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Attendant with Routes and Secondary Destinations
ABC Supermarket uses two Attendants to answer the phone number published
in the local directory. (The Attendants do not answer other incoming lines—
such as the owner’s private line.) Using two Attendants ensures prompt call
answering, usually within two rings. During business hours the Attendants offer
callers three options: press a single digit for automatic transfer to one of three
routes (Customer Service, Bakery, or Deli), dial a two-digit extension, or hold
for the operator. After a caller selects a route, the supermarket’s Magic on Hold
system plays a customized marketing message during the transfer.
A bell (or external alert) is connected to extension 20 (Customer Service).
When a caller selects Route 1, a bell rings; the first available Customer Service
representative picks up the call. (Each representative has Call Pickup for
extension 20 programmed on a system phone button—see the Installation and
Use guide provided with the system’s control unit for instructions.)
There are Primary and Secondary Destinations for Routes 2 and 3, to make it
likely that each call reaches someone at the selected route. Teri, the Deli clerk
at extension 13, turns on Do Not Disturb when she is away from her phone, so
that calls go directly to Jim (at extension 15) instead of back to the operator.
At night the Attendant announces normal business hours and hangs up without
transferring calls. Since the Night Transfer Fail announcement is not needed,
10 seconds of announcement time is freed up for other announcements.
Figure 1-3 Attendant with Routes and Secondary Destinations
1-10
Setup Decisions