OnSIP Tip: Use SIP Aliases to Screen Incoming Calls

Use SIP aliases to screen incoming calls
An employee uses a SIP Alias to receive calls on his "Sales" line

Versatile business VoIP platforms allow users to take calls with flexibility and convenience. OnSIP's SIP alias feature, which allows for sub-users to be created for a single user, gives employees a way to set up separate lines on their phone for the various ways in which they might be reached— e.g. extension dialed (internal call), dialed from the sales queue, or reached via the support group. This lets users distinguish between their internal calls, sales calls, and support calls, thus allowing them to calibrate their response appropriately.

In this example, a user named "John" creates SIP aliases of "John Sales" and "John Support," which are then used in a Group or ACD queue. Here's how to set them up:

Users and Phones

1. Navigate to the OnSIP Admin Portal.

2. Select the Users tab.

3. Choose the user you wish to modify. Select modify under the Extensions, Phone Numbers, & SIP Addresses option.

New SIP address in the OnSIP Admin Portal

4. Click the (+)icon to add a SIP address. In this case, we'll add "John Sales" and "John Support". (Repeat steps 3 & 4 for any additional Users.)

Setting a phone's 'line details' in the OnSIP Admin Portal

5. Navigate to the Resources tab, find the phones for these Users, and edit Line Details with the new SIP Aliases.

Ring Groups

6. If you plan on using Ring Groups, navigate to the Groups tab.

Creating a Ring Group in the OnSIP Admin Portal

7. Select Create New Group. Create a "Sales" Group and add the "John Sales" alias. Save the changes.

8. Create a "Support" group with the "John Support" alias. Save the changes.

ACD Queues

9. If you plan on using ACD Queues, navigate to the Apps tab.

10. Select Create New Apps. Create a New ACD Queue.

11. Name the ACD Queue "Sales". Select the "Sales" Group under the On Timeout Go To option. Save the changes. Click on the new Queue in the list of Apps to gather "Login extension" and "Login password" information.

12. Create a "Support" ACD Queue. Choose the "Support" Group under On Timeout Go To option. Save the changes. Click on the new Queue in the list of Apps to gather "Login extension" and "Login password" information.

Creating an ACD Queue

13. Each SIP Alias will then have to dial the "Login Extension" from their respective SIP Alias Line and enter the "Login Password". They will then hear "Agent has logged in".

End Result

14. "John" will now receive calls from his two SIP Aliases in the "Sales" and "Support" groups or queues, thus allowing him to calibrate his response for each individual caller.

Topics: Office Management