Issues with lines on hold and them ringing back
Good afternoon. We are having some issues with the way the phone system works, and I was advised to pass the information along as feedback.
It would be very helpful if we could choose a particular hold line to pick up, even while that phone line was ringing back. If I need a particular line, but it is unavailable, I do not know which line is ringing back for me to answer. My job is very fast-paced, and this slows me down considerably at times. This leads me to my next issue.
When a hold line is ringing back, it rings back with the caller's number on the screen. If there was a way for it to be set up so that we instead know what line is ringing back, that would be far more helpful for a busy office. There have been plenty of times when it becomes quite chaotic as we're trying to get to our lines, which we are unable to because they are ringing back, while multiple lines are ringing back to us that we don't know which line it is ringing for us to answer. I understand that the 1-minute ring back time is something that our clinic had chosen to set up so that no lines are left forgotten, but it is proving very frustrating when we are dealing with several lines at the same time.
If you have any questions or any advice for me, I'm reachable at 734-326-6699. Thank you for your time.
Have a good day.