Reception and customer service
One place to answer, transfer and close the next step after a call.
Discuss your deploymentReception teams answer questions, transfer conversations and manage contact outside working hours. PBXCenter connects the main number, prompts, queues, extensions, WebRTC and follow-up status in one process.
First contact
The main number follows working hours and caller purpose
Transfer
Extensions and groups support practical handover between teams
After the call
A missed call remains visible work instead of disappearing
First contact
The main number follows working hours and caller purpose
Schedules separate staffed hours, after-hours and exceptional dates. A short IVR can reduce reception workload when its choices reflect the actual company structure.
- Prompts explain opening hours and next steps without unnecessary waiting.
- A queue organizes demand when several people share the main number.
- After-hours calls reach a duty route, message or voicemail by design.
Transfer
Extensions and groups support practical handover between teams
Reception can route a conversation to a person or group according to the agreed work model. Trusted IP phones and the WebRTC workspace support different workstation needs.
- Forwarding and follow-me rules need time limits and a predictable return path.
- Call pickup and parking can be limited to approved extensions.
- Shared contacts help identify regular callers before transfer.
After the call
A missed call remains visible work instead of disappearing
History records the outcome while follow-up status supports further action. Voicemail and private notifications complete the process when a caller does not reach reception live.
- Filters separate answered calls from conversations needing action.
- A note preserves context when another employee takes ownership.
- Reports support process improvement rather than replacing team review.
FAQ
Direct answers before the conversation.
Can reception answer calls on a computer?
Yes. The WebRTC workspace works in a supported browser with a headset. Network, microphone permissions and real calls must be tested before handover.
Can after-hours calls reach a duty employee?
Yes, when the duty route and its fallback are part of the call flow. Calendar exceptions and the no-answer outcome also need verification.
Next steps
Move from answers to the right decision.
Deployment for your company
Organize the main number and reception workflow.
Describe working hours, teams, transfer rules and after-hours handling. We can map the flow and the workstations that require testing.