboard12 extensions
Central Properties, a sales and letting agency, uses dmSwitchboard12 to run its telephone system. It advertises a single customer enquiry number on websites and other promotional materials. Central Properties has created Team Extensions for its Sales and Letting teams, and Personal Extensions for each member of the company, including back-office staff as well as the Sales and Lettings teams.
When customers call this number, they reach the Reception Extension, where they hear a message asking if they are interested in sales or lettings, and a further prompt to dial the number for a Personal Extension if they know the person they wish to speak to.
Jane, a lettings customer, wishes to enquire about a flat advertised to let.
- She dials the contact number for Central Properties, and reaches the Reception Extension
- She hears the message asking if she is interested in Sales or Lettings and presses the key for Lettings.
- The Team Extension for Lettings rings the phones for each Personal Extension associated with the Lettings team.
- The first available member of the Lettings team answers her call.