Messaging and Call Transfer Policy

Messaging and Call Transfer Policy

Email Messages/Call Transfer Policy

When we Transfer calls 

·             We will transfer the call if the caller asks to speak to the professional or franchisee/employee of professional or franchisee by name unless the agent feels it is a telemarketer, spam call, or the agent feels that it is not an urgent matter. 

·             We will transfer the call if the call is from an existing customer that requires information from the office/professional or franchisee within the next 24 hours. 

·             We will transfer the call if it is an emergency as defined by ProNexis staff and agreements with Franchisor/Brand leadership.

·             We will transfer calls for employee scheduling issues up until 11 pm local time. 

·             None of the above applies to areas on an answering service-only plan. For answering service-only clients, all information is sent over as an email message.

 When we take messages 

·             We will take a message if there is no answer when attempting to transfer a call. 

·             We will take messages outside of regular business hours (9 am to 5 pm local time) for locations which are not on 24/7 billing plans. Exact hours cannot be customized for individual locations.

·             We will take messages if the caller is an employee calling in with an issue that is not an emergency.

·             We will take messages for all calls for areas that are on an answering service only plan.

·             We will take a message if the caller asks to leave a message for the professional or franchisee/office. 

We will take a message if the call is from an existing customer that requires information from the office/professional or franchisee, but does not need that information within the next 24 hours.


Professional or Franchisee Contact Call Tree / Transfer Schedule          

·             ProNexis Agents will follow the schedule below when the call transfer / message policy dictates that a call transfer should take place. 

·             ProNexis will collect one phone number for each of the following categories: Back office, After Hours, and Mobile Number. 

·             If the professional or franchisee would like calls to be transferred to different personnel or phone numbers based on who is on call or any other criteria other than the standard contact schedule listed below; it is the professional or franchisee’s responsibility to configure such schedules using their in-house telephony systems. ProNexis recommends using a VOIP system, such as twilio or ringcentral to accomplish this if necessary.

·             If ProNexis does not have a back office, after hours, or mobile number for your location, the agents will use any contact numbers available. 

Call transfer schedule

Monday-Friday 9am-5pm local time zone   

Call #1.  Back office number

Email #1: (To include an SMS reminder if configured.)

(Call #2, #3 and #4 for urgent matters only)

Call #2:  Cell phone number

Call #3:  After-hours number

Call #4:  ProNexis call center manager.

 

Monday-Friday 5:01 pm-8:59 am local time zone - Emergency calls only all others will have a message taken and emailed.

Call #1:  After-hours number (after 5 pm and before 11 pm local time only for locations using 24/7 services)

Call #2: Back office number (after 5 pm and before 11 pm local time only for locations using 24/7 services)

Email #1: (To include an SMS reminder if configured.)


Weekends - Emergency calls only all others will have a message taken and emailed.  

Call #1: After-hours number (after 9 am and before 11 pm local time only for locations using 24/7 services)

Call #2:  Back office number (after 9 am and before 11 pm local time only for locations using 24/7 services)

Email #1: (To include an SMS reminder if configured.)



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