Service Portal

Forward calls between secretariat and management

Introduction

An employee has telephone number 1234 and uses the services of a secretariat. He / she wants to be able to choose to forward calls directly to the secretariat at number 5678 or to take the call themself. In all cases, the secretariat must be able to call him / her, even if his / her own telephone number has been forwarded to the secretariat.

In Skype for Business, an extra private line was used for this, but within Microsoft Teams this is no longer necessary because the employee for the delegate remains directly available on his / her own number even if the transfer to the delegate is active (provided that the employee is not offline). The private line is obsolete when using Teams.

Before you start

  • This manual is written for Windows, Linux and Apple.
  • This manual uses a consistent style of writing: references to text and buttons on screens are printed in italics, information that you have to enter yourself is printed in bold.  

AUTO FORWARD INCOMING CALLS

In the account of the employee who wants to transfer the phone to the secretariat, complete the following steps:

  • In Teams, click the profile picture in the top right corner and select Settings.
  • Go to the General tab and press Manage delegates at the bottom.

  • Go to Your delegates and add the secretariat. The secretariat receives a message in Teams as confirmation.

  • Select at least Receive Calls and press Add.

  • Click < Back to settings.
  • Go to the Calls tab, select Forward my CallsForward toMy Delegates.
  • Select the delegated secretariat for calls that go unanswered under If unanswered.


PRIORITY ACCESS

In the account of the employee who wants to transfer calls, complete the following steps:

  • In Teams, click the profile picture in the top right corner and select Settings.
  • Select the Privacy tab and click Manage priority access.
  • Enter the authorized secretariat, so that messages from this person are still displayed when your status is other than available. Messages are shown even if your status is Do not Disturb.

TURN OFF AUTOMATIC FORWARDING

  • In Teams, click the profile picture in the top right corner and select Settings.
  • Go to the Calls tab and select Calls ring me.

TRANSFER A CALL

Additional information is shown in the notification message when a call is transferred. It states who is trying to reach the caller.

  • To transfer a call, click the three dots (…)  and then Transfer.

  • Type the name of the person you want to transfer the call to and select them. To finish, select Transfer.

TRANSFER WITH CONSULT

  • To consult first before transferring a call, click the three dots (…) and then Consult then transfer.

  • Type the name of the person you want to transfer the call to and select them.

  • A new chat window will appear. Type a message or click the handset icon at the top right to make the inquiry call by phone.

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