Should all mobile phones that receive the forwarded calls temporarily disable their personal voicemail?
Yes. Otherwise, personal voice mailboxes may receive the call instead of an available CSR or the company voicemail.
What causes an incoming call to not ring any phones when this feature is turned on?
If a CSR's mobile phone is turned off or has poor reception, incoming calls can go directly to their personal voicemail. To avoid this, CSRs should temporarily disable their personal voicemail when Emergency Phones Fallback is in use.
If two people answer at the same time, who gets the call?
One person is deemed the "winner" and receives the call. When the call is answered, the other phones listed in the Emergency Phones Fallback preferences stop ringing.
Do the cell numbers correlate with employee accounts or do the CSRs still need to click green bubbles?
CSRs should follow the same workflow in ServiceTitan and claim the call by clicking the green call bubble and classifying it.
If a representative rejects the call on their cell phone, does it go to that cell phone's voicemail?
Yes. Rejected calls go to the CSR's personal voicemail.
If my account has an existing call greeting and voicemail greeting, does it play both?
Yes. It first plays the call greeting and then the voicemail greeting.
Is there a default recording for me to select?
No, but you can upload your own recording from your computer. See Edit and enable Emergency Phones Fallback.
Can Phones Pro users use this functionality?
Phones Pro users already have the capability of working remotely.