Smartlink PBX | Call Flow

Smartlink PBX | Call Flow

What happens when a call comes in?

Your business receives an incoming call to a published phone number.

Scenario 1

Scenario 2

Scenario 3

Ring a phone (i.e. Reception)

 Ring a group of phones (Multi-Line Hunt Group (MLHG))

Provide a Menu/Attendant

Example:

Press 1 for Sales

Press 2 for Service

Press 3 for Billing


Scenario 1: Ring a phone (i.e. Reception)

Call is Answered

Busy/No Answer

Customer Engagement

Sent to Voicemail

Manual Transfer as Needed

Sent to Attendant

Sent to an extension (Individual Phone or MLHG)


Scenario 2: Ring a group of phones (MLHG)

Call is Answered

Busy/No Answer

Customer Engagement

Sent to Voicemail

Manual Transfer as Needed

Sent to Attendant

Sent to "delay" MLHG


What is a Multi-Line Hunt Group (MLHG)?

A multi-line hunt group allows you to direct your call to multiple recipients, in multiple ways.

  • Ring All: Rings all extensions in the group

  • Linear: Ring 1 extension at a time, in a linear progression

  • Round Robin: Ring one extension at a time, based on last usage



What is an Attendant?

An Attendant answers the call immediately and offers the caller options to direct their call efficiently to the person, group or information they are looking for.

Example: Business Hours and Non-Business Hours Flow (Easy Auto Attendant)

  1. Announcement with physical directions to the store. After directions are given, the caller is automatically returned to the main menu.

  2. Transfer to Order Department (MLHG)

  3. Transfer to Manager

  4. Transfer to Specific Employee by Dialing Employee Name.












What is a Premium Attendant?

A Premium Attendant expands your options by offering additional options, timeouts and menus.

Example: Adding Detail Starting with Business Hours (Premium Attendant)

  1. Transfer to Sales Menu

  2. Transfer to Billing Department (MLHG)

  3. Dial by Name

  4. Transfer to Operator

Sales Menu

  1. Transfer to Retail (MLHG)

  2. Transfer to Wholesale (MLHG)

  3. Transfer to Sales Voicemail












Ready to configure your Attendant?

Access the Easy and Premium Configuration Guide here.