FSP Realty 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 before the first ring, and listen 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 the appropriate party. Faxes to the realty company will be handled by me exclusively. Incoming faxes for the tenant will go to the appropriate email address for that phone number. If any tenant gets a fax going to the realty company’s number, the fax will be deleted.
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 is dependent on what party the caller needs to reach. 1 will be for the telephone receptionist. 2 will be for maintenance. 0 will be the emergency line. If the caller has a legitimate emergency, they will dial 0 during the IVR announcement, and leave a message. I will call the voicemail box, and listen to the voicemail. If it’s not an emergency, I will call the caller and notify them this is not an emergency, and to call during normal business hours. If it is a legitimate emergency, I will contact the appropriate employees before calling the caller back.
A tenant will likely have to pay for their own telephone line if they should wish to have a home phone, and home fax. They will likely need a telephony server to mimic how things are done with the realty company. Simply put, paying for unique exchanges for every building is not feasible at all. Most tenants will likely have a cellular phone, and with that said, they will use the phone when in communications with the realty company. Exception to this will be the Tower. Every apartment has 1 telephone number assigned to, and this is not tied to the person for obvious reasons. Each apartment will have a cordless phone depending on the number of rooms that might need a phone in it.
Outgoing Faxes
The best way to fax is to write an email to ITU-telephone-number@fspfax.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.
Tenants do not have access to this feature. If the sender does not have a fsp.homes or fsp.ph email address, the email and therefore, the fax will be deleted even if properly configured. If the tenant needs or wants to send a fax, they need their own solution. Outgoing faxes are not included with the rent.
Outgoing Calls
The realty company will have their own telephone numbers that will ring to where they wish to call. Any employee can use the SIP? client to make an outgoing call, and show the realty’s telephone number as the calling number. This will apply not only in the office, but all employees using their SIP credentials for the call.