Introduction

When a company is using ivr system, the company likely takes advantage of the full features of VoIP. VoIP business phone system features include virtual receptionist, ring groups, business number, mobility, conference calls and virtual fax. Along with these features, Virtual extension is a must add-on. This extension is a feature that lets an incoming call on a single business number transferred to a group of people. Usually, these people belong to the different or the same department within the company.

 

What are Virtual Extensions?

These extensions are often called hunting groups. Each company has “N” number of departments and so, “N” number of hunting groups.  For example, a customer has called in the complaint department, so, this extension will transfer the call to the complaint hunting group and the call will be transferred amongst the complaint section only, not any other section.

This feature doesn’t allow the call to be transferred to the management hunting group, sales hunting group or any other such hunting group. Depending upon the size of the company and its departments, the number of hunting groups varies. A single hunting group has listed all the numbers of the working members within the same group. In this way, extensions differentiate amongst groups and don’t allow calls to be transferred to other departments.

 

Features

1. Time-Saving: If not, someone had to be physically present to transfer calls among the departments. This is a tiring task and a time-consuming task. So, having this type of extension service reduces time wastage as a customer query is resolved in a shorter amount of time just like voip extension internal system in between the departments.

2. Decreases workload: it decreases the workload of the team altogether because the only relevant person would speak to the relevant customer.

3. Customization: This system differentiates between customers and suppliers. Moreover, it differentiates further between the type enquiry, feedback, query, complaint and review.

 

How does it work?

There are two ways in which virtual extensions work-

1.  Phones that ring altogether: Whenever a call is transferred in a section, all the phone numbers listed in the hunting group, of the same section, will ring altogether at the same time, whoever is available at the moment and whoever attends the call first gets to serve the caller.

2. Phones with a ringing order: Whenever a call is transferred in a section, all the phone numbers listed in the hunting group, of the same section, will ring one by one. Depending upon the order in which the phone numbers have been listed, calls will be transferred in that order only. If the first one isn’t available, the second one gets the call, if the second one isn’t available, the third one gets the call and it goes on. Whoever gets to attend the call in the order of the hunt group serves the caller.

It is can be concluded that virtual extensions are an integral part of the phone number extension system to enhance the calling experience of customers within the company and addressing of all the queries of the customers in a short amount of time into the right department.