Posts Tagged ‘Ring Group’

Case History – Multiple Companies in One Location

April 8, 2009

Our company frequently is asked why a VOIP phone system is better than a traditional phone system. The answer simply is that a VOIP phone system is ultimately more configurable and thus can be made to fit your company better rather than having your company fit the phone system. Why should you change the way your company uses the phones? Configure the tool to suit you.

In this case history, a client owned 17 companies that operated out of a single physical location. This office was quite busy as you would imagine, having 27 phone handsets. The owner wanted the single phone system to run all of the companies and be available to different employees depending upon which company was being called by a customer.

To accomplish that, there were 17 separate inbound routes that were created and implemented. Each of the inbound routes began a sequence that started with an AutoAttendant menu (also known as Interactive Voice response or IVR) written specifically for that company. In this way the caller could easily reach a department or person that they needed to speak to.

When the department choice was made by the caller, a select group of phones in the office that were needed started to ring simultaneously. This is known as a Ring Group. Each company had a potentially unique Ring Group that corresponded with their unique IVR. As soon as one phone in a Ring Group was picked up, the rest of them stopped ringing and were ready for the next caller.

To build the 17 IVRs and 17 Ring Groups, a complex flow pattern was created by discussing with the staff exactly how it should work. Management knew the infrastructure of the entire phone system but the staff knew how to make the phone system operate as efficiently as possible for them. Think of a ‘forest and trees’ view. It took the experience of all levels of people to configure the phone system tool to work the best for them.

The VOIP phone system that was created involved all 27 handsets and 17 companies without a problem. It has been operational for a long time and only needs a tweak now and then as employees change or company needs evolve for new situations. The owner did not have to purchase extra licenses due to the multiple companies and associated IVRs and Ring Groups.

The most important reason that the system worked so well for the owner was the communication and analysis by Select Phone Solutions to understand what the client wanted and needed as well as the ability of the phone system software to meet expectations.

Does your phone system meet your expectations? Do callers easily get through to the right people or do they wander around voice mail jail in your system until they hang up out of frustration? Do you need multiple companies or locations covered by a single phone system? Select Phone Solutions can create a custom system for your business that will improve your customer relationships and employee productivity.

Ask for your free phone system audit from Select Phone Solutions by calling 281-501-6464.

“Productivity Through Technology”