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Hi All.

Why can I never get Alerts to work for Users in Frontdesk? 

I open their User Alerts and Notes window. Add an Alert, and under the alert area it says, 'Alerts will display on internal forwarded calls'. But the Alert never displays?

I have tried transferring and calling to that user, and set the user to forward to another internal user, and then rung the user, but nothing ever displays or Alerts. When exactly will this Alert display? What is the trigger? Where does it display?

Driving me nuts, so any advice would be great. ;-) 

Terri

Hey Terri!  

I know it can be frustrating when you're following a guide to a T but it still doesn't work.  Let me following up with the product team about this, I'll let you know what the response is or if I need more information!  Thanks!

Hello again Terri!  I talked with a PM and this is what we found out. 

The alert direction is actually reversed from what you'd expect.  The alert isn't triggered by calling or transferring to the user you set it on but rather, it's triggered by calls coming into you (the Front Desk operator) that were originally dialed to that user and then forwarded to you.

Here's how to see it work:

1. Add an Alert on User X within Front Desk.
2. Set User X's calls to forward to your extension (the one running Front Desk).
3. From a different phone, dial User X's extension directly.
4. When that call rings into your Front Desk incoming-calls list, the alert text will display right on that call entry.  It appears as a small text and icon on the call itself, not as a separate popup.

Think of it this way: the Alert is a heads-up for you, the receptionist, so you know important context before answering on someone else's behalf. That's why it only shows up once the call has landed at Front Desk, after being dialed to the person the Alert is tied to.

Let me know if this makes sense and if it works!

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Mattics Phi
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Thank you, Mattics!!

That makes more sense now! 

This is a big help. Thanks again!

Terri