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Technical FAQs for Answering Service and Call Center Solutions

1. How quickly can I start receiving your call center and answering services?
2. How do I forward my phone lines? Can you forward my phones for me?
3. How will calls for my business reach the call center?
4. How will I get my messages?
5. Is there a limit to how many people can receive messages?
6. Can pages be sent to more than one pager for the same person?
7. Can I track or view my minutes online?
8. Can I listen to calls online?
9. Can I record my own greeting for customers to hear when they call?
10. How often can I make changes to my script?
11. Can I program my on-call schedule on your Web site? Can I change my on-call schedule at the last minute?
12. Do you have back-up measures in place in case of a hardware or software failure?
13. How do you handle my callers if I have locations in several states?
14. Can I get messages when traveling overseas?
15. Can I forward my cell phone to your telephone answering service?
16. Can you test my pager?

How quickly can I start receiving your call center and answering services?

It is very important that our customer account setups are thoroughly reviewed and accurate, so we will always make sure we take the time we need to get your answering service or call center account set up properly. Depending on the complexity of your account setup, we can normally have you up and running in a few days.  

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How do I forward my phone lines? Can you forward my phone lines for me?

There are many ways to forward your phones to our telephone answering service.  The most popular method is to use a call forwarding service from your telephone company.  There are several different options for call forwarding available.  Traditional call forwarding requires you to select the line you want to forward and dial an access code followed by the number you want to forward to.  Most phone companies also offer “No Answer Transfer” and “Busy Call Forward” options.  No Answer Transfer lets you set a predetermined number of rings after which your call will forward to a predetermined number.  Busy Call Forward is similar but activates when you are on the phone.  There is a feature available from some phone companies called “Ultra Call Forward” which lets you dial a toll free number and walk through a series of prompts to forward your number.  This service can be used from anywhere, and you do not need to be calling from the number you want to forward to our telephone answering service, so it is a very convenient option.

Telephone numbers can also be “Remote Call Forwarded” which is really a permanent redirect from your telephone to the answering service.  You cannot turn this feature on and off; it is preset at the phone company.

Some customers use their in-house phone systems to forward the calls to the answering service call center.  If it can be avoided, we recommend this only be used as a last resort.  Many phone systems have degradation in call quality when this format of call forwarding is used.

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How will calls for my business reach the call center?

You will have a unique telephone number that is only set up for your particular account.  You forward your calls to that telephone number and when that number rings at our call center, our systems read the number and launch your account for the call center agent.  This is what allows us to answer in your company name and follow your unique instructions. 

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How will I get my messages?

There is ultimate flexibility in message delivery with Appletree.  Essentially you can get your messages in whatever format or formats best suit your needs 24/7.  We deliver messages via fax, email, SMS messaging, alpha pager, digital pager, text messaging, verbally over the phone or via the web.  You can select any of these options in any combination.  For instance, we can send an SMS text message to your cell phone, and then you can later retrieve or review that same message on the web, and then via a summary fax the next morning.  Additionally, based on your account setup, you can direct certain messages to be dispatched certain ways.  Maybe you want emergencies sent via text message but all routine calls held for the next morning.  A summary fax or email or both would recap the previous day's messages. 

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Is there a limit to how many people can receive messages?

There is no limit.  Your account has ultimate flexibility in how it gets set up.

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Can pages be sent to more than one pager for the same person?

Absolutely. We often dispatch messages to multiple devices for individuals.  Our goal is to be ultimately flexible in accommodating your preferences and how your account is set up.  

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Can I track or view my minutes online?

This tracking feature will be available by the end of Q2 '10.

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Can I listen to calls online?

This feature is available in a select number of our call centers.  Your customer service representative can work with you if this feature is important to you.

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Can I record my own greeting for customers to hear when they call?

You absolutely can record your own greeting for your account.  You also have the ability to work with your customer service representative to dial in and update your greeting when needed.

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How often can I make changes to my script?

You can make unlimited changes to your script at any time.  Please contact your customer service representative to discuss these changes.  Programming charges may apply for some changes.

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Can I program my on-call schedule on your Web site? Can I change my on-call schedule at the last minute?

You can absolutely program and change your on-call schedule on the Appletree Answering Service website 24/7 by using Appletree's free Web OnCall feature.  Part of the beauty of our online access is complete control of your Oncall schedule.  Anywhere you have web access you have control.

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Do you have back-up measures in place in case of a hardware or software failure?

We have 12 fully functional call centers that can provide overflow and redundancy to each other.  Additionally, we maintain a full set of spare hardware and software backups that can be deployed in the event of a natural disaster or failure.

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How do you handle my callers if I have locations in several states?

Whether you have one location or fifty, Appletree Answering Services will specify and deliver the required service for each location. It is totally up to you how you want your calls handled.  There is complete flexibility in your account setup.  You can direct everything to one call center, and we can maintain a site by site script.  You can also select several of our call centers based on regional need.

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Can I get messages when traveling overseas?

Text messaging and SMS messaging to cell phones now works in many countries.  Emailed messages are also available, as well as online web access through our Web OnCall feature.  If you are planning to travel overseas, you can work with a Customer Service specialist to make sure your messages are easily accessible.

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Can I forward my cell phone to your answering service?

You can definitely forward your cell phone to our telephone answering services at Appletree.  Depending on your cell phone provider, charges may apply.

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Can you test my pager?

Yes we can.  Your customer service representative will be happy to set up testing for your pager or cell phone.

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