Reception

This guide is for receptionists, office administrators, and anyone who answers the main company line.

Your role

You are often the first voice callers hear. Typical tasks:

• Answer the main number and identify the caller's need
• Transfer to the correct person or department
• Park calls for colleagues to pick up
• Handle overflow when lines are busy
• Take messages when staff are unavailable

Your phone setup

Reception phones often have extra features:

Reading BLF lights

BLF helps you transfer confidently — avoid blind-transferring to someone who is already on a call unless sending to voicemail.

Answering the main line

1. Answer within three rings when possible.
2. Greet with company name and your name: "Good morning, Acme Company, this is Sarah."
3. Ask how you can help.
4. If they ask for someone by name, confirm spelling for uncommon names.
5. Place them on hold (with permission: "One moment please") while you transfer.

Transfer workflow (recommended)

1. Tell the caller: "I'll connect you now."
2. Press Hold.
3. Attended transfer — call the destination, announce the caller, then complete transfer.
4. If no answer after 4–5 rings, return to the caller: "They're unavailable — would you like to leave voicemail or speak with someone else?"

Avoid leaving external callers on hold for more than 60–90 seconds without checking back.

Blind transfer — when to use

Use blind transfer only for:

• Sending to a voicemail box
• Transferring to a queue (support, sales)
• Known ring groups where someone always answers

Do not blind-transfer VIP or upset callers without checking availability.

Call park (reception)

Parking is useful when you need a colleague to pick up from their desk.

1. Ask the caller to hold.
2. Park the call — note the slot number announced (e.g. "Park 4").
3. Page or message the colleague: "Pick up park 4 for Mr. Lee."
4. If not picked up within 2–3 minutes, retrieve the call yourself and offer alternatives.

See Making calls — Call park for button sequences.

Ring groups and hunt lists

Calls to Sales, Support, or Accounts may ring several phones at once. Transfer callers to the group extension IT provided — not to an individual — unless they asked for someone specific.

If everyone is busy, the call may overflow to voicemail or a queue. Know your company's overflow rules.

IVR — what callers hear

Many companies use an IVR ("Press 1 for Sales…") before calls reach you. If callers reach you directly on the main line, they may have bypassed the IVR or pressed 0 for operator.

Know the IVR options so you can say: "I can transfer you to Sales — one moment."

Handling difficult situations

Messages and callbacks

If the person is unavailable:

1. Offer voicemail or a callback.
2. Write down: caller name, company, number, time, and message.
3. Deliver via your company's process (email, Teams, CRM).

End of day

• Turn off call forwarding if you enabled personal forwarding.
• Ensure no callers are left on hold.
• Log out of queue if you also act as a queue agent.

Related guides

• Making calls
• Call queues
• Voicemail