Call Flow for a Branch Office
Branch call flow begins with a Virtual Number on your PBX and flows to the receptionist at the branch office. In this case, the receptionist can be a live operator, an Auto Attendant, or several live operators assembled in a ring group or call queue. In summary, a receptionist for Branch Office receives inbound calls through one of the following roles:
- Auto Attendant
- Live Attendant (receptionist)
- Multiple receptionists with a call queue
- Multiple receptionists with a ring group
Call flow within a branch office may be explained as follows:
- The branch is assigned a Virtual Number. The Virtual Number points to the receptionist extension that is assigned as the Receptionist of the branch office.
- Overflow calls to branch office receptionist can go to voicemail, Auto Attendant, or any forwarding phone number. The receptionist extension is where you set call overflow rules, if required.
- The caller can leave a voicemail or dial <0#> to be directed to the Branch Receptionist in order to ensure the caller gets a desired response.
A branch office call flow may be represented as shown here:
The receptionist receives branch phone calls. 8x8 provides receptionist with tools to distribute calls using:
- 8x8 Switchboard Pro, an HTML5 browser-based call management client
- Switchboard Pro is an application specially designed for handling inbound calls, voicemail, chat and notes. Switchboard Pro enables your receptionist to view real-time presence, manage multiple calls (call park, hold, transfer), coordinate with other receptionists, and toggle Auto Attendant.
- Switchboard Pro is currently designed to work alongside Polycom desk phones.
- Call Parking has three modes:
- Public Call Parking, which parks the call on an extension that is available for anyone on the PBX to pick up the call.
- Branch Call Parking, which parks the call on an extension only available for pickup by an extension defined as part of the affected branch office.
- Extension or Private Call Parking, which parks the call on a specific extension, only allowing retrieval from that particular extension.
For example, the receptionist parks the call on extension 1101, which belongs to Jane Davis. As a result, the parked call can only be picked up from Jane's extension.
- BLF keys on Polycom desk phone to monitor and transfer calls
- Paging (over speakerphone or overhead PA system) to announce call parking
- Public Call Parking from desk phone
Let's consider a business with five branch offices. Specialty Cookies has set up 5 stores in California, with a small group of employees at each store. Their main store in San Francisco is a larger operation. Specialty Cookies wants to segment its Company Directory for each branch to streamline branch-specific calls.
Let’s look at the requirements for Specialty Cookies, and review how the 8x8 solution can meet the requirements.
Each store requires:
- Live Attendant to answer calls during business hours
- Auto Attendant for after hours
- Outbound Caller ID to show local area number when calling customers from the branch
- Extension dialing between stores
The main store in San Francisco requires:
- Auto Attendant for business hours
- Ring group to answer calls after hours
Virtual Office can meet Specialty Cookies’ requirements using:
- 5 branch offices
- 1 Auto Attendant
- 4 Additional attendants (one each for the branch store)
- 5 Virtual Numbers
- 1 ring group
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