Offices gives you flexibility when routing calls for multiple numbers.
The three most common ways to configure Offices are when you have unique numbers for teams in different geographic areas, or when you have unique numbers for different functions, such as sales and support, or you have direct dial numbers for specific team members.
Next set how a call will be routed during business hours:
If you choose Single Role, all calls are immediately sent to a specific Role that can have one or many people and priority. This option can give the appearance of faster service, however the customer may end up needing to be transferred in order to speak with the right person.
To setup, select this option and then the Role the call will be forwarded to.
A voice menu is the familiar greeting with options when you call a business. For example, when your customers call, they could be greeted with "Hi! Welcome to Cradle. We'd love to help but first we need to know who you'd like to speak to. For customer support, please press one. For Sales, please press two. For anything else, please press zero. Thanks!"
Each option directs the caller to a Role.
When you have selected voice menu, a computer will read out the menu you created by default. To setup your own voice recording, check out Adding Custom Recordings.
If you have not selected 24/7 business hours, you will need to set After Hours routing.
After business hours you have similar options as during hours. Two differences are the ability to send the call to a call centre or other third party, and the ability to just take voicemail.
To send calls to a third party after hours
The typical use case for this is when you have an on call team member who answers emergency calls after hours.
If you just want to take a voicemail after hours, select Just Voicemail and all calls will be sent to voicemail. To setup your own voice recording, check out Adding Custom Recordings.