Setting up extensions for employees or departments in your company can simplify communication between those employees and customers who need to get in contact with them. It also facilitates easy communication between employees.
There are several things business owners and managers need to consider as they prepare to set up extensions for their company. Taking these points into account may help you implement extensions a bit easier and with a lot less stress than possible without proper planning.
Plan your extension numbering scheme
Before setting up phone extensions, create a logical and organized numbering plan that allows for easy memorization and future expansion.
Keep extension numbers short
Use short extension numbers to make them easy to remember and dial. Ideally, this will be limited to no more than three to four digits.
Assign extensions based on departments or functions
Group related extensions together to create a logical structure, making it easier for users to remember and locate extensions.
Establish a direct dial-in (DDI) number for important personnel
Provide key personnel with direct dial-in numbers to bypass the need for an extension, allowing for quicker contact.
Use a virtual receptionist
Implement an automated attendant to answer incoming calls and route them to the appropriate extension or department.
Create call groups
Set up call groups for departments or teams to ensure that incoming calls are directed to available personnel, improving response times.
Set up call forwarding
Enable call forwarding to ensure important calls are directed to the right person, even if they are away from their desk or office.
Implement voicemail-to-email
Set up voicemail-to-email functionality to send voicemail messages as audio files to employees’ email inboxes, ensuring they can access messages anytime, anywhere.
Utilize call recording
Implement call recording for quality assurance, training, and compliance purposes. Embed this directly into the phone system to prevent employees from disabling it. This may also cut down on personal calls made on company phones during working hours.
Create custom on-hold music and messages
Personalize your on-hold experience with branded music and informational messages to keep callers engaged while they wait.
Implement a dial-by-name directory
Make it easy for callers to locate an employee’s extension by setting up a dial-by-name directory.
Train your employees
Ensure all employees are properly trained on how to dial an extension, including transferring calls, setting up call forwarding, and accessing voicemail.
Establish a company directory
Create and maintain a comprehensive company directory that includes employee names, extensions, and direct dial-in numbers.
Provide extension lists
Distribute extension lists to employees for easy reference and to facilitate efficient communication.
Utilize call analytics
Monitor call data to gain insights into call volumes, hold times, and employee performance, allowing you to make informed decisions about staffing and resource allocation.
Set up hunt groups
Implement hunt groups to distribute incoming calls evenly among team members, reducing call wait times and improving customer service.
Implement a failover system
Establish a failover system to reroute calls in case of system outages, ensuring business continuity and uninterrupted communication.
Keep your phone system updated
Regularly update your phone system’s software and firmware to benefit from new features, enhancements, and security improvements.
Plan for growth
When setting up your phone extension system, plan for future growth and expansion to avoid having to restructure your entire system later.
Seek professional assistance
If you’re unsure about setting up or optimizing your phone extension system, consult with a professional who can guide you through the process and ensure a smooth implementation.
By following these tips, you can create an efficient and user-friendly phone extension system that enhances communication, streamlines operations, and ultimately improves the overall success of your business.
