Idea

hieu-vo suggested Apr 8, '20 tom-franciosi3602 commented Apr 8, '20

Identify numbers to specific departments

Our company is Sunnova and we're a solar company with more then 500 employees. This has happened alot of times where we terminate users from different departments and the user's numbers goes to the unassigned queue. We then get a new hire that is assigned to a different department and assign that number to a person. That new hire is getting calls from customers from the other department. Is there anyway, you guys can implement a way that when we deprovision a user's number, we can then create a title/name in the unassigned queue to identify what deparatment the number used to be assigned to? We have had alot of issues of new hires getting other department's phone #s and it is making a big mess in our company right now. We are getting alot of transfers and frustrated customers. Please any assistance would help!

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michel5476 commented Apr 8, '20

I am probably overlooking something, but why don't you just leave the number assigned to the user-extension in the appropriate department and update the user-ext:
- name to something (eg. - avail.to.reuse- )
- call handling to take messages only
- set message notifications to be sent to someone to handle, OR set messages to be saved to another user-ext box

We never leave numbers in our unassigned queue for a similar reason, which is we always want to know if someone calls any of our owned numbers, that we are routing it appropriately even if an employee doesn't work with us any more we don't want to miss incoming inquiries or sales.

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tom-franciosi3602 commented Apr 8, '20

We do something similar to what Michel suggested; keep the extension in the same department, relabel the user name to start with Ex so we can find them quickly to recycle, and set calls to forward to the person who will be covering the departed person's calls/email.

However, for most of our users we train them not to use their direct phone numbers and set their outbound caller ID to be their call queue. Then extensions can be recycled to any new call queue since direct numbers don't matter.

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Identify numbers to specific departments

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