Element - Update On Call

Element has an Auto Attendant (x9903: Main Menu - Departments Closed) that is used to ring their 4 departments after hours. Each department has an option off the menu which will ring the on call technician, then the on call manager, and ultimately go to an after hours voicemail.

The following steps will walk you through adding a phone number to a queue. These steps should be repeated for each queue. The "Rollover" queue for each group should include the manager and the technician, while the initial queue for each group should contain only the technician.

1. Log in to the portal as an Office Manager
2. Click Call Queues at the top and then select the Edit Agents Icon to the right of the queue that you want to update (see table below that lists each of the call queues).
   
3. Add the new phone number(s)
   1. Click Add Agent and type the full 10-digit phone number in Agent Phone
   2. Check the box for Request Confirmation. Failing to check this box will cause calls to end up in the cell phone's voicemail rather than following the call flow properly.
   3. Click Save Agent
   4. Repeat this process to add additional phone numbers to the queue
   5. Click the red X button next to the old phone number(s) to prevent them from receiving calls.
   6. Click Done
      

The following steps will walk you through changing the email addresses that will receive the voicemail to email notification if a voicemail is left on one of the On Call voicemails. This includes the email for receiving the notification as a text.

1. Log in to the portal as an Office Manager
2. Click Users at the top and then select the user for the voicemail that you want to update (see table below that lists each of the voicemails).
   
3. Scroll down and modify the email addresses listed under Change Account Security
   1. Enter 1 email address per text field
   2. Click the green + to add additional text fields
   3. Use the red X to remove extra text fields
   4. You may reference setting up voicemail to email for assistance with the email addresses required for voicemail to text. This functionality works via an email address that your cell phone carrier provides. If you aren't receiving the notifications via text, you will need to contact your cell phone carrier for troubleshooting.
   5. Click Save