In Mobile connections, describe how the company handles mobile phones. What status do they have? Is a mobile number equal to a fixed number? When and how should you use the mobile number? And how personal should your answering machine message be?
Every coworker’s mobile phone at [Company] is a part of the telephony system. The mobile phone is an ordinary connection in the PBX, just like a fixed number.
Default settings for mobile connections
- The displayed number for outgoing calls should be the company’s fixed number.
- If the user is busy, the call should be forwarded to the voicemail.
- If the user is busy for another reason (in a meeting or such), the call should be forwarded to a receptionist
TIP! Manage a profile or use forwarding in your telephony system to give the client the best service possible. For example, add a schedule for your work hours, so that the caller gets the message “at lunch” between noon and 13:00 or “Left for the day” after 17:00 on weekdays.
Here, describe how you work with answering machines and voicemail. Should it be the same for the entire organisation, and what should the message say?
Every employee at [Company] should record a personal message to your answering machine according to the following template:
”Hello! You have reached [First name Last name] at [Company]. I can’t take your call right now, but please leave a message and I’ll get back to you as soon as I can. Thanks for calling!”
Psst! Did you know that as many as 80% call a competitor if you don’t have a personal greeting? Not having a voicemail might mean that you’ll lose loads of potential customers!
Unique settings for different roles
For companies with lots of different roles, departments or teams, you might need specific settings for mobile phones. Here are two examples of different positions:
- The personal mobile number should be displayed for outgoing calls.
- If the person is already on the phone, the call should be forwarded to the receptionist.
- If the person is busy for another reason (like in a meeting), the call should be forwarded to the sales department’s queue.
- The message “Left for the day” will be shown from 17:00.
- The number for the Technical Service team should be displayed during outgoing calls.
- If the person is already on the phone, the call should be forwarded to the queue belonging to Technical Service.
- If the person is busy for another reason (like in a meeting), the call should be forwarded to the receptionist.
Important! Different roles have different requirements. However, it’s just as important to differentiate between work and free-time for both managers and coworkers. You have to be able to choose when (and how) you want to be contacted.
Here, list your subscriptions and the amount of data available to different employees, teams or departments.
When you’re in [the Company’s] office, you should use our wireless network. If you’re outside the office at places with a wireless network, you should primarily use that one.
What is the right amount of data, really?
The average usage in Sweden is just 2,5 GB per month, so you can probably skip the 50 GB subscriptions. Surely, no one’s going to stream movies in 4K at work?
Which mobile phones can your employees choose from? List them below!
Tip! By only offering a few select models, you’ll save both time and money on support and extra gadgets. No employee must have the latest Iphone!
Here, you describe what applies to phones that don’t belong to the company. Do you accept private phones at work, and if so, how will it work?
In some cases, a private phone that doesn’t belong to [the Company] can be connected to our telephony system and PBX. However, this should be an exception that mainly applies to temporary staff, hourly employees, consultants, or before a new employee has received his or her SIM card.
Heads up! Having private phones connected to the PBX for an extended time can become troublesome. For instance, if someone is stuck with their subscription, a private phone might be the best solution at the moment.