Hi Counselors,
Sometimes when the hotline rings, we are not able to answer that call for a variety of reasons. Maybe it is way past the end of your shift, or maybe there is an abusive caller who is calling incessantly. We encourage you to go on break if that is the case. However, in the event that you did not go on break and there is a call coming in that you cannot answer, there is something important to do.
Do not reject the call from your cell phone (if you are working remote or using your cell phone at the agency). If you hit “reject” or try to end the call manually from your cell phone, the caller will get routed to your personal voicemail. We do not want that!
Instead, if you are not on break and you cannot answer the hotline, just allow it to keep ringing. There is nothing in five9 that you can click on to end that call; it has to just ring itself out until the next available counselor can answer it. If nobody else answers, then the caller gets a generic message. The message says that a counselor is not available and the caller can call back or call 988 to speak with a counselor.
Again, do not hit “reject” or end the call manually from your cell phone as this will allow callers to hear your voicemail. Thank you for all you do!
Christine
