Configure executive or executive assistant services

The executive/executive assistant services allow an executive to select from a pool of assistants, who are assigned the executive assistant service and who can answer or place calls on their behalf. Executives can apply filters and set up screening based on call origination. Executives can also assign schedules for when calls should be handled by the designated assistants. Assistants can set the call forward destination and choose to opt in or out of an executive’s pool.

Executive service feature details

A user becomes an executive when assigned the executive service. The executive can then configure the following executive service options:

Assistants – The executive can configure the list of assistants assigned to the executive and can set whether the assistants can opt in or opt out. The list of assistants is ordered for sequential alerting purposes, and all assistants must be within the executive’s location.
Filtering – The executive can configure whether filtering is enabled, the filtering mode, the filter type, and the criteria.
Alerting – The executive can configure the alerting mode for filtered calls, the contents of the Calling Line ID (CLID) name and number for filtered calls, the timer for advancing to the next assistant for filtered calls using the sequential alerting mode, the timer for triggering the rollover action for filtered calls, the rollover action to apply for filtered calls, and the timer to use for call push recalls.

Executive assistant service feature details

A user becomes an assistant when assigned the executive assistant service. The assistant can then configure the following options:

Divert – The assistant can configure whether the divert option is enabled, and the address to divert filtered calls to.
Opt-in/Opt-out – For any executive the assistant is assigned to, that has the executive service’s Allow Assistants to Opt-in/Opt-out of Pool option enabled, the assistant can configure whether they have opted in or opted out for that executive.

Configure a user as an executive

Before you can configure this service for a user, make sure a phone number is assigned. Executive and executive assistants must have phone numbers, not just extensions, assigned.

This feature can only be enabled by an admin.

Log in to User Hub.
Under Admin, in the left menu, select Users.
Select the user you’d like to modify.
Select Calling.
Scroll down to Between-user permissions and select Executive / executive assistant.
Turn on the toggle and choose the Executive option.
Select Save.
Search and select the users to add as executive assistants to this user.

If you're a location administrator, you can add users only from your assigned locations as an executive assistant.

Filter calls sent to the executive assistant: Turn on the Call Filtering toggle and select the type of calls that you want to go to the executive assistant from the following options.
- All Internal Calls – Choose this option to send all the internal calls to the executive assistant.
- All External Calls – Choose this option to send all the external calls to the executive assistant.
- All Calls – Choose this option to send both internal and external calls to the executive assistant.
- Custom – Choose this option to ensure only specific calls are redirected to the executive assistant. If selected, click Add New Filter to set up a custom call filter using the following parameters.
  - Filter Name – Enter the filter name.
  - When – Select your predefined schedule from the drop-down list.
  - Calls from – Select the calls from Any Phone Number, Any Internal, Any External, or Select Phone Numbers that you want to go to the executive assistant. If you choose Select Phone Numbers, enter the additional details.
  - Filter or Don't filter – Choose to filter or not to filter the calls that fit within these parameters.

Users can also use the following Feature Access Codes (FAC)—codes to control certain features—to activate or deactivate the call filtering options you have set up.

Activate call filtering (executive) - #61
Deactivate call filtering (executive) - #62

Enable call notifications to additional locations: Turn on Location To Ring and choose the Alert Type from the drop-down list.
- Silent
- Ring Splash
Choose which locations you want to alert:
- Single number reach location – The phone number specified in the single number reach settings.
- Mobile location – The phone number specified in the mobility settings.
- Shared call appearance locations – The devices where shared call appearance is configured.
Set up ring options: Choose any of the following Alerting Mode:
- Simultaneous – Selecting this option rings all the added executive assistant phones at the same time. Anyone can pick the call.
- Sequential – Selecting this option rings the executive assistant phone in the order they appear in the executive assistant table. The call goes to the first executive assistant and then to the second.
Divert unanswered calls: Choose any of the following options if the call is unanswered:
- Send to Voicemail – Select this option to send a voicemail to the executive.
- Forward – Select this option and enter the number to which the calls to be forwarded.
- Do nothing – Select this option if no action is to be taken.

You can specify the time (in seconds) after which the unanswered calls to be forwarded. If sequential alerting mode is selected, you can set the number of rings before the calls are redirected to the assistants in a sequential manner.

Set up Caller ID: Select the Caller ID Name and Number to be shown on the executive assistant's phone for the incoming calls on the executive line.
Select Save to save your changes.

Users can update their executive or executive assistant settings in User Hub.

Configure a user as an executive assistant