FSP Homes will have a direct approach for call handling. This will of course depend on whether it is faxes, or voice calls. There will also be something different during off hours when the realty office is closed. The call handling is as follows.
Incoming Faxes
All telephone numbers will support faxes because of the telephony server. The telephony server will pick up on the phone at the first ring, and listen for 2 seconds for a fax tone. If there is a fax tone, the system will collect the fax, convert it to a .pdf file, and email it to docs@fsp.homes. Being that I have access to this address, I will look at the fax and decide what to do with it. Junk faxes are deleted. Faxes for a tenant will also be deleted. While they have a place to live, fax service is not included. All faxes in relation to a tenant will be inserted into their tenant file directory.
Incoming Calls
When a voice call comes in during normal business hours, the caller will hear a phone ring. The receptionist will answer the call, and address the call as appropriate. All receptionists’ phones will have transfer buttons to particular extensions labeled as the name of the person the extension belongs to. This is clear and direct, and allows for the employee to get the calls actually intended for them.
After hours, the caller will be directed to an IVR where they can leave a message for the general receptionists, maintenance, management, myself, and an emergency voicemail. Emergency voicemail will sound off a pager that will wake me up. I will call the pager, and listen to the voicemail. I will address that call appropriately including calling back the caller and informing them that their issue will be addressed during normal business hours. Any prank calls, or similar harassment calls will be provided to law enforcement.
While I was considering of using an internal telephone system for calls from the public foyer, I decided to push some of the responsibility to the tenant. If they wish to receive calls from the public foyer (such as a visitor), then they will need to provide a phone number. If they don’t wish to use their cellular phone, they can then set up home phone service as long as there is a legitimate telephone number from the provider. Many budget SIP? providers do not include a telephone number with their packages, and that would cost extra. Still, it is something to consider. If you need a cheap phone line, you can go to Getting a US Phone Number. Just make sure you have a SIP client on your older smartphone, or a dedicated SIP Phone.
Outgoing Faxes
The best way to fax is to write an email to ITU-telephone-number@fspsample.com. This will go to a catch-all account where the telephony server will intercept the email, and check the TO for a telephone number, and the FROM for an allowed email address. If both matches, the telephony server will read the .pdf file. The email body will be the cover, and the .pdf will be added to the fax. It will then send the fax, and the party that sent the email will receive a receipt of transmission success or failure.
Outgoing Calls
Outgoing calls will depend on the caller. Public Foyer Calls will be from one number. Manager for the Tower will be another phone number. The same will apply to any other locations I might have. When I make a call from the office, the 878 number will show. All other calls will show the 412 number as long as the employee is using an appropriate SIP Client. The only person that must have the employee’s telephone number will be me.