Boss / Secretary

Inflight Enterprises‘ sales department is managed presently by two managers each relying on two secretaries that all share a central office. As the company is growing fast this is expected to change in the near future. In order to increase the accessibility of the managers, Inflight decided to use the Anywhere365 Unified Contact Center (UCC) in combination with Microsoft Teams and Skype for Business. This situation calls for what is known as a ‘Boss and Secretary Forwarding Group’ where calls to each manager are routed via the central secretary office in a way that suits their needs best.

The company is growing fast. Since Anywhere365 does not require user licenses, the central secretary office can grow along with the ambitions of Inflight Enterprises.

Organization

Michael Park

The Consulting Sales manager, is in frequent contact with his consultants and wants to receive all calls directly.

Only if he is not available the secretary group should answer calls that are intended for him, preferably by Agents from his team.

James Armstrong

The Product Sales manager, participates in many meetings and wants to receive important calls only.


The secretary group answers and filters all calls, they only forward important calls to Mr. Armstrong. Calls should be answered preferably by Agents his team.

When the secretary group is not available, or the office is closed after 17.30 PM Mr. Armstrong would like to be able to decide whether or not he is available, regardless of his workplace at the office, at home or while using his smart phone.

Flow

There are two fields of expertise, Product Sales and Consulting Sales. Based on the field of expertise the right person should be selected. In the case of Consulting Sales, Michael Park will always receive the call. If he is not able to answer the call, it will be forwarded to the one of the two available secretaries (Susan Wiliamson and Keith Sanders). In the case of Product Sales, James Armstrong wants only to receive important calls, all calls will be forwarded to one of the two available secretaries (Marlene Withley and Abigail Mejia). After 17:30 he wants to choose if he wants to answer the call directly.