Operating the Phone System

Proper Workflow of an inbound call

Depending on your phone system, list out the basic instructions on how to turn the phones on/off as well as how to retrieve voice mail messages. Write out the instructions below or provide a copy of the basic instructions from your phone/voicemail provider.

For a training overview of Digium Switchvox Switchboard please watch this playlist of 11 training videos.

 Example:

To turn on the phones:

 

To turn off the phones (forward to voicemail):

 

To pick up / call an extension:

  1. Dial extension on Keypad (ex. 701)
  2. Select "Dial" from the menu buttons or pick-up the phone receiver

To dial outside the system:

  1.  Dial "9"
  2. then dial "1" + (Area Code) + (Phone Number)
  3. Local Phone Numbers do not require (1 + Area Code)

To transfer a call to an extension or voicemail:

On the Switchvox Switchboard

  1. Pick up Caller
  2. Select Transfer
  3. Select Department / Staff Name
  4. Select Complete Transfer or Voicemail

To retrieve a voicemail message:

On the Phone Pad

  1. Hit Msgs button
  2. Use ARROW keys to scroll Up and Down the list of messages
  3. Use the Checkmark Key to Select your choice 
  4. Use MENU keys to select "PLAY"

To transfer a call to an extension or voicemail:

  1. Once you have selected the Message (as listed above)
  2. Use MENU keys to select "MORE"
  3. Use MENU keys to select "FORWARD"
  4. Use ARROW keys to scroll Up and Down the Extension List

or

Use MENU keys to select "SELECT" for the extension to forward to.

 To conference:

  1. Have caller on line 
  2. Press Conference button on phone 
  3. Dial second caller 
  4. When second caller answers press Conference button again 
  5. Both callers should now be on the line

Phone instructions

  1. Answer the Call using the Phone script
  2. Find out which department they are calling for and determine if it is an Owner or Resident for a Property we are managing. If so, bring up the property address in the M1 software.
  3. Then place the call on hold by parking the caller in the switchboard dashboard
  4. Ring the property Department Extension informing them of who is on the line.
  5. At this point, the department can pick up the call by selecting the call from the parked queue.
  6. If the department is unavailable or on another call, pick the call back up and ask if they would like to be transferred to the department's voice mail.
  7. Transfer the caller to the department's voicemail.

Extension Layout Example