After hours are from 4PM-8AM, and all day on US Holidays, Saturday, and Sunday. During these times, the office will be considered as closed for period of time.
The receptionists aren’t required to answer email?s during this time. Any correspondence with them can wait until the come into work. The realty agent, maintenance person, and myself might have to answer emails during these hours. I would assume that only immediate emails should be answered. However, I will assume most such emails will likely be handled through a telephone call.
Fax
There will be no outgoing faxes at this time. Incoming faxes will be handled by the telephony server, and the server will convert it into a .pdf file, and send the .pdf file to contact@fsp.homes. This email address is accessible by the receptionists, and myself.
Telephone
It is important to utilize an IVR since this is a realty company. There might be a need for an emergency repair, or the realty agent may be working off hours. The after hours IVR is as follows:
- General Voicemail
- Agent
- Emergency Call
- Hours, and Location
- Website Address
Selecting 1 will send the caller to the general voicemail box. This box will be checked by reception during normal hours. This will not be intended for emergency calls, but again to inquire about general information or address non-emergency issues.
Selecting 2 will ring the agent’s SIP? phone. This is especially important as the agent may have to show a residence to someone that works normal hours, and will not be able to see the place between 8AM-4PM. With that in mind, the SIP phone for the agent will ring allowing the agent to coordinate with the prospective tenant. When the agent is no longer showing residences, they should set their SIP Phone to DND which will send callers to the agent’s voicemail.
Selecting 3 will reach a voicemail box that would allow the tenant to leave a message. I will receive the notification of voicemail immediately, and after listening to the voicemail, I will address the caller immediately. If it is a maintenance emergency, I will contact the appropriate maintenance employee, and they will go to address the problem. If the tenant does not choose to integrate with the Level Lock, then they will be provided with a key fob. However, if they lose their key fob, then they will have to pay to replace the key fob.
Selecting 4 will provide a pre-recorded message giving the office hours, and the address located at 1019-e on the first floor. They will also be informed of the public transit options that are available including the 2 bus routes to this location.
Selecting 5 will provide a spelled out URL? for the caller to write down so they will know where to look. They will also be given the address of contact@fsp.homes which will send the email to a unified email box for the receptionist.