In these situations, keeping separate lines in the form of SIP aliases can help distinguish between your callers. Or answering the phone as if every call is a sales pitch, wearing down your coworkers. Contrast that to a one-sized-fits-all greeting that's too vague to make a connection with prospects. This allows you to calibrate your response appropriately. For instance, if someone calls your sales alias, then you know the call will involve sales matters. SIP aliases allow agents to quickly gain contextual information about a caller. This can clutter up your phone system and might even make your business more susceptible to phone hacking. The administrative task of maintaining multiple user accounts can pile up. A business that chooses to screen calls with multiple users instead of aliases opens the door to housekeeping issues. There's no quality of service differences between users and SIP aliases, but there are logistical considerations. ![]() SIP aliases are primarily used in queues or ring groups, typically for sales and support employees. This helps John identify calls from coworkers, sales prospects, and support inquiries. When an alias is called, the assigned line will ring, and the phone will display the name of the alias, such as "Sales Line". He can then assign each SIP alias to a line key on his desk phone to effectively manage and screen calls. A SIP alias is identified by a unique SIP address, such as A SIP alias is like an extension in that other people can dial it to reach a person directly, but has the added benefit of also being able to initiate calls and log into ACD queues.Ī user can have multiple SIP aliases for different roles-for example, John can have a support alias or a sales alias, in addition to his regular line. Each user can have a personal extension that other team members can dial for direct access, like x7072.Īnother way to create a direct line is to create a SIP alias, or sub-user, for an existing user. The most common way is to create a new user for each person. With a cloud phone system like OnSIP, account administrators have several ways of creating direct lines to individual employees. One option involves creating separate lines for employees on multiple teams, such as sales, support, or product, so that they can effectively screen calls before picking up the phone. Looking at the incoming caller ID and using CRM integrations can help with this, but there are other ways to further refine the calling experience. ![]() Screening calls for context allows agents and employees to answer callers with the proper greeting and response.
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