Incoming Call Flow

1. If the caller chooses 1, the call goes to the office admin.
   
1. If office admin is on a call, call waiting will beep in. If office admin doesn't pick up, the call will go down the line to other recipients. If no one picks up, the call will end up at voice mail. 
   

1. If the caller choose 2, the caller is then prompted to press a number corresponding to the tech to whom they want to speak. 
   
1. If the chosen recipient doesn't pick up the call, the call goes straight to voice mail. 
   

We do not use call queues for the top level because

1. Queues do not allow for the user of call-waiting. We want the office admin to have the option of picking up the call even if they are on another call. 

2. We don't want calls to go to the techs unless they have an appointment scheduled, because it is disruptive to their work. 

Voicemail

Voicemails should be checked at least once every hour (by the office admin or by whoever is filling in for office admin) and can be found in the Slack channel called #voicemails.

Transferring Calls

How to TRANSFER while on a connected phone call:

• Tap the "Transfer" button and look for the correct person in the contact list that you're looking to transfer the call to. You can also type in their extension if you know it.
  
• If you're using the RingCentral app or website, the small, colored dot next to the person's name indicates if they are on another phone call.
  
• Green dot with a white check mark indicates that their phone line is available
  
• Clear dot with a gray outline indicates that they are "offline"
  
• Red dot indicates that their phone line is busy
  

• Tap on the person's name and you are presented with 3 options: 
  
• Ask first - this will allow a "regular transfer" in which you will speak with the team member before transferring the call
  
• 

  **Using Ask First is standard protocol to check with them to confirm if they are available to take the call**
• If no answer, then kindly let the caller know you're attempting to see if the team member is available, and place the caller on hold while sending a slack message to them to confirm
  
• Transfer now - this will cause a "blind transfer" in which the call will be immediately transferred to the team member without the option of you speaking to them first
  
• To voicemail - this transfers the call directly to their voicemail
  

For new prospects, collect any necessary information regarding who they are, from where are they calling, and what the call is about

• Please provide these details and specific call back information to Roberta via message
  

1. While connected on a phone call, the person who would like to go in will initiate
   
2. The person who needs assistance doesn't have to do anything
   
3. Go to the HUD in RC
   
1. Silent (Monitoring) - the person can listen to the call and neither caller is aware
   
2. Take Over - replaces the GGIT employee; this doesn't affect the customer
   
3. Whisper/Coach - this does not place the call on hold; GGIT employee hears "whisper" notification when someone enters
   
4. Barge - beforehand, let the customer know that someone is coming into the call
   

1. Refer to this article for more information 
   

How to create a CONFERENCE CALL

• Click the circle with the plus sign (located in the upper right hand corner)
• Then, click "Start a Conference Call"
• Click the box that says "Invite" and choose the method with which you'd like to invite the participants to the call
• Enter the recipients' information (and a subject line if sending via email)

Or, if you're already connected to a call, tap the Add button (with the plus sign) and choose who you would like to add to the phone call. Then click "Next" in the upper right hand corner. While you're waiting for the 2nd call to connect, you can click "Merge".

Further Information