Best Practices Guide to PTO/Holiday/OOO for agents

Here is a list of steps you will want to take for best practices If you have time off, such as vacations and holidays. 

Voicemail Greeting

The first thing you will want to do is make sure you have your voicemail greeting set to let clients and customers know you are out of office. Recording an out of office voicemail greeting is a great way of letting people know that you won't be answering the phone. If you need a refresher on how to record a voicemail greeting, check out this article. Just remember, you have to be connected to the dialer in order to record and listen to the recordings.

Note: You'll want to make sure to notify your manager the name of your out of office voicemail greeting so they can find and assign it. If this is not done, your out of office message will not be played.

Inbound Ready

The Second thing you will want to do is to make sure that before you leave, you are not set to inbound ready. To do this here is more information on that in this article,  Inbound ready on/off.  This is done to prevent clients from having to wait a long period of time to leave a message.

Call Forwarding

Lastly, If you still want to receive calls while not being in the office, there is an option to turn on call forwarding. Details about this feature can be found in the following article: Call Forwarding. If this feature is not active for your organization.

Note: If this feature is not set for your organization, please reach out to your manager for questions.