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EXAMPLE CALL ROUTING PLAYBOOK:
JIM’S 24 HR PLUMBING
“Thank you for calling Jim’s 24-Hour Plumbing. To schedule a service call please press 1. To speak to our accounting department please press 2. If you are having an emergency please press 3.”
Option “Press 1”
-If between 8 AM – 5 PM send call to main dispatch on his cell phone at 555-555-1212.
-If between 5PM – 1 AM send call to first night shift plumber on his home phone number 555-555-1111
-If between 1 AM – 8 AM send call to Jim on his cell number 555-555-2020, but if he doesn’t answer his cell phone, call his home number 555-514-3030
Option “Press 2”
-If between 8 AM – 5 PM Monday to Friday send the call to Jackie on her home office number 555-555-3535
-If between 5 PM – 8 AM or on the weekend, send the call to voicemail and email the message to
Option “Press 3”
“Message plays to caller…Please hold on the line while we connect you with one of our emergency plumbers. This may take a few minutes.”
-If between 8 AM – 5 PM send the call to main dispatch 555-555-1212, first night shift plumber 555-555-1111 and Jims’s cell number 555-555-2020 simultaneously.
-If between 5 PM – 8 AM send the call to first night shift plumber 555-555-1111 and Jim’s cell number 555-555-2020
This is just one example of how incoming calls can be directed to the right people or department depending on customer needs, time of day or day of the week. There’s are so many possibilities. Basically the system can be set up to manage your business’ incoming calls in a way that is only limited to your imagination.
Here are some of the ways you can benefit from a virtual PBX:
Standardized Greetings - Clients are always greeted professionally. No more answering calls while under a sink. So callers will have the best possible first impression.
Customer’s calls answered 24 x 7 x 365 - Reducing the odds that they will call the next plumber in the google local listings. You will get all your calls.
Multiple call schedules - Calls will be directed to the right person/department based on the purpose of the call, the time of day and day of the week.
Find-Me/Follow-Me - No more missing calls because you’re cell phone battery died, or you have no cell signal. If you don’t answer your primary device, calls can automatically be routed to an alternate number or an alternate staff member.
Voicemail to Email - Quick and convenient access to voice mails that are sent to your email.
Remote Employees - Dynamic call routing makes it easy to have people handle your business calls while on the road, from an office, from a different city or even out of state.
Call Recording - Optional call recording helps to ensure that your calls are handled with the level of quality and accuracy that you expect from your staff.
Music/Messaging on Hold - While clients are waiting for their call to be connected you can have them listen to special offers or important information.
Virtual Phone Numbers - Have multiple numbers to track marketing or to accommodate callers from different area codes.
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