What is Call Handling?
Call handling is the set of instructions your receptionist follows whenever a call comes in. This includes:
Who to transfer calls to (by name, department, or phone number).
When to transfer (based on your availability or status).
What to do if you’re unavailable (take a message, send to voicemail, or try another contact).
💡 Benefit: Call handling makes sure every caller is greeted professionally and directed exactly where they need to go.
Transfer Types
When calls are routed to you or your team, you can choose how the receptionist makes the transfer:
Supervised Transfer – The receptionist speaks with you first, then connects the caller.
Blind Transfer – The caller is connected directly, without an introduction.
💡 Benefit: You control whether you’d like a “warm handoff” or immediate connection.
Statuses & Availability
Your status tells receptionists whether you’re available and how to route calls.
Current Status – Real-time availability (e.g., Available / Unavailable).
Recurring Status – Scheduled availability (daily, weekly, monthly).
Upcoming Status – One-time updates (e.g., in a meeting, out for the afternoon).
💡 Benefit: Clear statuses reduce missed calls and confusion, while ensuring clients always feel taken care of.
Routing Options
Each contact can have up to three phone numbers for receptionists to try in order.
Example: Office → Mobile → Home.
You can also set custom handling rules for VIPs, new clients, or solicitors.
💡 Benefit: Flexible routing keeps important calls from being missed, while filtering out unwanted ones.
Message & Voicemail Handling
If a call isn’t transferred, receptionists can:
Take a detailed message and deliver it by email or SMS.
Route the caller to voicemail, with voicemail notifications sent by email or text.
💡 Benefit: You’ll always know who called and why, even if you’re unavailable.
Best Practices
Update your call handling instructions quarterly or whenever your team changes roles.
Test your call routing after major changes to confirm everything works as expected.