Community Forums/Community/Community Support
Answered
Returning Caller - Ringio transfers to department instead of individual
Chris Beeler
asked this on November 06, 2010 02:15 pm
- In the Admin console, under Main Greeting & Routing when the Admin configures the Greeting Your Callers option by checking “Greet your callers by name if they are recognized as an address book entry. ("Hi, Sam") and offer Welcome Back Routing ” and the Routing option of “Route based on the department or extension selected by the caller ” is checked, the first time caller successfully reach’s his selected department after a Team Member takes his call. However, when calling again the company again, the caller receives this message “Hi, (Name), welcome back to (Company Name), to speak to (Name of individual team member that accepted the first call) again press 1” However, instead of transferring the caller to the individual team member named in the greeting, Ringio forwards the caller to the department, where the caller may receive a different Team Member. This is confusing for a retuning caller and should be corrected in one of two ways:
- If advising the retuning caller that by pressing 1 he’ll speak to the individually named Team Member that he spoke with during his last call (even though on the last call he selected a department option), transfer the caller to that Team Member
- Advise the returning caller that by pressing 1 he can speak to the same department he selected on his last call
Comments
Just to clarify, Ringio forwards the call to the last person that the caller talked to because they're available, but if that person misses the call, then Ringio will escalate the call to the next person in the department.